Professional Summary
Customer-focused call center professional based in Brisbane with steady experience managing high-volume inbound inquiries across utility, retail, and telecommunications accounts. Dedicated to maintaining high first-contact resolution rates, accurate CRM documentation, and empathetic dispute management.
Work Experience
Moreton Bay Services Group
Brisbane, Australia
Customer Service Representative
Apr 2021 – Present
- Manage an average of 65 inbound customer inquiries daily regarding billing discrepancies, account updates, and service scheduling.
- Sustain a first-call resolution rate of 88% while adhering strictly to customer privacy guidelines and company quality benchmarks.
- Document all caller interactions, resolution actions, and follow-up tasks accurately in Salesforce Service Cloud.
- De-escalate complex disputes calmly, preventing formal escalations and ensuring positive customer outcomes.
StrataFlow Communications
Brisbane, Australia
Inbound Call Center Agent
Aug 2017 – Mar 2021
- Handled inbound phone and email support for broadband and telecommunications accounts across Queensland.
- Assisted customers with initial modem troubleshooting, billing inquiries, and plan upgrades.
- Maintained an average handle time within the targeted 4-minute window while meeting 92% customer satisfaction scores.
Brisbane Direct Retail Logistics
Brisbane, Australia
Customer Support Agent
Dec 2015 – June 2017
- Processed orders, dispatch tracking requests, and return authorizations via multi-line phone queues.
- Collaborated with dispatch supervisors to resolve delayed delivery cases promptly for retail consumers.
Education
TAFE Queensland
Certificate III · Customer Engagement · Brisbane, Australia · Completed · Feb 2015 – Nov 2015
Covered core competencies in inbound telephony, customer conflict management, record management, and omni-channel customer service delivery.
Skills
Inbound Call Handling
First Call Resolution
Complaint De-escalation
Salesforce Service Cloud
Omni-Channel Support
Billing Inquiries
Customer Retention
Telephony Systems (Genesys)
Data Entry & Records Management
Languages
English
C2
Certifications
Customer Service Professional Certification
Australian Customer Experience Professionals Association · May 2019