Customer Service Representative · BNZ
Jun 2021 — Feb 2022
Provided high quality customer support across phone, email, and social media channels in a fast-paced banking contact center environment. Supported customers with daily banking needs, including payments, transfers, account setup, and investment services, while maintaining strict compliance and security standards.
Assisted customers with credit card enquiries, payment processing, and investment withdrawals, ensuring clear communication and accurate execution of financial requests. Delivered professional, empathetic service while managing multiple systems and sensitive customer data.
Business Care Specialist · Vodafone
Jan 2020 — Mar 2021
Supported residential and business customers by resolving billing and technical issues across mobile and broadband services. Acted as a key point of contact between customers, internal support teams, and wholesale providers to ensure timely and effective issue resolution.
Collaborated closely with IT teams and wholesalers to investigate network faults, service interruptions, and account discrepancies, ensuring problems were escalated and resolved efficiently while keeping customers informed.
Corporate Appointment Setter · 2B Connected
Sep 2019 — Nov 2019
Conducted outbound calls to Australian businesses across multiple corporate campaigns, including NexGen, Programmed Skilled Workforce, Western Union, and Infront.
Built professional rapport with business leaders and directors, clearly communicating service offerings and securing qualified appointments. Maintained a high standard of customer engagement while working toward campaign targets in a performance driven environment.
Customer Service Representative (Temporary) · Trents
Jul 2019 — Sep 2019
Provided end to end order processing support, ensuring accurate data entry and validation of customer orders within internal systems. Handled customer enquiries related to pricing, availability, customization options, and delivery timelines across phone, email, and chat channels.
Resolved order discrepancies, corrected missing or inaccurate information, and maintained accurate records of all processed orders. Coordinated with production, inventory, and shipping teams to ensure timely delivery and a smooth customer experience.
Team Coach · 2degrees Broadband
May 2017 — Jul 2018
Provided coaching, mentoring, and quality assurance support to frontline staff, focusing on improving call quality, average handling time, and overall KPI performance. Delivered upskilling sessions to support individual development and team capability.
Facilitated team meetings, managed escalations, and worked closely with leadership to drive performance improvements and consistent service delivery across the team.
Customer Service Representative · 2degrees Broadband
Feb 2016 — May 2017
Delivered front line customer support via inbound and outbound calls and email, addressing account enquiries, billing updates, and technical issues. Troubleshot service and device related problems using structured diagnostic approaches.
Maintained accurate customer records, including personal details and payment information, while ensuring compliance with privacy and security standards. Provided clear guidance to customers to resolve issues efficiently and improve service satisfaction.
2IC / Acting Manager · 2degrees Retail
Feb 2015 — Jan 2016
Supported day to day store operations while acting as second in charge, assisting customers with mobile devices, plans, and technical troubleshooting. Built strong customer relationships by understanding needs and recommending appropriate solutions.
Provided coaching and feedback to staff, supported performance tracking against KPIs, and assisted with upskilling team members. Managed store operations including cash handling and EFTPOS transactions while ensuring a high standard of customer service.
Sales Representative · 2degrees Retail
Mar 2014 — Feb 2015
Delivered in store sales support, assisting customers with mobile devices, plans, and upgrades. Focused on understanding customer requirements to provide tailored product recommendations while meeting sales and service targets.
Supported daily store operations and contributed to a consistent, customer focused retail experience.