PO Box 94 Riverstone 2765 0401 865 226 kathleen.may.turner@gmail.com

https://au.linkedin.com/pub/kathleen-turner/b4/391/406

Career Objective

Keen to find a challenging position within an ambitious employer where I will be able to continue to increase my work experience & develop my abilities.

AvailabilityCurrently seeking full time employment.

Education and Qualifications

Australian Catholic University 2013 – 2016 B. Human Resource Mgmt.

Wyndham College Year 11-12, 2011-2012 Higher School Certificate

Quakers Hill High School Year 7-10, 2007-2010 School Certificate

Key Skills and Competencies

Able to handle complex calls and situations. Demonstrating empathy and understanding when talking to customers. Able to deal with irate and abusive callers. A proven track record of handling high volume calls. Can type at 60 wpm. Excellent listening and problem solving skills. Excellent communication skills and telephone manner. Good keyboard skills and knowledge of customer service principles & practices.

Previous Experience

Datacom Australia ATO Outsource Referee: Available Upon Request

04 / 2016 – Current

Customer Service Representative

Individual Trained Business Trained Debt Trained WebChat / ScreenShare Trained ATO outsource call centre in North Ryde, taking inbound phone calls to solve all individual,

business and debt enquiries. This ranges from procedures to supply tax file numbers, reissuing BAS upon requests, entering clients into payment arrangements, etc. This position requires a lot of active listening to deliver the correct result, and has also taught the importance of negotiation, confidentiality, and conflict resolution.

Kathleen Turner

Duties:

Providing advice, information and assistance to callers. Attempting to resolve all enquires on first contact with the caller. Making sure that all telephone calls are answered promptly. Dealing with customer’s queries, requests, orders or complaints. Research required information for callers using available resources. Essentially receiving up to 50 incoming calls from customers daily. Involved in processing orders, payments, forms and applications. Accurately recording details of calls and issues on logging software (Siebel). Having a professional and courteous manner at all times. Identifying and escalating priority issues or customer complaints. Taking ownership on all calls and queries answered. Processing of inbound correspondence and document verification.

Lil Kidz Constructions Referee: Kylie Wilkinson (Operator – 0410 568 871)

2015 – Current – Party Host

Party host of Lego styled birthday parties for children. Providing entertainment through guided Lego styled games.

Delivery of Lego to schools / community groups.

DryCleaners 2 u

2014 – Door to Door Sales

Door to door sales, approaching new clients and informing of a new service available in the area, collection and distribution of promotional goods

Introduced a new use of technology to the job, and introduced forms (using an iPad) to examine performance, and monitor efficiency and effectiveness

Pricemart - Stanhope - Customer Service Attendant 2013

Customer service, retail experience, pricing of new products, general cleaning, merchandising, working within a team, counting the float, small paperwork ( New delivery entries, weekly income balance sheets), Helium balloon filling ( Foils, Latex, and novelty)

Complete Recruitment - Pick Packing 2012

EDC / Sony DADC – Pick packing using RF scanning, Pick by light, working cohesively within a team, and working within a fast paced environment.

BMS Wholesales (Rouse Hill, Retail Front) - Customer Service Attendant 2011 - 2012

Working closely within a team, and frequently as an individual pricing, packing shelves, opening and closing the store, general cleaning, closing off registers

and counting the float. Pick packing, quality assurance, and using pallet jacks.

Borders Rouse Hill – Customer Service Attendant 2010-2011

Customer service – Answering enquiries, sales, POS cash register use, problem solving, and conflict resolution.

Stacking shelves, labelling, stocktaking. Received ‘Rookie of the Year’ Award for 2010.

Evolution Controls Pty Ltd – Administration Assistant 2008-2010

Answering and directing enquiries on the phones. Photocopying documents and Filing. General computer use in Microsoft Office Suite.

Internship

Hardy Group International - Human Resources / Administration Assistant 2015

This experience enriched and consolidated my studies from university. I have had the opportunity to work with People Pulse Surveys, then compiling the results into an Executive Summary Report. Developing basic trawling skills to accumulate a suitable candidate list for clients. Working on forms / matrixes, and reference checking. Basic administration tasks such as photocopying, filing, document disposal, and phone answering / enquiries were also undertaken.

Volunteer Work

Plumpton Long Day Care 2014, July – December

Assisting with general duties, cleaning, simple cooking and preparation, etc. Working with the children, teaching reading, writing, art.

Soundwave Touring 2014, December – Current

Promoting of events at concerts around Sydney, year round. RF Scanning of tickets at the festival Crowd Care.