Guest Services

• May 2022 - Present

Resource Manager

• Oct 2021 - Present

Green Light are trusted partners to large national and international Systems Integration businesses including Global Integrators, Telecommunication Carriers, Technology Vendors and Defence Suppliers.We provide end-to-end services, helping our clients’ progress with consulting, outsourced or multi-sourced services. It is this level of service that has led Green Light to receive a BRW Fast 100 Award, identified as one of the fastest growing IT organisations in Australia.Our services allow our customers to rapidly scale up and scale down based on their end customer demands. We also allow our customers to free up their valuable resources that may be stuck in BAU functions.Although we maintain broad technology practices, our core competencies are:NetworksInfrastructureSecurityCloudService Lines:1. WaaS (Workforce as a Service)2. Consulting Services3. Professional Services4. Operational Support Services5. Advisory Serviceswww.greenlightworldwide.comGreen Light solve business problems by listening to our customers first, then developing and delivering outcomes to solve those problems.Our coverage extends across ANZ, Asia & EMEA - and we are growing.

Member Services Officer

• Sep 2020 - Oct 2021

National Road Transport Association Maintained CRM member records to ensure the integrity of data management.Manage company phone line, answering member queries and transferring calls to appropriate staff. Prepare and generate reports as required. Proactively contact member prospects via outbound calls to increase member size.Manage the membership lifecycle process including sales, renewals, retention, enquiries and complaints, as well as engaging and on-boarding of new members. Plan and host industry forums.Complete daily/weekly/monthly member administration tasks.

Customer Service Team Leader

• Jul 2020 - Sep 2020

Provided input on project plans for pre-opening communications and procedures.Recruit new customer service team and complete site and safety inductions.Facilitated customer services training and the efficient use of applications.Created rosters with varying contracted hours insuring full coverage of a 16-hour operational facility. Created guided procedure documents.Provided encouragement and support in a busy and demanding environment.

Customer Service Team Leader

• Jan 2018 - Jul 2020

Collaborated as a youth representative at the 2019 National YMCA AGM deliberative forum to develop outcomes to improve programs and operational culture.Participated in the 2019 YMCA National Youth Retreat developing leadership skills and networks. Developed and chaired an employee engagement committee identifying and implementing work culture improvements and community engagement.Communicated effectively to engage and inform the team on business targets, processes and program changes.Managed membership enquires and account issues while identifying, investigating and negotiation conflicts and complaints.Processed accounts payable and receivable, managed banking procedures and reported on financials.Maintained stakeholder engagement and relationships. Assisted with staffing operations including rosters, shift approvals, recruitment, inductions and customer service training sessions.

Acting Area Customer Experience Manager

• Jan 2020 - Apr 2020

Provided leadership and management of Customer Service Teams across 3 ACT Leisure Centres, motivating teams to achieve personal and organisational goals.Conducted budget reviews, business goal setting, and future planning.Oversaw staffing operations including recruitment, performance reviews, inductions, training and rosters.Developed and implemented customer service strategies to enhance overall performance.

Customer Service Officer

• Sep 2016 - Jan 2018

Maintained a welcoming and knowledgeable service as the first point of contact.Contributed as a reliable team member aiming for sales targets.Built rapport through customer interaction retaining members. Performed general administration and receptionist duties including data entry.

Service Officer

• Apr 2020 - Jul 2020

Joined COVID-19 response team to assist the general public in a high impact, rapidly changing environment and global circumstance. Captured a prompt understanding of enquires at initial point of contact via phone channels during intense customer circumstances to assist, identify and interpret services across a range of programs, benefits and platforms.Identified, prioritised and assisted vulnerable customers in destress and those who had service accessibility issues.Actively promoted and educated customers on the department’s digital self-service platforms.Tasks included triage inbound and outbound calls, interim identity checks, basic coding, high professionalism phone call etiquette, confidential document categorization and continued privacy safe procedures

Retail Sales Assistant

• Sep 2012 - Jun 2017

Endeavour to meet store targets using sales techniques and product knowledge.Provide quality customer service in various store departments.General retail duties include restocking, stock take, directing enquiries, operate a point of sale system, and make and receive phone calls. Endeavour to meet store targets using sales techniques and product knowledge.Provide quality customer service in various store departments.General retail duties include restocking, stock take, directing enquiries, operate a point of sale system, and make and receive phone calls.