Application Sample



POSITION PROFILE SAMPLE

|[pic] |POSITION PROFILE |

Position details

POSITION TITLE CUSTOMER CONTACT OFFICER

Position Number 3138

Position Type Established

Position Classification Award Based – QLD LG Officers Award – Level 3

Department Community Services

Branch Customer Relations

Date Last Reviewed 03 November 2011

organisational environment

ALL POSITIONS WITHIN COUNCIL HAVE A ROLE TO PLAY IN THE FUTURE SUCCESS OF THE ORGANISATION AND THE REGION. IT IS THROUGH INTEGRATED APPROACHES, THAT THE ORGANISATION WILL DELIVER QUALITY PRODUCTS AND SERVICES AND CONTINUE TO SUPPORT GROWTH WITHOUT ERODING OUR ENVIRONMENTAL, ECONOMIC AND SOCIAL VALUES.

|Corporate Vision and Community Plan |To be Australia’s most sustainable region – vibrant, green, diverse |

|Organisational Focus |We are an innovative business providing great outcomes for our region |

|Branch Focus |Deliver customer focussed information and activities that keep the community informed, positively enhance |

| |council's reputation, clarify Council’s role in the community, and celebrate community life |

|Role Focus |To provide excellent service at first point of contact for internal and external customers seeking advice, |

| |assistance or information regarding Council |

KEY RESPONSIBILITIES

➢ PROVIDE ACCURATE AND TIMELY INFORMATION AND ASSISTANCE TO CUSTOMERS REGARDING COUNCIL OPERATIONS, BY TELEPHONE, EMAIL AND IN PERSON, USING ALL AVAILABLE RESOURCES.

➢ Understand and apply Council policies, procedures and guidelines, when responding to customer requests.

➢ Effectively and efficiently manage service requests, complaints, compliments, general enquiries and transactions.

➢ Provide front line counter customer services including receiving and processing applications, accept and receipt monies, carry out daily balances and assist with preparation of bank deposits.

➢ Maintain confidentiality of customer information at all times.

➢ Provide one on one coaching and mentoring to Customer Contact Officers as required.

➢ Provide procedural training to Customer Contact Officers as required.

➢ Participate in the Contact Centre’s Monitoring Analysing and Coaching Program (MAC).

➢ Contribute to the Contact Centre’s Key Performance indicators, achieving both Unit and individual performance targets and service level agreements.

➢ Work effectively as a member of the Customer Contact team and ensuring the provision of quality customer service at all times.

➢ Meet obligations under the Workplace Health and Safety Act as detailed below.

➢ Such other relevant duties as required from time to time which would generally fall within the skill and knowledge requirements of this position.

SUCCESS Categories AND cAPABILities

THE SUCCESS CATEGORIES AND CAPABILITY EXPECTATIONS THAT FOLLOW FORM AN INTEGRAL COMPONENT OF THE RECRUITMENT AND PERFORMANCE MANAGEMENT PROCESSES AND ARE MONITORED REGULARLY AS PART OF THE PERFORMANCE MANAGEMENT CYCLE. THE CATEGORIES WILL BE USED TO RECRUIT AND TO MEASURE PERFORMANCE; THEY ALSO LINK TO ORGANISATION AND BRANCH PLANNING DOCUMENTS INCLUDING THE CORPORATE PLAN.

The way an applicant addresses the success categories, capabilities, and key responsibilities will be used to determine suitability for the position.

All positions in council align with and are measured against the following categories.

|Success Categories |Capabilities |

|LEADERSHIP |Support shared purpose and direction |

| |Understands and supports the organisation’s vision, mission, and business objectives. Identifies the |

|Leadership throughout the organisation |relationship between organisational goals and operational tasks. Communicates with others regarding the purpose |

| |of their work. Understands and communicates the reasons for decisions and recommendations to others. |

|Leading the organisational culture |Demonstrates professionalism and probity |

| |Adopts a principled approach and adheres to Council values and to the Code of Conduct. Acts professional at all|

|Society, community and environmental |times and operates within the boundaries of organisational processes and legal and public policy constraints. |

|responsibility |Operates as an effective representative of the organisation in internal forums. |

| |Engages with risk and shows personal courage |

| |Provides impartial and forthright advice. Justifies own position when challenged. Acknowledges mistakes and |

| |learns from them, and seeks guidance and advice when required. |

|S STRATEGY AND PLANNING |Thinks strategically |

| |Understands the work environment and contributes to the development of plans, strategies and team goals. |

|Strategic direction |Identifies broader influences that may impact on the team’s work objectives. Demonstrates an awareness of issues|

|The planning process |for own work and work area. |

| |Shows judgement, intelligence and commonsense |

| |Undertakes objective, systematic analysis and draws accurate conclusions based on evidence. Identifies problems |

| |and works to resolve them. Thinks laterally, identifies and implements improved work practices. |

|INFORMATION AND KNOWLEDGE |Harnesses information and opportunities |

| |Draws on information from diverse sources and uses experience to analyse what information is important and how |

|Generating, collecting and analysing the|it should be used. Maintains an awareness of the organisation and keeps self and others well informed on issues |

|right data to inform decision making |that may affect work progress. |

| |Applies and builds professional expertise |

|Creating value through applying |Values specialist expertise and capitalises on the knowledge and the skills of others within the organisation. |

|knowledge |Contributes own expertise to achieve outcomes for the business unit. |

|PEOPLE |Values individual differences and diversity |

| |Recognises the positive benefits that can be gained from diversity and explores diverse views. Recognises the |

|A great place to work |different working styles of individuals, and factors this into the management of people and tasks. Tries to see |

| |things from different perspectives. Treats people with respect and courtesy. |

|Building organisational capacity through|Shares learning and supports others |

|people |Identifies learning opportunities for others and delegates tasks effectively. Agrees clear performance standards|

| |and gives timely praise and recognition. |

| |Makes time for people and offers full support when required. Provides constructive feedback. Recognises and |

| |notes under performance where appropriate. |

| |Demonstrates self-awareness and a commitment to personal development |

| |Seeks feedback from others. Communicates areas of strengths and acknowledges development needs. Reflects on own |

| |behaviour and recognises the impact on others. Shows commitment to learning and self development. |

| |Listens, understands and adapts to audience |

| |Seeks to understand the audience and tailors communication style and messages accordingly. Listens carefully to |

| |others and checks to ensure their views have been understood. Checks own understanding of others’ comments and |

| |does not allow misunderstandings to linger. |

|CUSTOMER AND MARKET FOCUS |Nurtures internal and external relationships |

| |Builds and sustains positive relationships with team members, stakeholders and clients. Is responsive to changes|

|Gaining and using knowledge of customers|in client and stakeholder needs and expectations. |

|and markets |Listens to, understands and recognises the needs of others |

| |Actively listens to staff, colleagues, clients and stakeholders. Involves others and recognises their |

|Effective management of customer |contributions. Consults and shares information and ensures others are kept informed of issues. Works |

|relationships |collaboratively and operates as an effective team member. |

| |Negotiates confidently |

|Customer perception of value |Approaches negotiations with a clear understanding of key issues. Understands the desired outcomes. Identifies |

| |relevant stakeholders’ expectations and concerns. Discusses issues credibly and thoughtfully. Encourages the |

| |support of relevant stakeholders. |

|PROCESS MANAGEMENT IMPROVEMENT AND |Responds positively to change |

|INNOVATION |Establishes clear plans and timeframes for project implementation. Responds in a positive and flexible manner to|

| |change and uncertainty. Shares information with others and encourages cooperation in coping with change. |

|Identification of management of |Promotes and adopts a positive and balanced approach to work |

|process |Persists with, and focuses on achieving objectives even in difficult circumstances. Remains positive and |

| |responds to pressure in a calm manner. |

|Process improvement and innovation |Communicates clearly |

| |Confidently presents messages in a clear, concise and articulate manner. Focuses on key points and uses |

|Process outputs |appropriate, unambiguous language. Selects the most appropriate medium for conveying information and structures |

| |written and oral communication to ensure clarity. |

|SUCCESS AND SUSTAINABILITY |Identifies and uses resources wisely |

| |Reviews project performance and identifies opportunities for improvement. Makes effective use of individual and|

|Measuring and communicating |team capabilities and negotiates responsibility for work outcomes. Is responsive to change in requirements. |

|organisational performance |Takes responsibility for managing work projects to achieve results |

| |Sees projects through to completion. Monitors project progress and manages priorities. Commits to achieving |

|Achieving sustainability |quality outcomes and adheres to documentation procedures. Seeks feedback from supervisor to gauge satisfaction. |

| |Commits to action |

| |Takes personal responsibility for meeting objectives and progressing work. Shows initiative and does what is |

| |required. Commits energy and drive to see that goals are achieved. |

REQUIREMENTS OF THE Role

CORPORATE REQUIREMENTS

➢ Code of Conduct

➢ Zero Harm – Great Health

➢ CEO Sustainability Principles

Specific and Mandatory Requirements

Essential

➢ Completion of year 12 studies

➢ Certificate III in Customer Contact, Business Administration/Local Government, other relevant disciplines or equivalent experience

➢ Staff are required to wear the Council uniform, where provided, and adhere to the uniform guidelines

Desirable

➢ Customer Contact Centre experience

➢ Certificate IV in Training and Assessment

Reporting arrangements

|REPORTS TO |CUSTOMER CONTACT SUPERVISOR |

|TEAM LEADERSHIP / SUPERVISION |N/A |

|INTERNAL LIAISON |MANAGER, TEAM MEMBERS, EXECUTIVE DIRECTOR, COUNCILLORS AND OTHER COUNCIL EMPLOYEES |

|EXTERNAL LIAISON |COMMUNITY MEMBERS AND GROUPS, BUSINESSES, OTHER GOVERNMENT AUTHORITIES |

|DELEGATIONS |AS PER COUNCIL’S DELEGATIONS OF AUTHORITY RELATING TO FINANCIAL, ADMINISTRATIVE, HUMAN RESOURCE |

| |MANAGEMENT, WORKPLACE HEALTH AND SAFETY AND ENVIRONMENTAL MANAGEMENT RESPONSIBILITIES |

ADDITIONAL INFORMATION

ADDITIONAL INFORMATION CAN BE FOUND AT WWW.SUNSHINECOAST..AU

THE Recruitment contact

CONTACT PERSON – LEANE NIELSEN

Contact Details – 07 5420 8038

Submit Your Application To - recruitment@sunshinecoast..au

What to Include in Your Application

YOUR WRITTEN APPLICATION SHOULD INCLUDE:

➢ a current resume,

➢ a covering letter and;

➢ a written application, of no more than 3 pages, highlighting your ability to meet the 7 success categories listed. When responding be sure to use examples that are relevant to the key responsibilities of the position and broadly consider the capabilities relevant to each.

Note: Competency based testing may be required at time of interview.

COVERING LETTER SAMPLE

Isabelle Gosling

42 Aragon St

MOOLOOLABA QLD 4557

10 November 2011

Human Resources Branch

Sunshine Coast Council

Locked Bag 72

SUNSHINE COAST MAIL CENTRE QLD 4560

Dear Sir/Madam

RE: Vacancy 3138 – Customer Contact Officer

I am writing to express my interest in applying for the above position recently advertised on your website. Please find attached my résumé and response to the seven success categories.

I have over six years work experience in various customer service roles and am currently employed as a senior member of the customer service team at BMR Hotel Group in Townsville. In my current position, I am required to deal with clients at all levels both face-to-face and over the telephone. I am also responsible for the supervision, mentoring and training of other members in the customer service team.

I am relocating to the Sunshine Coast and am seeking full time employment in a customer service position. I am very interested in obtaining employment in local government and believe I have the necessary qualifications, skills, motivation and commitment required for the role.

Thank you for taking the time to consider my application. I look forward to hearing from you soon.

Yours Sincerely,

Isabelle Gosling

M: 0412 3456 7890

Email: isabellegosling@

RÉSUMÉ SAMPLE

Isabelle Gosling

PERSONAL

Address: 42 Aragon St

Mooloolaba Qld 4557

Mobile: 0412 3456 7890

Email: isabellegosling@

CAREER OBJECTIVE

My aim is to continue to develop my career in customer relations, using the knowledge, skills and abilities I have gained in both my tertiary education and employment history. I am looking for a position that offers challenges and the opportunity for professional development and continuous learning.

EDUCATION AND QUALIFICATIONS

2010 – Current Certificate III Customer Contact

Barrier Reef Institute of TAFE – Townsville

2005 – 2007 Bachelor of Arts

James Cook University – Townsville

2001 – 2005 St Patricks College – Townsville

Overall Position (OP) Score of 13

Year 12 Certificate

TRAINING

• Microsoft Office Proficiency Training – Barrier Reef Institute of TAFE (2011)

• Performance Management – ABM Pty Ltd (2011)

• Being an Effective Mentor – ABM Pty Ltd (2011)

• Customer Service in Action – Customer Service Institute of Australia (2010)

• Customer Service Intensive Training Program – BMR Hotel Group (2009)

• Conflict Resolution – The Flight Company (2007)

• Responsible Service of Alcohol – Far North Queensland Institute of TAFE (2007)

• Cash Handling – Townsville News (2005)

WORK HISTORY

Jul 2009 – Current Senior Customer Liaison Officer

BMR Hotel Group, Townsville

Duties:

• Providing a high level of customer service to hotel guests, internal and external clients seeking information, advice and assistance

• Managing requests, tour bookings, complaints, general enquiries and transactions

• Facilitating in-house training to customer service employees

• Employee supervision (4 employees)

• Mentoring new members of the customer service team

• Clerical and administrative duties

Mar 2008 – Jun 2009 Call Centre Operator

Happy Healthy Families Health Insurance Company, Townsville

Duties:

• First point of contact for customers seeking insurance policy information

• Dealing with customer enquiries, requests and complaints over the phone

• Processing insurance applications

• Liaising between customers and insurance officers

• General administration

Nov 2007 – Feb 2008 Customer Liaison Officer (Temporary Position)

The Flight Company, Cairns

Duties:

• Assisting customers with flight booking enquiries and alterations

• Ticketing and processing cash and credit card transactions

• Assisting with telephone enquiries from passengers, other ports and other airlines

• Providing customers with flight updates, delays and ensuring customer satisfaction

• Assisting elderly and disabled passengers with check-in and baggage queries.

Jan 2007 – Jun 2007 Customer Service Officer (Work Experience)

GBR Council, Townsville

Duties:

• Providing information and assistance to internal and external customers via telephone, face-to-face and email contact

• Responding to enquiries and complaints by referring to council policies, procedures and guidelines

• General administration

Sept 2006 – Dec 2007 Assistant Duty Manager

Sandwiches R Us, Townsville

Duties:

• Daily store operations including staff rostering, supervision and training

• Supervising food preparation in accordance with food safety regulations

• Cash handling and stock control

• Inventory management including stocktakes, development of sales reports and end of day processing

• Banking and general administration

Dec 2004 – Sept 2006 Shift Supervisor

Townsville News, Townsville

Duties:

• Processing newspaper and magazine deliveries

• Inventory management including checking and removing out-of-date stock and stock reordering

• Providing a high level of customer service to newsagency patrons and suppliers

• Supervision and training of employees (up to 4 employees per shift)

• Ensuring sales targets are achieved and areas of opportunity to increase sales identified

• Ensuring premises and displays are well maintained

• Dealing with customer enquiries and complaints

• Cash handling, general administration and banking

SKILLS AND ATTRIBUTES

* High achievement and performance motivation

* Well-organised with effective time management skills

* Ability to analyse problems and develop and evaluate solutions

* Capable of working as an individual or as part of a team

* Able to lead and motivate others to perform

* Have a strong honest work ethic and set high expectations

* Goal oriented

* Flexible and willing to learn new skills and competencies

* Able to communicate effectively with people in various situations, both orally and in written communication

* Proven ability to interact and respond to customers in various business situations.

PROFESSIONAL ASSOCIATIONS

• Current Member – Customer Service Institute of Australia

• Current Collegiate Member – Customer Contact Management Association

INTERESTS

• Health and Fitness – regular exercise, health activities, and attending sports events

• Ballet and the performing arts

• Travel – exploring new places and cultures

• Volunteering for organisations such as the Salvation Army, Lions, Rotary, and local community groups.

PROFESSIONAL REFEREES

|Tom Smith |Johan Gillespie |

|Customer Service Manager |Call Centre Manager |

|BMR Hotel Group |Happy Healthy Families Health Insurance Company |

|(07) 4712 3456 |(07) 4712 3456 |

|Sylvia Austen | |

|Customer Service Team Leader | |

|The Flight Company | |

|(07) 4012 3456 | |

WRITTEN APPLICATION SAMPLE

I have highlighted my suitability for position V3138 - Customer Contact Officer, by responding to the seven success categories and capabilities listed in the position profile. My responses will also include experiences I have had that are relevant to the key responsibilities of this role.

SUCCESS CATEGORY 1: LEADERSHIP

Support shared purpose and direction: In my role as a Senior Customer Service Officer at BMR Hotel Group, it is essential for me to represent and display the company’s vision, goals and objectives. Being a senior member of the team, it is also necessary for me to set an example and ensure other team members work towards the same objectives with their daily tasks. I strive to achieve these goals by providing excellent customer service to clients at all times and by developing and mentoring other members of the team. These efforts were recently recognised by my manager who nominated me for the BMR Hotel Group 2010 Employee of the Year Award.

Demonstrates professionalism and probity: Positions undertaken throughout my career have always required professionalism and probity. I have always been required to adhere to strict codes of conduct, confidentiality, policies and procedures. For example, my work experience at GBR Council gave me invaluable experience with adhering to organisational policies, processes and guidelines. During this role, I was asked to be the customer service representative on a broader team that reviewed the GBR Council’s Customer Service Charter. I provided input into a number of key strategies and initiatives to ensure customer requests and complaints were handled professionally and confidentially. Some of these initiatives were implemented across the Council and resulted in increased customer satisfaction and greater awareness amongst employees.

Engages with risk and shows personal courage: In the various roles I have undertaken, I have often had to provide advice to customers and other employees. I have always provided honest and straightforward professional advice grounded by my knowledge of the particular issue and/or by any further research I have conducted. This has meant that I am able to justify the advice I give. I always aim to learn from the mistakes I make, and seek the guidance of my managers and fellow employees on ways I can improve my skills and abilities. A specific example is from my time at The Flight Company, where I made an error of judgement and misinformed a customer. My supervisor assisted me in fixing my error. This experience showed me the importance of double checking information before providing it to customers, regardless of time pressures.

SUCCESS CATEGORY 2: STRATEGY AND PLANNING

Thinks strategically: Part of my role as Senior Customer Service Officer at BMR Hotel Group is to guide the Customer Service Team to fulfil individual and group key performance indicator targets. I developed a plan to improve customer service satisfaction ratings of hotel clients by designing and implementing a training and induction program for new employees and refresher training of other members of the customer service team. This initiative considered internal and broader external factors that were influencing the performance of the customer service team. The plan was well supported in head office, and was later translated and implemented across other locations within the BMR Hotel Group.

Shows judgement, intelligence and common sense: I have experience with developing and implementing plans to improve workplace performance especially within the BMR Hotel Group. I am able to identify issues in the workplace, the challenges and opportunities that may arise from the issues and develop approaches to deal with them. For example, I have managed to increase low customer service ratings by thinking objectively and acting on critical conclusions from available information. I have worked with management to develop an improvement plan based on mentoring and coaching team members and communicating strategies that can be implemented in difficult situations where knowledge, judgement and practical solutions are important. The plan was well received amongst team members and evident with the increase in customer service ratings for the hotel.

Isabelle Gosling V3138 1

SUCCESS CATEGORY 3: INFORMATION AND KNOWLEDGE

Harnesses information and opportunities: My experience working with a number of organisations has allowed me to build my knowledge base and use information from various sources to make decisions. I am a current member of the Customer Service Institute of Australia and Customer Contact Management Association, which means I am exposed to opportunities for industry-focused training and updated information about new initiatives and developments in the customer service industry. With the information gained through my experience and memberships, I initiated a quarterly newsletter to share new information with fellow team members. This initiative was acknowledged during my last performance review with my manager.

Applies and builds professional expertise: I have developed numerous skills throughout my career and frequently gain knowledge and skills from utilising the expertise of others within the organisation. I am not afraid to ask questions of senior members or share information to others in order to achieve positive outcomes for the business. I recently attended a Customer Service in Action workshop in Melbourne. Upon my return, I facilitated a training session aimed at transferring my knowledge to others in the workplace.

SUCCESS CATEGORY 4: PEOPLE

Values individuals and diversity: Throughout my career, I have worked with people with disabilities and people with different cultural backgrounds and religious beliefs. I can communicate effectively and respectfully with people from diverse backgrounds and am open to exploring different views and perspectives. During my time with the Flight Company, I was working with a team member who had a visual impairment. I frequently used strategies to make my fellow team member feel respected and included in the team by identifying myself and others present, by indicating when I was moving away or leaving a conversation and by using specific language when undertaking tasks or giving instructions. When I was leaving the company, my fellow team member said thank you for making them feel comfortable, valued and respected.

Shares learning and supports others: In my current position with BMR Hotel Group I supervise four employees. I am required to delegate daily tasks, make myself available if needed and provide feedback and instruction. I also facilitate in-house training and offer opportunities for growth and development through mentoring new and existing team members. I am confident in providing feedback, advice and recognition to the team and am comfortable to coach when under performance is evident. I recently praised the efforts of one team member during a team management meeting. This was well received by the team member and appreciated by higher level management.

Demonstrates self-awareness and a commitment to personal development: I am eager to develop my career through development and continuous learning. My position with BMR Hotel Group has provided me with the confidence to acknowledge areas in which I need improvement. It has also allowed me the opportunity to undertake training to develop existing skills and to improve my performance overall. I am committed to personal development and embrace any opportunity presented. I recently undertook training in performance management with ABM Pty Ltd. This training was initiated by me at my own expense to develop my skills in this area. I found the course invaluable.

Listens, understands and adapts to audience: All positions held within my career have focused on listening and understanding others and adapting language and communication skills to suit certain situations. I am able to adapt to a wide range of requests from different people. I like to clear up any misunderstandings that may occur as quickly and effectively as possible by asking questions and reconfirming key messages. As a Customer Service Officer with Happy Healthy Families Health Insurance Company, I was regularly exposed to confused and sometimes aggressive customers. I approached these customers with concern and empathy and always attempted to provide concise and easy to understand information to help them better comprehend policy decisions and rulings. This skill was noticed by one of my colleagues who subsequently nominated me for an award. My ability to listen, understand and adapt to an audience can also be validated by my extensive work history in customer service positions.

SUCCESS CATEGORY 5: CUSTOMER AND MARKET FOCUS

Nurtures internal and external relationships: I am confident in my ability to build positive and productive relationships with a variety of people. During my time with Townsville News, I made an effort to build rapport and develop positive relationships with clients, including suppliers and sales representatives. For example, I always made a conscious attempt to remember names of clients and suppliers, even if I did not see them regularly. The result of this action was the noticeable increase in repeat business and compliments received by the owner of the business.

Isabelle Gosling V3138 2

Listens to, understands and recognises the needs of others: Working in a customer focused industry requires the ability to listen and understand the needs of internal and external clients alike. At BMR Hotel Group, I work collaboratively with senior and junior employees to identify issues and implement solutions within the customer service team. I was recently nominated by the team to be the liaison with management, hence I am required to consult and share information on a regular basis. I keep all stakeholders informed of any issues and the processes to alleviate potential problems. The team’s always happy with my efforts and are confident with me sharing information.

Negotiates confidently: During my time with The Flight Company, I was required to negotiate with clients on a regular basis. This involved having a clear understanding of the situation or issue, the desired outcome and being able to discuss the issue/s professionally and thoughtfully to assist with managing the customers’ expectations. For example, a passenger who needed to be in Brisbane due to a family emergency had booked a flight that was subsequently delayed by a day. The passenger was inconsolable as his mother was dying. I managed to negotiate with the passenger and another carrier by organising an alternative flight. A few weeks later, the passenger sent a thank you to my company for my kindness, understanding and assistance.

SUCCESS CATEGORY 6: PROCESS MANAGEMENT IMPROVEMENT AND INNOVATION

Responds positively to change: Happy Healthy Families Health Insurance Company exposed me to a variety of scenarios where I was able to utilise skills necessary to manage change. One example was the upgrade to the computer software application being used to quote insurance policies and process claims. Not only was it necessary to learn a new computer system, it was necessary to make changes to the existing work procedure and script when speaking with customers. I found it was necessary to be positive, flexible and open to sharing information with others in the team. This allowed me to adapt and undertake my duties with confidence and ease.

Promotes and adopts a positive and balanced approach to work: Being organised and dedicated to my role has meant that I have always been able to achieve the objectives and duties of my position and projects. Happy Healthy Families Health Insurance Company required each Call Centre Operator to meet monthly KPI’s. I often felt the pressure to be able to achieve my targets; however my time management skills and my ability to remain calm, composed and positive ensured I completed all of my tasks on time to meet my KPI targets. In December 2008, I received recognition for my achievements by receiving the Employee of the Month Award.

Communicates clearly: My previous customer service experience has provided me with numerous opportunities to develop my communication skills. Past employers have confirmed my ability to communicate at all levels, clearly and with confidence. In my role with BMR Hotel Group, I am required to respond to all email enquiries. I ensure to focus on the key questions or comments and to respond in a clear, concise, and articulate manner. I often receive reply emails thanking me for providing invaluable information, being understanding and helpful. It’s a pleasure to know the clients that I have dealt with are happy with the information and service they receive.

SUCCESS CATEGORY 7: SUCCESS AND SUSTAINABILIY

Identifies and uses resources wisely: I am currently completing a Certificate III in Customer Contact with Barrier Reef Institute of TAFE. During one of my modules, I was required to complete a group assessment with the focus of conducting a telemarketing campaign. I was selected to be the leader of my group and was required to identify key capabilities of each team member and assign responsibilities accordingly. Through good planning, cooperation and open communication I was able to identify the resources and capabilities needed for our team to complete the assessment within the allocated timeframe. The assessment piece was used as an example to others undertaking the course and my team gained a competency for the module and top comments from the lecturer.

Takes responsibility for managing work projects to achieve results: At The Flight Company, it was necessary to follow set policies and procedures to ensure daily tasks were completed according to business protocol. It was also important to adhere to documentation procedures when issuing or making changes to tickets, itineraries and manifests. I was required to manage priorities and be accountable for the successful completion of these types of tasks to ensure transparency of my transactions and to meet my KPI targets. My manager was always pleased with my KPI results.

Commits to action: As a Senior Customer Service Officer with BMR Hotel Group, I always like to show my initiative and display my energy and dedication to achieving set tasks and corporate goals. I action all hotel reservations accurately according to the Reservations Policy and use my initiative to ensure I am familiar with changes to hotel packages, room types, rates, facilities and services. If I find an error with room rates or accounts, I always rectify the error by accessing the rating codes within the computerised reservation system. Whilst this is not part of my role, I take personal responsibility to ensure problems are rectified immediately in order to achieve sales targets and business objectives.

Isabelle Gosling V3138 3

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