I’m a Brisbane-based customer service and technical support professional with over 15 years of experience across government services, financial services, healthcare technology, IT support, hospitality, and self-employment.

I’m known for being calm under pressure, strong on accuracy and confidentiality, and easy to work with — whether I’m supporting customers on the phone, troubleshooting technical issues, or managing day-to-day operations independently. I take pride in doing work properly, following process, and leaving people feeling supported and informed.

My Career Highlights

IT Help Desk & Technical Support

Context
Provided Level 1–2 technical support across hardware, software, and network environments for business clients and healthcare-related systems. Worked in fast-paced support environments requiring strong troubleshooting skills, clear communication, and SLA adherence.

Challenge
Resolving complex ICT issues efficiently while balancing ticket volumes, service level agreements (SLAs), and maintaining strong client relationships. Many users were non-technical and required clear guidance without jargon.

What I Did

• Delivered on-site and remote technical support for desktops, applications, and network issues
• Diagnosed and resolved incidents related to software systems, user access, hardware failures, and connectivity
• Managed service desk tickets within defined SLAs using structured escalation pathways
• Configured user accounts, permissions, and system settings
• Assisted with system deployments, updates, and implementation tasks
• Communicated technical solutions in plain language to non-technical users
• Documented incidents, resolutions, and work instructions to improve knowledge sharing
• Escalated complex cases to senior engineers when required while maintaining client communication

Result

Strong customer rapport and trust
Accurate documentation and compliance adherence
Effective time management in a KPI-driven contact centre

Key Skills Demonstrated
Empathy · Regulated processes · Clear communication · Time management

Context
Delivered frontline customer support within highly regulated financial environments. Assisted members and clients with superannuation accounts, banking enquiries, and business tax-related matters, where accuracy, compliance, and confidentiality were essential.

Challenge
Balancing empathy and efficiency while handling sensitive financial information, meeting performance targets, and ensuring strict adherence to compliance and privacy regulations.

Customers often call during stressful financial situations requiring calm guidance and clear explanations.

What I Did

• Handled inbound and outbound calls relating to superannuation accounts, banking services, and business tax matters
• Conducted identity verification processes to protect sensitive financial information
• Explained complex financial processes in clear, plain language
• Assisted with account access, contributions, rollovers, payments, and general account maintenance
• Managed high call volumes while maintaining accuracy and service standards
• Updated and maintained client records in CRM and internal systems
• Escalated complex cases in line with compliance frameworks and internal procedures
• Met and exceeded performance metrics, including quality assurance, call handling time, and customer satisfaction

Result

• Maintained strong compliance adherence in regulated financial environments
• Built trust with members and clients through clear communication and professionalism
• Achieved consistent KPI performance while maintaining service quality
• Supported clients through sensitive financial situations with empathy and accuracy
• Strengthened data security practices and confidentiality awareness

Key Skills Demonstrated
Regulatory Compliance · Confidentiality & Data Protection · Financial Customer Support · Identity Verification · CRM Management · KPI Performance · High-Volume Call Handling · Escalation Management · Clear Financial Communication · Risk Awareness

Financial Services Customer Support (Big Banks & Superannuation)

Trainer & Team Leader (Telecommunications)

Context
Led and developed customer service and technical support teams handling high-volume telecommunications accounts. The environment was KPI-driven, compliance-focused, and customer-experience centric.

Challenge
Maintaining service quality and compliance while meeting aggressive performance targets across large teams in a fast-paced contact centre environment. Balancing people development with operational metrics was critical.

What I Did

• Coached and mentored frontline agents on communication, troubleshooting, and compliance processes
• Monitored quality assurance scores, call metrics, and performance dashboards
• Conducted one-on-one performance reviews and structured coaching sessions
• Supported escalated and complex customer cases requiring leadership intervention
• Delivered onboarding training for new hires, ensuring smooth integration into live operations
• Collaborated with operations managers to implement continuous improvement initiatives
• Reinforced adherence to service level agreements (SLAs), compliance standards, and company policies

Result

• Improved consistency and quality of service delivery across the team
• Increased agent confidence and performance through structured coaching
• Reduced escalations through proactive skill development
• Maintained strong team engagement while achieving operational KPIs
• Developed future team leaders through mentoring and leadership modelling

Key Skills Demonstrated
Leadership · Coaching & Mentoring · Quality Assurance · Performance Management · Escalation Handling · KPI Management · Compliance Oversight · Team Development · Process Improvement

Guest Services Officer (Luxury Hospitality)

Context
Worked as a front-facing Guest Services Officer in a high-end resort environment, supporting international guests with bookings, enquiries, and on-site concerns. The role required professionalism, composure, and attention to detail in a fast-paced, service-driven setting.

Challenge
Delivering exceptional guest experiences while managing high service expectations, peak check-in/check-out periods, and complex guest requests — all while maintaining brand standards and operational accuracy.

What I Did
• Provided professional front desk support, including check-in, check-out, and reservation management
• Handled guest enquiries, complaints, and special requests with empathy and efficiency
• Coordinated with housekeeping, food & beverage, and maintenance teams to resolve service issues
• Managed payment processing and ensured billing accuracy
• Maintained confidentiality and security of guest information
• Ensured compliance with service standards and operational procedures

Result
• Contributed to consistently positive guest experiences in a luxury environment
• Strengthened cross-department coordination and service efficiency
• Built strong communication and conflict-resolution skills
• Developed the ability to remain calm and solution-focused under pressure

Key Skills Demonstrated
Customer Experience · Conflict Resolution · Cross-Team Coordination · Professional Communication · Attention to Detail · Service Excellence · Confidentiality · Multitasking