Irina Dura

Irina Dura Corbeanca, Ilfov, Romania - -- I am actively looking for Customer Contact Officer/Customer Service/ Administration job where I can learn even more skills and work independently as well as part of a team. I chose the Customer Service field because I like to help others and make a positive impact in their lives. Accomplishments & past work Custommer Contact Officer and Contractor at Serco Australasia – Essendon Fields Office 20th August 2022 – September 2023 I have been working at Serco Australasia – Essendon Fields Offices since 20th of August 2022 to present and my contract ends 17th of July. First, I started with processing passport applications and data entry. The passports contract ended and we started a contract with Services Australia as a Customer Contact Office taking inbound calls and sometimes outbound. I was responsible to deliver customer services to Australian citizens/Older Australians/Australians in need of emergency financial support or payments on behalf of Services Australia. I responded to inbound calls from the Australian community, often of complex in nature. I possess strong customer service skills, a solid understanding of call centre operations and a commitment to serving the community. Key Skills: Customer service, empathy and active listening Effective call handling Computer literacy Ability to follow detailed processes and steps and explain these in a customer friendly way Able to identify customers who may be affected by Family and Domestic Violence and offer appropriate referrals and support services Guiding customers through protecting their privacy and safety when interacting with the agency (Services Australia), guiding the customers through payments and services they may be able to access Identify the warning signs of customers in distress or thinking about harm to self or others to appropriately respond to customers compassionately Key Responsibilities: Answering Calls: handle incoming calls from customers, including greeting callers professionally, listening attentively to their enquiry or requirement and address their needs effectively. Providing information: have a comprehensive understanding of the Services Australia processes and offerings to provide accurate and helpful information to customers Troubleshooting: respond to calls about technical problems or issues related to a product or service. Supporting by diagnosing the problem, providing step-by-step guidance, and assisting customers in resolving their issues. Resolving complaints: using empathy, patience, and skill in conflict resolution with the aim to resolve complaints satisfactorily, offering solutions or referring to the appropriate avenue. Documenting Interactions: recording the customer’s concerns and the steps taken to address the issue and any relevant information for future reference. Adhering to Policies and Procedures: be knowledgeable about comprehensive and complex policies, procedures, and guidelines. Meeting very high quality standards to ensure compliance when addressing customer inquiries or resolving issues. Continuous Learning: undergo regular training to stay updated on new processes, services, or policies. Maintaining Professionalism: maintain a professional and courteous demeanor throughout all interactions with customers. Strive to remain calm, patient, and respectful, even in challenging situations such as encoutering aggression or emotional people. Amazon Associate – Ravenhall Amazon Warehouse 30th May 2022 – 12th July 2022 I started working at Amazon warehouse in Ravehall at the end of May and have been trained in picking products into totes & trolleys and taking them to designated areas (tranship and/or packing area). I have been awarded for working at 117% productivity rate and working well as a team. I love it there but unfortunately they are not as busy now and I am not getting enough shifts. This is the reason I am looking for a new Warehouse job. I like this kind of work because I keep active and fit. I am looking for at least 35 hrs a week and looking for a permanent position that I can rely on. I can work any day except Saturdays & Fridays. Self-Published 2 books and listed them on Amazon- I started writing my first book at the beginning of 2014 in the weight-loss, Health & self-help Niche and listed it on Amazon. Soon after, I wrote my second book and listed it on Amazon. I continue to write regular blog posts on my blog to help as many people as I can to live a healthier, happier life. Both my books are listed on Amazon as paperback and e-book formats. Durabond Pty Ltd (Vic.) – Contracts Administrator Jan 2014 to Dec 2018. Typed out quotes, emailed them to different builders that tender for the specific jobs we quoted for. Replied to emails. My Designer Kids Wear - Owner/Admin August 2010 – June 2013 I started an e-bay store and soon reached Power seller status. I sold baby, kids and ladies plus size clothing and ladies fashion accessories sourced mainly from Europe, USA and Singapore. Daily tasks would be to: Answer buyer’s questions about product details (taking measurements mostly & sometimes tracking parcels). Provided exceptional customer service to my online customers, hence the power-seller status Packed and posted orders no later than a day after I received payment from customer Contact buyers with their package tracking number Market/Advertise my e-bay store online and offline WP Contractors - (Painter) Dec 1992 to Dec 1993 I worked in the family business with my Dad. My tasks would be to prepare walls, doors, woodwork (sand, patch, dust) and then apply undercoat, sand and dust again and then apply high gloss on woodwork with paint brush. I also painted walls with roller. Education Health Schools Australia 1994 – 1996 Completed a 2-year Remedial Massage Course. In between home schooling and the Remedial Massage course, I learned the painting trade from dad and worked with him and my brother and sister in commercial painting for a year. I also worked in sewing kids clothing & Bedding sets + Sheet sets for a couple of factories in Tullamarine. We would take the work already cut and sew them together at home and then take the completed work back to the factory. Home Schooled- I was enrolled in home schooling and finished year 7 and 8 Sturt Primary School (Wagga Wagga, NSW) 1990 Grade 6. Footscray West Primary School 1987 – 1989 Grade 4 – Grade 5 Primary School in Romania In 1986 I started grade 1 in Romania and half-way into grade 2, I received Australian Citizenship through my parents and travelled to Australia. When I arrived in Australia, my parents enrolled me in Footscray West Primary School. After they assessed me, they placed me in Grade 4. Skills Customer service, empathy and active listening Effective call handling Guiding customers through protecting their privacy and safety when interacting with the agency (Services Australia), guiding the customers through payments and services they may be able to access Identify the warning signs of customers in distress or thinking about harm to self or others to appropriately respond to customers compassionately On time/Punctual Hardworking Tidy Computer literacy Ability to follow detailed processes and steps and explain these in a customer friendly way Able to identify customers who may be affected by Family and Domestic Violence and offer appropriate referrals and support services Good time management An eye for detail Activities I love to cook, I often cook extra so that I can surprise friends with home made food, cakes, pastries. I also love to play music on my keyboard. I love to talk to people, encourage others and help in any way I can. I am a good listener. If I do get free time, I love to do beadwork, diamond dot painting and go out with friends.