1. RESUME
NAME: Kerri-Anne Lorelei McKenzie
ADDRESS: 14 Merriwa Street
SUNNYBANK HILLS QLD 4109
PHONE: 07 3344 6728
MOBILE: 0421 935 734
EMAIL: kerrikuch@hotmail.com
EMPLOYMENT HISTORY
2014 WESTPAC (CREDIT CARD SUPPORT)
25 Pierson Street
LOCKLEYS SA 5032
Customer Service/Helpdesk Consultant
• Answering calls on a helpdesk from Branches, the Contact Centre, and from customers
• Excellent customer service when dealing with complex issues from other staff members and
customers
• Transferring calls to other Departments within Westpac to better service customer needs
• Closing Credit Cards and giving Payout Figures for customers and at Lending
Centre's request
• Decreasing Credit Limits on Credit cards
• Learning new computer systems with ease
• Attention to detail in all dealings
• Being Professional and polite on all calls
• Checking accounts and advising on recent transactions and interest with the utmost
professionalism and courtesy
2013-2014 RAA RETAIL CONTACT CENTRE
101 Richmond Road
MILE END SA 5031
Retail Sales & Service Consultant
• Excellent customer service
• Courteous and polite phone manner
• Selling of RAA Motor Vehicle Insurance and Home & Contents Insurance over the phone
Answering complex insurance issues with ease in order to deliver the best service
• Excellent computer skills
• Attention to detail in all work
• Professional in all dealing with other staff members when speaking with employees from other
Departments
• Taking Credit Card payments over the phone
• Following up with customer complaints and being able to come to an amicable solution
• Attending and contributing to monthly team meetings
• Working autonomously and as a part of a dynamic team
2. • Achieving all KPI’s
• Dealing with pressure in a professional manner
• Ability to easily give customer their options for insurance
2013 HILLS HOLDINGS LIMITED
159 Port Road
HINDMARSH SA 5007
• Excellent customer service on a daily basis talking to account customers and also members of
the general public
• Taking orders over the phone from account customers for Hills products
• Taking Credit Card payments from general public when wanting to purchase spare parts
• Following up with customers with concerns and complaints about products being out of stock
• Excellent data entry of orders that have been emailed and faxed in by account customers
• Attending and contributing to Team Meetings on a weekly basis
• High level of Time Management Skills so that my day will flow and all work will be completed
in a timely manner do so that all deadlines are met
• Working as part of a dynamic team
• Dealing with pressure in a professional a manner
2012 NCML – THORN AUSTRALIA
123 Glen Osmond Road
EASTWOOD SA 5063
CUSTOMER SERVICE OFFICER
• Excellent customer service when dealing with consumers
• Taking payments from consumers by Credit Card on a daily basis
• Following up with consumers that may have missed payments on their accounts
• High level of literacy and numeracy skills to make payment arrangement with consumers and
advise of how long account will take to pay off
• High level of Time Management Skills so that my day will flow and all work will be completed
in a timely manner do so that all deadlines are met
• Working as part of a dynamic team
• Dealing with pressure in a professional a manner
• Advising consumers on every call of payment methods either BPAY, Bank Details for them to
pay cash into NCML Trust acct
• Outbound calling to Consumers to Review Accounts every 3 months to see if they can Pay
Account in full, Settle their account in full (with a discounted offer) or increase payments in
order to pay account off sooner
• Using NCML database as well as Microsoft Office and Excel at an intermediate level on a daily
basis
2012 TELSTRA
30 Pirie Street
ADELAIDE SA 5000
CUSTOMER SERVICE OFFICER
• Helping customer with problems with their mobile phones
• Coming to a resolution to enable customers to use mobile phones effectively at all times
• Activation of customer’s mobiles
3. • Looking at Telstra Mobile Phone Accounts worth over $300,000.00
• Handling email requests for large volume of work from Corporate & Government customers
2007-12 GE Finance
Logan Road
BURANDA QLD 4102
COLLECTIONS OFFICER
• To assist in the re-education process of clients customers to ensure that their accounts remain current
• Both inbound and outbound collections on a daily basis
• Negotiate the payments of outstanding debts according to the payment guidelines set down by the client (GE
Finance)
• Liaise with other Orange service departments regarding customer enquires & transferring calls for further
assistance when necessary.
• Be an active contributor to the teams’ success by achieving individual KPI’S
• Action all incoming correspondence within 24 hours
• Adhere to the privacy act
• Excellent customer service
• Demonstrated ability to be flexible in any situation
• The ability to communicate with any one at any level with either customers, team members or member of another
department within GE Finance
2004-05 3G Collections
Stellar Call Centres
31 Duncan Street
FORTITUDE VALLEY QLD 4003
COLLECTIONS OFFICER
• To assist in the re-education process of clients customers to ensure that their accounts remain current
• Both inbound and outbound collections on a daily basis
• Negotiate the payments of outstanding debts according to the payment guidelines set down by the client
(Hutchison)
• Liaise with other Orange service departments regarding customer enquires & transferring calls for further
assistance when necessary.
• Be an active contributor to the teams’ success by achieving individual KPI’S
• Action all incoming correspondence within 24 hours
• Adhere to the privacy act
• Excellent customer service
• Demonstrated ability to be flexible in any situation
• The ability to communicate with any one at any level with either customers, team members or member of another
department within Hutchison
2002-2003 CENTRELINK
Brisbane Riverside Call Centre
423 Queen Street
BRISBANE QLD 4000
CUSTOMER SERVICE OFFICER
• Provide excellent customer service to all Centrelink customers who chose to do business over the telephone
• Maintain and improve the level of service to customers, to the satisfaction of the organisation and the customer making
sure to adhere to Cenrelink’s Policy and Procedure
• Accurate typing 60 wpm
• Accurate data entry skills 1500 ksm
• Excellent communication skills both verbal and written
• Excellent decision making skills
• Being part of a diverse team and actively participating in team briefings
4. • Excellent listening skills
• Excellent interviewing skills in the PA Preference Line Project
• Attention to detail in all aspects of my work
2001 AXAAUSTRALIA
144 Edward Street
BRISBANE QLD 4001
CUSTOMER SERVICE CONSULTANT
• Excellent customer service in a call centre environment
• Touch typing at 60 wpm
• Data Entry at 15000 kspm
• Selling of AXA Investment Products
• Knowledge of investment products and services
• Working in a team environment
• Administration duties when required
• Handling difficult callers and complaints with the utmost professionalism
• Handling member queries on investment and superannuation policies
• Using computer packages such as Microsoft Word '97, Excel, Lotus Notes, and any mainframe system
• The ability to learn quickly and absorb what I have learnt with ease
• Excellent presentation of myself and my work
• Excellent written and oral communications with not only AXA members, Financial Advisors, as well as internal
departments
1995-01 TELSTRA MOBILENET MEMO
167 Eagle Street
BRISBANE QLD 4001
CUSTOMER SERVICE OPERATOR
• Excellent customer services to all caller whether general public, corporate clients or other Telstra sections
• Accurate typing at 60 wpm
• Excellent oral and written communications
• Using Microsoft Office ‘98 Software
• Selling of Telstra products and services to the callers
• Receptionist duties in a Call Centre environment
• Answering customers queries on Mobilenet Memo products and usages
• Handled customer difficulties and complaints with the utmost professionalism and politeness
• Taking messages on the Mobilenet Memo Software system – AIMS
• Working as part of a team for the better moral at Memo Centre, also the ability to gain ideas
• Participated in Staff Meetings
• Helping and offering advise as part of a Team in a work environment
EDUCATION:
Studying:
2014 Diploma of Management
Courses Completed:
1999 Windows in Computers
1990 Office and Business Fundamentals
