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Natalie Doughty
Objective
A challenging career that provides me with the opportunity to further
develop my technical and leadership skills.
A dedicated customer focused professional with eight years’
experience within the sales and customer service sector. You will find
that I am an enthusiastic, hard worker who enjoys being involved in a
dynamic environment & offer a high level of pride and professionalism
in my work.
Employment
History
OPTUS SINGTEL
Tier III Outbound Specialist
Duties:
• High level of customer service focus including the highest
standard of customer service interaction, customer support,
trouble shooting and professional call manner
• Delivery of advice regarding product specialties including mobile,
fixed and prepaid services.
• Achievement of internal targets in line with key performance
indicators (KPIs)
• Churn reduction.
• Creating Rapport with new customers
• Working off targeted campaigns.
• Assisting Sales Support and inbound customer care on Monday’s
• Assisting the business with targeted emergency campaigns (ie.
Note 7 Re-Call)
1
402/33 Blackwood Street,
North Melbourne 3051 VIC
MOBILE: 0404131588
EMAIL: Natalie.Doughty@optus.com.au
D.O.B: 05/09/1988
January 2014 – December 2015
Blended Retention Agent
Duties:
• Combination of Internal and Outbound Retention Agent duties.
• Retaining high churn customers.
• Problem solving.
• Deterring customers from cancelling by offering appropriate
solutions that benefit the business and the customer.
• Achievement of internal targets in line with key performance
indicators (KPIs).
March 2011 – December 2013
My Way/SWAT Outbound Specialist
Duties:
• High level of customer service focus including the highest
standard of customer service interaction, customer support,
trouble shooting and professional call manner.
• Achievement of internal targets in line with key performance
indicators (KPIs).
• Effective time management skills.
• Team cooperation and involvement.
• Churn reduction.
• Ability to engage and work in a fast paced environment.
• Business retention.
2
• Working off targeted campaigns.
• Re-contracting new and existing customers, creating a return on
investment.
• Assisting Sales Support Admin.
October 2008 - March 2011
Mobile Customer Service Optus
Duties:
• High level of customer service proficiency including customer
care and support and professional call manner.
• Achievement of internal targets in line with key performance
indicators (KPIs).
• Trouble shooting.
• Effective time management skills.
• Team cooperation and involvement.
• Ability to engage and work in a fast paced environment.
Other skills
• Sales support Admin
• Mediation / Issue Resolution
• Strong customer service proficiency & communication skills within
inbound and outbound call centre environments
• Ability to work autonomously and deliver key results across
multiple disciplines
• Ability to build workplace capability and foster positive workplace
relationships
• Able to learn & adapt to change
• Highly developed interpersonal skills
3
Personal Qualities  Energetic & enthusiastic
 Hardworking, pleasant personality
 Able to deal with difficult individuals in a calm, courteous manner
 Fit & healthy
 Able to respond under strenuous circumstances in a sufficient
manner
 High level of professionalism & pride in work
 Honest & reliable
 Punctual & well presented
Education
Interests and
activities
2006: Certificate III in Hairdressing
Victoria University (Melbourne)
• Professional & Self development
• Health & Fitness
• Meeting new people
Referees
Available upon request
4

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Natalie Doughty Resume 2016

  • 1. Natalie Doughty Objective A challenging career that provides me with the opportunity to further develop my technical and leadership skills. A dedicated customer focused professional with eight years’ experience within the sales and customer service sector. You will find that I am an enthusiastic, hard worker who enjoys being involved in a dynamic environment & offer a high level of pride and professionalism in my work. Employment History OPTUS SINGTEL Tier III Outbound Specialist Duties: • High level of customer service focus including the highest standard of customer service interaction, customer support, trouble shooting and professional call manner • Delivery of advice regarding product specialties including mobile, fixed and prepaid services. • Achievement of internal targets in line with key performance indicators (KPIs) • Churn reduction. • Creating Rapport with new customers • Working off targeted campaigns. • Assisting Sales Support and inbound customer care on Monday’s • Assisting the business with targeted emergency campaigns (ie. Note 7 Re-Call) 1 402/33 Blackwood Street, North Melbourne 3051 VIC MOBILE: 0404131588 EMAIL: Natalie.Doughty@optus.com.au D.O.B: 05/09/1988
  • 2. January 2014 – December 2015 Blended Retention Agent Duties: • Combination of Internal and Outbound Retention Agent duties. • Retaining high churn customers. • Problem solving. • Deterring customers from cancelling by offering appropriate solutions that benefit the business and the customer. • Achievement of internal targets in line with key performance indicators (KPIs). March 2011 – December 2013 My Way/SWAT Outbound Specialist Duties: • High level of customer service focus including the highest standard of customer service interaction, customer support, trouble shooting and professional call manner. • Achievement of internal targets in line with key performance indicators (KPIs). • Effective time management skills. • Team cooperation and involvement. • Churn reduction. • Ability to engage and work in a fast paced environment. • Business retention. 2
  • 3. • Working off targeted campaigns. • Re-contracting new and existing customers, creating a return on investment. • Assisting Sales Support Admin. October 2008 - March 2011 Mobile Customer Service Optus Duties: • High level of customer service proficiency including customer care and support and professional call manner. • Achievement of internal targets in line with key performance indicators (KPIs). • Trouble shooting. • Effective time management skills. • Team cooperation and involvement. • Ability to engage and work in a fast paced environment. Other skills • Sales support Admin • Mediation / Issue Resolution • Strong customer service proficiency & communication skills within inbound and outbound call centre environments • Ability to work autonomously and deliver key results across multiple disciplines • Ability to build workplace capability and foster positive workplace relationships • Able to learn & adapt to change • Highly developed interpersonal skills 3
  • 4. Personal Qualities  Energetic & enthusiastic  Hardworking, pleasant personality  Able to deal with difficult individuals in a calm, courteous manner  Fit & healthy  Able to respond under strenuous circumstances in a sufficient manner  High level of professionalism & pride in work  Honest & reliable  Punctual & well presented Education Interests and activities 2006: Certificate III in Hairdressing Victoria University (Melbourne) • Professional & Self development • Health & Fitness • Meeting new people Referees Available upon request 4