Kathleen Turner is seeking a challenging position that allows her to continue developing her skills. She has a Bachelor's degree in Human Resource Management and extensive customer service experience, including over 2 years handling inbound calls at an ATO call center. She has strong communication, problem solving, and computer skills and is trained in individual, business, and debt matters.

1. PO Box 94
kathleen.may.turner@gmail.comRiverstone 2765 0401 865 226
https://au.linkedin.com/pub/kathleen-turner/b4/391/406
Career Objective
Keentofinda challengingpositionwithinanambitiousemployerwhere Iwill be able tocontinue to
increase myworkexperience &developmyabilities.
Availability
Currently seekingfull timeemployment.
Education and Qualifications
Australian CatholicUniversity 2013 – 2016 B. Human Resource Mgmt.
WyndhamCollege Year 11-12, 2011-2012 HigherSchool Certificate
Quakers Hill High School Year 7-10, 2007-2010 School Certificate
Key Skills andCompetencies
 Able tohandle complex callsandsituations.
 Demonstratingempathyandunderstandingwhentalkingtocustomers.
 Able todeal withirate andabusive callers.
 A proventrack recordof handlinghighvolumecalls.
 Can type at 60 wpm.
 Excellentlisteningandproblemsolvingskills.
 Excellentcommunicationskillsandtelephonemanner.
 Good keyboardskillsandknowledge of customerservice principles&practices.
Previous Experience
Datacom Australia ATO Outsource Referee: Available UponRequest
04 / 2016 – Current
CustomerService Representative
 Individual Trained
 BusinessTrained
 Debt Trained
 WebChat/ ScreenShare Trained
 ATO outsource call centre inNorthRyde,takinginboundphone callstosolve all individual,
businessanddebtenquiries.Thisrangesfromprocedurestosupplytax file numbers,
reissuingBASuponrequests,enteringclientsintopaymentarrangements,etc. Thisposition
requiresalotof active listeningtodeliverthe correctresult,andhasalsotaught the
importance of negotiation,confidentiality,andconflictresolution.
Kathleen Turner

2. Duties:
 Providingadvice,informationandassistance tocallers.
 Attemptingtoresolve all enquiresonfirstcontactwiththe caller.
 Making sure that all telephone callsare answeredpromptly.
 Dealingwithcustomer’squeries,requests,ordersorcomplaints.
 Researchrequiredinformationforcallersusingavailable resources.
 Essentiallyreceivingupto50 incomingcallsfromcustomersdaily.
 Involvedinprocessingorders, payments, formsandapplications.
 Accuratelyrecordingdetailsof callsandissuesonloggingsoftware (Siebel).
 Havinga professional andcourteousmanneratall times.
 Identifyingandescalatingpriorityissuesorcustomercomplaints.
 Takingownershiponall callsandqueriesanswered.
 Processingof inboundcorrespondence anddocumentverification.
Lil KidzConstructions Referee: Kylie Wilkinson (Operator – 0410 568 871)
2015 – Current– Party Host
 Party hostof Legostyledbirthdaypartiesforchildren.Providingentertainmentthroughguided
Legostyledgames.
 Deliveryof Legotoschools/ communitygroups.
DryCleaners2 u
2014 – Door to Door Sales
 Door to door sales,approachingnew clientsandinformingof anew service available inthe
area,collectionanddistributionof promotional goods
 Introducedanewuse of technologytothe job,andintroducedforms(usinganiPad) to
examine performance,andmonitorefficiencyandeffectiveness
Pricemart - Stanhope - CustomerService Attendant 2013
 Customerservice,retailexperience,pricingof new products,general cleaning,merchandising,
workingwithinateam,countingthe float,small paperwork( New deliveryentries,weekly
income balance sheets),Heliumballoonfilling( Foils,Latex,andnovelty)
Complete Recruitment - PickPacking 2012
 EDC / SonyDADC – PickpackingusingRF scanning,Pickbylight,workingcohesivelywithina
team,and workingwithinafastpacedenvironment.
BMS Wholesales(Rouse Hill,Retail Front) - Customer Service Attendant 2011 - 2012
 Workingcloselywithinateam,andfrequentlyasanindividual
 pricing,packingshelves,openingandclosingthe store,general cleaning,closingoff registers
and countingthe float.
 Pickpacking,qualityassurance,andusingpalletjacks.

3. Borders Rouse Hill – CustomerService Attendant 2010-2011
 Customerservice –Answeringenquiries,sales,POScashregisteruse,problemsolving,and
conflictresolution.
 Stackingshelves,labelling,stocktaking.
 Received‘Rookie of the Year’Awardfor2010.
EvolutionControls Pty Ltd – AdministrationAssistant 2008-2010
 Answeringanddirectingenquiriesonthe phones.
 Photocopyingdocumentsand Filing.
 General computeruse inMicrosoftOffice Suite.
Internship
Hardy GroupInternational - Human Resources/ AdministrationAssistant 2015
Thisexperience enrichedandconsolidatedmystudiesfrom university.Ihave hadthe opportunityto
workwithPeople PulseSurveys,thencompilingthe resultsintoanExecutiveSummaryReport.
Developingbasictrawlingskillstoaccumulate asuitable candidate listforclients.Workingonforms
/ matrixes,andreferencechecking. Basicadministrationtaskssuchasphotocopying,filing,
documentdisposal,andphone answering/enquirieswere alsoundertaken.
Volunteer Work
PlumptonLong Day Care 2014, July – December
 Assistingwithgeneral duties,cleaning,simple cookingandpreparation,etc.
 Workingwiththe children,teachingreading,writing,art.
Soundwave Touring 2014, December– Current
 Promotingof eventsatconcertsaroundSydney,yearround.
 RF Scanningof ticketsat the festival
 CrowdCare.