Natalie Doughty is an experienced customer service professional seeking a challenging career opportunity to further develop her technical and leadership skills. She has over 8 years of experience in sales and customer service roles at Optus, where she has consistently met performance targets. Her roles have included outbound specialist, blended retention agent, and customer service representative. She aims to provide a high level of customer focus, problem solving abilities, and time management skills to any new role.

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)
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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.
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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
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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
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