NANCY ALEXANDER

1 Silver Princess Way, Jane Brook, WA 6056 • Mob: 0422 323 276 • nancyalexander26@gmail.com

Professional Summary

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Worked with people from many different diverse cultures. I am of Aboriginal Decent.

Skills

Skilled in call centre operations Multi-line phone operation proficiency Talented client relations manager Adheres to customer service procedures Committed to maintaining data integrity Budgeting expertise Strong problem solving aptitude Completed telephone training seminar Familiarity with Key Performance Indicators (KPIs)

REFEREES

Jane Crompton - 0421 444 902

Naushad Hamza - 0423 548 986

Work History

Field Officer, 08/2016 to current

ABS – Australian Bureau of Statistics

Assisting the ABS with the 2016 Census Approaching households to collect data Issuing required forms to complete Census Forward onto ABS Follow up visits

Polling Assistant, 07/2016

AEC – Australian Electoral Commission

Ordinary Vote Issuing Officer

Ordinary Vote Issuing Officers issue ballot papers to electors whose names are found on the Certified List of Voters, mark the Certified List, account for ballot papers issued to them and assist with the conduct of the count after close of poll.

Ballot Box Guard

Ballot Box Guards supervise ballot boxes to ensure that voters place ballot papers in the correct ballot box, direct voters to the exit and assist with the conduct of the count after close of poll.

Field Supervisor, 11/2010 to 07/2015

PDC Australia Pty Ltd – Perth, WA

Project supervisor for Sensis Yellow Pages distribution. Plan, coordinate and supervise distribution plans to successfully meet client timelines and

quality KPI's as well as meeting corporate financial targets. Supervised 6 projects within Western Australia, Canberra and Newcastle NSW (regional and

Metro) through the year. Manage people and resources to ensure timely completion of distribution project Meet

timeline and quality targets on distribution projects by engaging with distributors and training them.

Handle Distributor requirements, interview and hiring and training. Pallet Control Monitor and manage Warehouse Stock Inventory. Successfully met 98% of client KPI targets over past 4 years Improved client satisfaction

ratings and perceived value add over the 4-year period. Timely completion of all distribution projects whilst achieving the required KPIs. Worked as a team member responsible for making key changes to the company website, job

training material and internal processes. Answered an average of 30 calls per day by addressing customer inquiries, solving problems

and providing new product information.

Clerk – PDC Australia, 06/2010 – 11/2010

Answering calls, setting appointments for Supervisor Data processing Assisting with loading of vehicles Training of distributors Assisting with Quality Control

Independent Sales Consultant, 11/2006 to 04/2009

UnderCoverWear – Western Australia Party Plan Hostess.

Described product to customers and accurately explained details and care of merchandise. Politely assisted customers in person and via telephone. Communicated with vendors regarding back order availability, future inventory and special

orders. Provided an elevated customer experience to generate a loyal clientele.

Educational Assistant, 07/2004 to 12/2004

Cassia Primary School – South Hedland, WA

Planned and led activities to develop students' physical, emotional and social growth. Instructed small groups of students in basic concepts such as the alphabet, shapes and

colour recognition. Tailored lesson plans for students with emotional and cognitive disabilities. Assisted the classroom teacher in supervising snack time and indoor and outdoor play. Led reading and arts and crafts lessons.

Customer Service Representative, 11/1998 to 04/2000

Target – San Diego, CA - USA

Handled all customer relations issues in a gracious manner and in accordance with company policies.

Welcomed customers into the store and helped them locate items. Shared best practices for sales and customer service with other team members to help

improve the store's efficiency. Used time efficiently when not serving customers, including folding clothes and cleaning out

fitting rooms. Resolved all customer complaints in a professional manner while prioritizing customer

satisfaction. Loss prevention.

Customer Service Representative, 03/1992 to 02/1995

Telstra – WA

Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.

Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed high call volume with tact and professionalism. Defused volatile customer situations calmly and courteously.

Telephone Exchange Operator, 08/1990 to 03/1992

Telecom Australia – Perth, WA

Obtaining phone numbers International connections Effectively managed a high-volume of inbound and outbound customer calls. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging

call centre environment. Managed high call volume with tact and professionalism.

Education

Certificate III in Pathology (HLT32607), WA School of Pathology: Phlebotomy, 2014 WA School of Pathology - Wangara, WA

Police Clearance available

Studying Diploma of Business Administration: Business Administration, Current

Licenses

“C” class – manual license

Forklift license