Emerson Meder

I have recently taken up an opportunity to travel in an effort to gain new experiences, foster personal development, and bring a renewed perspective of the world. This period of travel has allowed me to build strong connections with other individuals and cultures, which has cultivated new growth and a better understanding of my future goals. I have plans to return to Australia immediately after successfully finding employment.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Offered full time ongoing position at Service NSW as Customer Service Officer in June 2021 when traineeship completed.
• Worked on behalf of agencies such as Create NSW, Office of Environment and Heritage, Revenue NSW, Office of Aging and Transport NSW at Service NSW answering customer enquiries.
• Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
• Trained and mentored new employees.
• Complied with corporate and regulatory policies regarding information confidentiality and privacy.
• Navigated multiple computer systems and applications and utilised search tools to find information.
• Developed and maintained courteous and effective working relationships.

• Advanced role as Customer Service Officer by working on pilot project based on answering complex customer enquiries requiring bespoke and detailed response.
• Worked alongside Senior Leadership and Project Officers to improve pilot focusing on customer satisfaction.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Completed data entry to record notes, suggestions and questions. Regularly maintained document maintenance and conducted system reviews.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Developed community reputation through commitment to customer satisfaction and strong client relationships.
• Used company troubleshooting guidelines to evaluate technical problems and find appropriate solutions.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Hired as Trainee for Service NSW by Hunter Valley Training Company (HVTC), completed Certificate III Customer Engagement whilst working as full-time employee.
• Carried out day-to-day duties accurately and efficiently.
• Used technology competently such as computes, phones and systems like Salesforce, Microsoft Office, SAP, Teams, Outlook ect. on daily basis.
• Maintained SLA requirements and exceeded management workload expectations.

• Awarded "Employee of the Month" for September 2019 for outstanding customer service.
• Provided excellent face-to face customer service by greeting customers and meeting quality expectations.
• Took orders, prepared meals, and collected payments.
• Worked well with teammates and accepted coaching from management team. Collaborated with team members to complete orders.
• Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.