Shantaliah Filipo
Summary
With over 2 years of experience in customer support, I possess exceptional communication skills, excel at simplifying technical concepts, and thrive at working both collaboratively and autonomously. Relocating to Melbourne in January 2025, I'm looking for a role where I can simultaneously utilise and enhance my professional skills outlined below in my experience below.
Overview
8
8
years of professional experience
Work History
Customer Experience (CX) Specialist - Banking
Xero
11.2021 - 09.2024
- Provided technical support to customers using various channels such as direct messaging, phone & screen-sharing calls, and emails.
- Collaborated with cross-functional teams including Product, Account Managers, Core and Payroll to ensure customer queries were answered efficiently without the need to unnecessarily duplicate cases.
- Ensured customers were advocated for appropriately by escalating cases to seniors and people leads when necessary
- Utilised CRM tools such as Salesforce to maintain up-to-date customer records, raising Zendesk tickets for technical support, and troubleshooting by using internal help centre articles and content
- Triaged and raising support tickets to our technical teams, ensuring all required information was provided the first time
Case Management Officer
IDCARE
07.2020 - 10.2021
- Conducted cybersecurity risk-assessments for victims of cyber-related scams
- Used active-listening to hear each client's scam stories while simultaneously tailoring a verbal and written response plan
- Consistently met KPI's for call handling, treating 5 cases/hour for basic cases, and 3 cases/hour for complex cases
- Provided inbound and outbound call support for clients
- Maintained concise and clear case notes
- Provided follow-up support to clients, answering queries and advising about identity-related concerns
- Habitually stayed abreast of evolving scam-types, industry or regulation changes to ensure clients were always provided with accurate and relevant response plans
ESL Teacher
ILA Vietnam
01.2019 - 12.2019
- Crafted lesson-plans that adhered to curriculum requirements
- Researched and utilised diverse teaching approaches to help students of all abilities understand material
- Gave one-on-one attention to each student while maintaining overall focus on entire group
- Participated in curriculum and language centre training sessions
Customer Service Consultant
BNZ
01.2018 - 12.2019
- Matched customer needs with products and services to help customers optimise their accounts while achieving store conversion targets
- Assisted customers with digital integration of their accounts, demonstrating how and what additional services were available to better manage their money
- Profiled customers and booked appointments for Banking Advisors, consistently helping stores meet their weekly and monthly targets
- Reconciled cash drawer, turned in excess cash to maintain drawer security, and resolved discrepancies
- Co-ordinated with local kindergarten for BNZ's Closed for Good volunteering day
- Contributed to an increase in customer migration for Smart ATM's and digital integration at BNZ stores
Uber Expert
Uber Technologies
05.2016 - 01.2018
- Onboarded 10+ driver-partners and delivery-partners each shift
- Handled 15+ interactions per shift, addressing new and existing driver-partner queries
- Increased customer satisfaction by resolving platform issues
- Resolved partner queries and closed Zendesk tickets
- Presented orientation materials in group sessions to 30 driver-partners
- Utilised Zendesk to handle partner queries
- Co-planned WahineToa event recognising and celebrating the women driving Uber
Education
Web Development Training Scheme -
Dev Academy Aotearoa
Conjoint Bachelor of Arts | Bachelor of Commerce - Film, Media & Television, Marketing, Operations Management
University of Auckland
01.2020
Skills
- Technical communication
- Analytical thinking
- Proficient in Salesforce, Zendesk, Confluence, and Jira
- Technical troubleshooting
References
Available upon request
Timeline
Customer Experience (CX) Specialist - Banking
Xero
11.2021 - 09.2024
Case Management Officer
IDCARE
07.2020 - 10.2021
ESL Teacher
ILA Vietnam
01.2019 - 12.2019
Customer Service Consultant
BNZ
01.2018 - 12.2019
Uber Expert
Uber Technologies
05.2016 - 01.2018
Web Development Training Scheme -
Dev Academy Aotearoa
Conjoint Bachelor of Arts | Bachelor of Commerce - Film, Media & Television, Marketing, Operations Management
University of Auckland
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