Jean Mulipola
Melbourne,VIC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Committee Member- Volunteer
Mernda Dragons Rugby League Club
03.2022 - Current
- Conduct outreach activities aimed at increasing awareness about the organisation in the local community.
- Provide input on decisions related to programme implementation, budgeting and resource allocation.
- Present ideas for new programmes and initiatives at monthly committee meetings.
- Attend meetings, listen to presentations and discuss various topics with other committee members.
- Organising Club events such as Club Fundraisers, Club Bonding Activities, Family days and End of Season Presentation.
- Assisting with Club Administration and seeking Sponsorships and Grants, ensuring all Club Members are compliant with Club Code of Conduct and NRL Policy.
- Running the Club Canteen on Training Nights and Hosting Game Days, Food preparation and using POS System to complete sales.
- Attended committee meetings to propose, discuss and advance management and investment ideas.
- Facilitated open communication among committee members, fostering an environment of trust and mutual respect.
- Collaborated with fellow members to achieve consensus on key policy decisions, ensuring alignment with organisational goals.
- Evaluated progress towards established objectives, identifying areas for improvement and recommending corrective actions.
Customer Service Banker Westpac Mortgage Operation
Startek Australia
02.2022 - 06.2024
- Serviced inbound calls to support Westpac, St George, Bank SA, and Bank of Melbourne Mortgage Brokers, Customers, Solicitors/Conveyancers and Internal Bank Staff throughout the Mortgage lifecycle including Pre-Approval, Post Approval, Settlements and Servicing.
- Communicated via email and phone with various internal departments to facilitate scheduled settlements and meet deadlines, mitigating potential financial penalties for customers.
- Delivered exceptional customer service by effectively addressing and resolving diverse inquiries and requests from Mortgage Brokers and Customers.
- Served as a reliable point of contact for Customers, Mortgage Brokers, Solicitors / Conveyancers in need of assistance, resolving any problems with a focus on excellence in customer service.
- Handled customer inquiries in a timely, accurate, and ethical manner adhering to organizational guidelines.
- Coordinated with various internal departments to achieve desired outcomes
- Met and exceeded specified standards by ensuring ongoing adherence to team objectives, call quality requirements, and average handle time measurement.
- Utilised various customer service platforms to efficiently handle customer inquiries.
- Applied a thorough understanding of Westpac Mortgage Products and Services to ensure a high level of customer service and satisfaction
- Consistently maintained a high level of professionalism aligned with Startek and Client Values.
- Implemented successful strategies to foster long-term customer relationships while showcasing an extensive product and service portfolio
- Effectively carried out additional responsibilities as assigned by company management.
- Provided effective problem-solving techniques and utilized extensive product knowledge to address customer issues with tailored solutions.
Customer Support Agent - Casual
Verifone
04.2021 - 01.2022
- Outbound calls to Merchants confirming details, booking in jobs for technicians to attend and install required Eftpos Terminals.
- Liaising with technicians to confirm stock on hand, book same day jobs, confirm availability and quotes for jobs outside their assigned service area.
- Assisting with the backlog Spreadsheet of outdated terminals to be returned and sending out bulk SMS to merchants for this project.
- Assisting with creating return connotes for outdated terminals, working off a Spreadsheet for this project ensuring all connotes with the shipping company were created accordingly.
- Assisting with the project that handled the backlog of jobs that failed in migrating from the old system to new system.
- Monitoring the email inbox dedicated to technicians and other team members sending emails regarding closing off jobs techs or customer service team weren't able to in order for techs to be paid.
- Investigating Eftpos serials causing delay in jobs being closed off due to being in incorrect locations, identifying current locations, identifying correct locations and having these moved behind the scenes. If all avenues exhausted with no resolution, passing onto IT department.
- Liaising with Customers- various Banks, attainting permission to close off certain jobs and confirming status of jobs in question.
Clerk - Casual
Melbourne Pathology
06.2020 - 03.2021
- Triage- Receiving all Specimens, sorting and distributing accordingly to correct departments
- Processing and entering all specimens accurately through the system and sending to correct labs and departments
- Prioritising referrals according to the level of urgency
- Troubleshooting referrals with missing specimens or errors
- Imaging- Collection of all completed referrals, scanning and filing
- Observed all deadlines, enabling timely completion of tasks.
- Followed all confidentiality rules to preserve data quality and reduce chance for information compromise.
- Observed deadlines, enabling timely completion of tasks.
Customer Service Staff- Casual
Metro
07.2019 - 06.2020
- Directing customers to the correct replacement buses.
- Assisting customers with special needs.
- Data Entry into the Metro PAX App.
- Assisting customers with bus replacements queries.
- Assisted approximately 40-50 customers every 10-15 minutes making it sometimes a high-pressure job
Cafe All Rounder- Casual
Mamma Ange Cafe
09.2017 - 05.2019
- Opening/ Closing the store
- Café setup/ pack down
- Serving customers/ Taking orders
- Food Preparation/ Making hot and cold beverages
- Handling customer transactions- Eftpos, credit card and cash
- The purchase of and management of stock
- Daily COB cash balancing
- Rotated stock items and ingredients to maintain freshness.
- Operated industrial dishwasher to wash glassware and utensils.
- Offered support to other stations during high-volume shifts to maintain optimal coverage and meet customer needs.
Customer Services Operator
Restaurant Brands Ltd
10.2013 - 08.2017
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- KPI maintenance and management.
- Partnered with other departments to facilitate seamless issue escalation when necessary.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Maintained accurate records of customer interactions, ensuring timely follow-up and resolution of issues.
- Assisted in training new hires on company policies, procedures, and best practices for exceptional customer service delivery.
Education
First Aid Certificate -
Allen's Training
Melbourne06-2024
Unitec Institute Of Technology
Auckland03.2015
Skills
- Excellent communication Skills - (Bilingual)
- Time management and prioritisation skills
- Ability to assert empathy and patience
- Problem resolution skills
- Attentive and effective listening skills
- Attention to detail
- Advanced computer literacy skills
- Adaptability and flexibility
- Fundraising
- Event Coordination
- Innovative and Visionary
- Leadership and People Development
- Organizational Development
Timeline
Committee Member- Volunteer
Mernda Dragons Rugby League Club
03.2022 - Current
Customer Service Banker Westpac Mortgage Operation
Startek Australia
02.2022 - 06.2024
Customer Support Agent - Casual
Verifone
04.2021 - 01.2022
Clerk - Casual
Melbourne Pathology
06.2020 - 03.2021
Customer Service Staff- Casual
Metro
07.2019 - 06.2020
Cafe All Rounder- Casual
Mamma Ange Cafe
09.2017 - 05.2019
Customer Services Operator
Restaurant Brands Ltd
10.2013 - 08.2017
First Aid Certificate -
Allen's Training
Unitec Institute Of Technology
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