Joel Smith Email & Phone Number

Wallan, Vic, Au

Melbourne, Victoria, Australia

Inbound contact centre consultant, with experience working in a fast paced and high-volume environment. Key Responsibilities • Answering incoming calls promptly, and providing an exceptional level of customer service.• Gathering relevant details from the customer pertaining to their enquiry, and navigating Salesforce to locate and provide appropriate information.• Resolving customer issues in an efficient and timely manner.• Managing challenging callers by empathising and de-escalating the conversation.• Accurate recording of data from customer interactions and effective case management.• Working within the parameters of Australia Post’s standard operating procedures (SOPs).

Customer-facing role which required me to always deliver a superior level of service.Key Responsibilities • Upholding and maintaining the integrity of the game by closely following Crown’s procedures and policies. • Calculate winning odds efficiently and accurately, and complete winning payouts with precision and confidence. • Maintain and manage a large float and handle significant sums of money.• Maintaining the security of my float and table by always remaining vigilant.• Offer to be able to provide accurate and helpful information to enquiring patrons. • Ensure that I remained up to date with current information/promotions, any policy/procedural changes, and to always present myself in a professional manner.• Trained to work in Lost Property and in the Security, Equipment Issuing Office. Both departments demanded a high level of attention to detail, and it was crucial that I follow Crown policy and procedure when working in both areas. When working in the Lost Property department, it was imperative that I accurately recorded personal details of the patron in our CRM system to ensure the person claiming the item was the rightful owner.

Diploma Of Sports Education

Through Sports Education Development Australia's (SEDA) AFL program in conjunction with Victoria University, I obtained a Diploma.

Certificate 3, Hospitality And Tourism

Qualification obtained through Crown College as a result of employment.

Diploma Of Event Management

Through Sports Education Development Australia's (SEDA) AFL program in conjunction with Victoria University, I obtained a Diploma of Event.