Madeline Clarke
Summary
Customer Service specialist across a broad range of industries, (health, telecommunications and hospitality) most recently at Crown Resorts, enhancing team productivity and customer satisfaction through effective problem-solving and critical thinking. Excelled in fostering teamwork and collaboration, significantly improving communication and service levels. Skilled in complaint resolution and call center operations, adept at driving performance and achieving results.
Overview
17
17
years of professional experience
Work History
Team Leader
Crown Resorts
07.2009 - 06.2024
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
Member Liaison Service Co-ordinator
Medibank Private
07.2007 - 07.2009
- Coaching and developing the skills and confidence of Medibank Liaison Officers located across Victoria, Western Australia and Queensland.
- Establishing a performance culture through leading the personal and professional development of the team.
- Monitoring, evaluating and reporting on the level of service provided by the team to the stakeholders.
- Developing and managing relationships with key stakeholders, specifically key hospital staff and the management team at Medibank Private
- Collaborated with cross-functional teams to ensure optimal support for all members' needs and interests.
- Facilitated open lines of communication between members and organization leadership, ensuring everyone''s voice was heard and considered in decision-making processes.
Skills
Teamwork and Collaboration
Problem-Solving
Attention to Detail
Complaint resolution
Money handling abilities
Active Listening
Critical Thinking
Call center experience
Timeline
Team Leader
Crown Resorts
07.2009 - 06.2024
Member Liaison Service Co-ordinator
Medibank Private
07.2007 - 07.2009
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