Sue Robertson

Mobile: 0439 919 606, Email sue.robby21@gmail.com

Professional Profile
I am a professional Customer Service Specialist with comprehensive knowledge of the
Australian Telecommunications ,Retail, Administration and Hospitality.

Having demonstrated my exceptional customer service, administration and sales abilities over
the past 15years for Australia’s largest telecommunications company. I am now seeking new
challenges. My present role has provided me with a large range of skills valuable to any
organisation. My robust communication and coordination capabilities are strengthen by
administrative expertise and a passion for excellence in service and productivity, being a
dynamic asset to your team.

Competencies and Personal Attributes.

• Results orientated, excellent record in achieving

• Customer ready and focused with significant experience analysing and managing
escalated customer issues.
• Excellent presentation and organisational ability
• Honest and ethical with a commitment to non discriminatory practices.
• Able to make decisions, prioritize work and meet deadlines under pressure.
• Ability to deal with sensitive issues and difficult situations with discretion, tact and
diplomacy.
• Excellent communication, interpersonal and negotiation skills to gain the co-operation
of others within a professional team environment.
• Self motivated, well organised and able to work unsupervised.
• Confidentiality and attention to detail.

Qualifications and Skills

• Carried the Baton for Commonwealth Games – Telstra NSW

• Elite Performer Top Sales Consultant in NSW – Telstra NSW
• Winner of the Top ESG Winback and Sales Consultant. – Telstra NSW
• Winner of the Pinnacle Award- Telstra NSW
• ESG Achievement Award – Telstra NSW
• Employee of the Year – Airport Retail Enterprises Alice Springs NT

In-house Professional Development Skills

• TCW Inbound Sales and Services

• Manage Customer Billing
 • Manage Customer Interactions Evaluation
• Business Essentials
• Caring for your customer
• Make the telephone work for you.
• Whats the Question – Questioning Effectively
• Time Management
• OH & S for Team Leaders.
• Legal and Regulatory Overview

Computer Skills

• MS Word, MS Excel and Internet

• In-house Telstra Computer Systems

Education

• Wudinna Area School Wudinna SA (1968 – 1975)

• Sayta Reiki 1 & 2 with Masters –Teacher (200- 2002) Western
• Japanese Reiki 1& 2 (2008-2009)
• RSA- 7th January 2010
• RCG- 8th January 2010

Career History

Telstra Country Wide. Lismore NSW

July 2007 – October 2009
• Complex Billing Issues and Complaints.
• Deal directly with Member of Parliaments’ Office.
• Support Commercial Area- Data, Billing, Sales, Team Player.
• Meet and Achieve set targets, Town visitations. Local Promotions.
• Comprehensive Products and Service knowledge.

Customer Service Representative

Goonellabah Call Centre Goonellabah NSW.
May 1997 – July 2007
• Single Bill, Mobile Enq, Bigpond Billing, Foxtel Enquiries.
• Sales /Connections and Billing Enquires
• Customer Service /Team Player/Relief Team Leader.

Customer Service Operator.

Telstra 013 Alice Springs NT
May 1994- 1997
• Team Leader, Customer Service, Customer Complaints.
• Wages, Data Work, Rosters for full time and part time.
 • Open and closing of centre.

Cook/ Waitress
FAC Airport Alice Springs NT
May 1992 – May 1994
• Bistro Cooking and Cold Larder.
• Ordering of Stock.
• Waitressing and serving customers.

Duty Manager
YHA Hostel Alice Springs NT
March 1991- May 1992
• Reception and Counter Service.
• Tour bookings / bus ticketing.
• Control of hostel during shift.
Prior to 1991
Various Organisations including Retail, bar work, Tour and Restaurant Supervisor.
Customer Service, Sales, Administration, Wages, Rostering. Control of Restaurants.
Various tasks include: general admin, retail tasks, customer service, sales and cash handling.

References
Mr Joe Pirlo
Technical Manager
TCW North Coast
Lismore NSW 2480
Phone: 0427 231 016

Ms Cath Hamon
Telstra Business and Solutions
Ann Street Brisbane. Qld
Phone 07 38872936 / 0408 335 106

Ms Sue Passmore
Telstra Country Wide
Director od NSW
Phone 0419 519 253