Edyta Borek
Carlton,NSW
Summary
Conscientious Professional customer service officer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer enquiries, implementing customer service policies and executing financial responsibilities in a fast-paced
Overview
13
13
years of professional experience
Work History
National Customer Service Officer
ASURIA
Chatswood
03.2025 - 12.2025
- Delivered tailored case management across Workforce Australia, DES, and SEA programs, supporting sustainable employment outcomes for diverse client cohorts.
- Advised long-term unemployed clients through psychology-informed coaching, achieving successful job placements within two months.
- Collaborated with employers and community organisations to generate 50+ local job placements through targeted engagement initiatives.
- Resolved complex Centrelink-related matters (suspended payments, exemptions, objections), minimising delays and restoring client entitlements promptly.
- Ensured legislative and contractual compliance across government systems, reducing data discrepancies by 25%.
- Strengthened client trust and retention through empathetic communication during periods of financial hardship or medical vulnerability
Customer Service Specialist & Support Officer
Melitta Professional Coffee Solutions Australia
Mascot
03.2024 - 03.2025
- Delivered high-volume customer support to commercial and individual clients, maintaining service accuracy in fast-paced operational environments.
- Coordinated service bookings, consumables, and spare parts orders via CRM, ensuring correct invoicing and on-time delivery.
- Resolved customer complaints related to orders, billing, and technical services, improving customer satisfaction and retention.
- Collaborated with Sales Managers, Technicians, and Warehouse teams to optimise service delivery workflows.
- Processed complex lease, rental, and purchase orders, maintaining accurate machine and client records.
Fleet Management Operations Specialist
Hilti Australia
Rhodes
03.2023 - 02.2024
- Managed end-to-end complaint resolution processes, exceeding customer satisfaction benchmarks.
- Optimised fleet availability through preventive maintenance planning, minimising downtime and controlling operational costs.
- Analyzed asset data across SAP and WASP systems, improving accuracy and compliance.
- Led team planning, coaching, and performance management, strengthening service consistency and accountability.
- Identified process improvements through stakeholder collaboration, enhancing operational efficiency.
Customer Service Officer
NSW Registry of Births, Deaths and Marriages
Chippendale
08.2021 - 02.2023
- Delivered accurate, high-volume customer service to NSW residents within a legislatively regulated environment.
- Resolved complex and sensitive enquiries with discretion, maintaining privacy and compliance standards.
- Achieved strong first-contact resolution rates while meeting departmental KPIs.
- Maintained meticulous records and data accuracy under pressure.
- Collaborated across registry service lines to improve service consistency and turnaround times.
Copywriter, Student Advisory & Office Administrati
Open Connexus – International Students Office
04.2016 - 02.2021
- Advised international students through complex education decisions, supporting 12,000+ students globally.
- Authored marketing copy, proposals, and press releases, increasing engagement and product visibility.
- Translated complex regulatory information into plain language for diverse audiences.
- Managed confidential case information with discretion and compliance.
- Supported long-term strategic education initiatives through structured planning and documentation.
Office Administration Assistant
Kovar Pty Ltd
Marrickville
05.2015 - 02.2016
- Administered front-of-house and executive support functions, acting as first point of contact for clients and stakeholders.
- Coordinated calendars, meetings, and client visits, reducing executive administrative workload.
- Prepared reports and presentations using Microsoft 365, supporting informed decision-making.
- Safeguarded confidential records in line with privacy policies.
- Streamlined office processes, improving workflow efficiency.
Sales Support Coordinator & Analyst
Perrii Cutton
Bondi Junction
12.2014 - 12.2015
- Supported sales executives through research, coordination, and client follow-up, contributing to deal progression.
- Analyzed client and campaign data to inform targeted support strategies.
- Managed high-volume workloads, meeting deadlines consistently.
- Improved workflow efficiency through technology adoption.
- Strengthened client engagement through personalised communication.
2IC Manager (Assistant Store Manager)
Bijoux Jewellery
Virgin Terminal Sydney
12.2012 - 12.2014
- Oversaw daily operations and customer service in a high-volume retail environment.
- Supervised staff performance, coaching team members to meet service and sales targets.
- Resolved customer complaints professionally, maintaining brand reputation.
- Managed stock control, reporting, and promotional activities.
- Improved workflow efficiency through structured task allocation.
Education
Master's Degree, Secondary School Teacher- History And Geography, - Teaching
The Notre Dame University
06-2027
Bachelor, Psychology- Social Psychology - Psychobiology
University of South Australia- Open Universities S
07-2020
Advanced Diploma, Business Management And Business - Advanced Diploma, Business Management And Business
Australian College Of Vocational Studies
03-2011
Advanced Diploma of Business ( Marketing ) - Advanced Diploma of Business ( Marketing )
Southern Cross International College
08-2007
Skills
Key Skills & Core Competencies
Customer Service & Client Support
- High-quality customer service delivery in regulated and corporate environments
- Complaint handling and end-to-end resolution
- Customer order and case management
- Professional telephone etiquette and frontline engagement
Communication & Relationship Management
- Excellent written and verbal communication
- Stakeholder and customer relationship management
- Clear, plain-language communication for diverse audiences
Operations, Planning & Coordination
- Quantitative and analytical skills
- Process planning and workflow optimisation
- Resource planning, scheduling, and coordination
- Logistics and fleet management support
Problem Solving & Continuous Improvement
- Strong problem-solving and issue resolution capability
- Root-cause analysis and practical solution implementation
- Process improvement and efficiency enhancement
Systems & Digital Capability
- Customer Relationship Management (CRM) systems
- Strong computer proficiency
- Microsoft 365 (Excel, Word, PowerPoint)
Timeline
National Customer Service Officer
ASURIA
03.2025 - 12.2025
Customer Service Specialist & Support Officer
Melitta Professional Coffee Solutions Australia
03.2024 - 03.2025
Fleet Management Operations Specialist
Hilti Australia
03.2023 - 02.2024
Customer Service Officer
NSW Registry of Births, Deaths and Marriages
08.2021 - 02.2023
Copywriter, Student Advisory & Office Administrati
Open Connexus – International Students Office
04.2016 - 02.2021
Office Administration Assistant
Kovar Pty Ltd
05.2015 - 02.2016
Sales Support Coordinator & Analyst
Perrii Cutton
12.2014 - 12.2015
2IC Manager (Assistant Store Manager)
Bijoux Jewellery
12.2012 - 12.2014
Master's Degree, Secondary School Teacher- History And Geography, - Teaching
The Notre Dame University
Bachelor, Psychology- Social Psychology - Psychobiology
University of South Australia- Open Universities S
Advanced Diploma, Business Management And Business - Advanced Diploma, Business Management And Business
Australian College Of Vocational Studies
Advanced Diploma of Business ( Marketing ) - Advanced Diploma of Business ( Marketing )
Southern Cross International College