Member Spotlight

CSIA Member

Marisa Marconi

National Manager Business Direct Westpac Banking Corporation

What was your first role in customer service? Woolworths –checkout operator

What is the best piece of advice you’ve ever been given? Great (and sustainable) results take hard work, discipline and commitment. I have three additional pieces of advice that build upon that meaning for me: • The only place Success comes before Work is in the dictionary • In an ever changing environment – create and re-visit you

SMART (specific-measurable-actionable-relevant-timebound) goals to maintain focus and momentum • Connecting your Passion and Purpose – helping you stay committed and inspired towards your higher purpose

What advice would you give to a person starting in their

customer service career? Be present with your customer - Listen to your customer needs and understand how you can help them enabling you to offer the right solutions, first time.

What is the best thing about working in customer service? Without a doubt, it is helping customers

Adam Bury

Team Manager IT Service Operations Townsville City Council

What was your first role in customer service? My first role in customer service was working at Hungry Jacks.

What advice would you give to a person starting in their

customer service career? Customer service is a true profession in its own right, treat it as such, and great customer service skills are critical in any role. It is also important to consider that great service is not static and service excellence requires a continued focus.

What is your proudest achievement in customer service? The proudest personal achievement for me has been leading my IT Services Teams in the last two years to two consecutive CSIA Service Champion Awards celebrating our drive, focus and our passion for customer-centric service excellence.

What is the best thing about working in customer

service? Being able to make someone’s day and make a real difference. In any role I’ve been in, the driver for me has always been the connection to my community and the reward of seeing a direct positive community impact from the service I provide and work that I do.

Spotlight

What was your first role in customer service? A dining room attendant at a retirement village.

What is the best piece of advice you’ve ever been

given? “Progress not perfection.”

What is your proudest achievement in customer service? My proudest achievement would be establishing a customer service team in Canada to facilitate a follow-the-sun model of customer service between Toronto, Brisbane, and Kuala Lumpur, whilst also onboarding new Corporate and Retail customers at the same time. It was a large and complex undertaking, with the outcome being our ability to offer a seamless, 24/7, customer experience across multiple locations, to our organisation’s customer base world-wide.

What is the best thing about working in customer

service? The positive impact you can make in someone else’s life through the customer experience we deliver.

What was your first role in customer service? Milk Bar Attendant, age 13.

What is the best piece of advice you’ve ever been

given? Shut up and listen!

What is your proudest achievement in customer

service? Becoming a subject matter expert in a niche market and sought-out by industry and peers.

What advice would you give to a person starting in their

customer service career? Listen. Don’t take everything personally. Do your best and keep learning.

What is the best thing about working in customer

service? The people I meet and figuring out how I can help them.

Michelle Hillman

Divisional Manager Customer Care Yarra Valley Water

Simone Reinertsen

Stakeholder Engagement Officer National Heavy Vehicle Regulator

Level 2 383 George Street Sydney NSW 2000 t 1300 912 700 e info@csia.com.au w csia.com.au