Meet Mel Epsom, Customer Services Coordinator
Your first point of call for resource support
An ATTTO Customer Services Coordinator for over one year now, Mel Epsom is accustomed to juggling a huge variety of customer queries on a daily basis.
Part of a wider customer services team called The Hub, Mel’s role involves everything from handling resource orders and general school/tertiary customer queries, to accounting and liaison with the printer.
“It’s a huge variety of work which means no two days are the same. It’s a constant challenge and I love that aspect of it. I deal with pretty much anything; if I come across a problem I can’t solve myself I can always find the right person who can,” she says.
Mel says the majority of customer queries she receives are about ordering training resources.
“People love to know what we have available, how they can use them, how long delivery takes, the cost of resources and what supplementary materials we have on offer. It’s great to get that first hand feedback on how our customers are enjoying using our new-look resources and how they add value to their training,” she says.
Making customers happy is what Mel loves most about her role.
“I have built a good rapport with a lot of my customers; they know me and the knowledge that I have. They appreciate my responsiveness and the fact that I always try to resolve their issues as soon as possible,” she says.
Mel is currently working through the National Certificate in Tourism (Introductory Skills), with the National Certificate in Tourism (Core Skills) (Level 3) next on the list.
“My goal is to work through our resources myself, so that I gain a better understanding of what customers are using and I can give feedback on how we can make them better. It’s all a part of improving our service,” she says.
