Experience

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  Ecoblue

  • Customer Service Supervisor AUS & NZ

    • Oct 2023 - Mar 2024

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  WooliesX

  • Australia
  • Retail
  • 700 & Above Employee

  • Customer Service Team Lead

    • Dec 2022 - Oct 2023

    Extensive leadership and management experience, including project management, with a focus on customer satisfaction and addressing their needs.Proficient in using Customer Relationship Management (CRM) systems to streamline customer interactions, track customer preferences, and enhance overall customer experience.Effective liaison with customers, management, and stakeholders to understand their requirements and offer appropriate solutions, leveraging CRM data to personalize interactions.Proven ability to resolve customer inquiries and complaints promptly, utilizing CRM tools to track and manage cases, ensuring efficient problem resolution.Exceptional relationship-building skills, fostering positive connections with customers and team members, supported by CRM insights and data.Deep understanding of company guidelines and goals, mentoring employees to achieve objectives in line with core values, using CRM analytics to identify areas for improvement and optimize processes.

  • Team senior

    • Jan 2022 - May 2023

    ● Monitor customer service operations via systems such as CCPulse and Genesys to track agentadherence and performance, and provide coaching where needed.● Assist agents with day-to-day tasks and complex problems by utilising an analytical yet easy tounderstand approach.● Maintain strong team efficiency and organise workflows to meet any daily demand.● Act as the escalation contact point for customers with complex queries and provide a call-backservice to further assist the customers with their experience.● Work with the management team to implement proper division of responsibilities within the otherteam seniors and also delegate tasks to the agents.● Operations Investigations - emailing and liaising with stores and the internal/external stakeholders toinvestigate logistic incidents and delivery errors for our customers.● Ensure that our databases used to monitor customer complaints, delivery statistics and logisticincidents are kept up to date with in-depth information with the tasks I complete.

  • Customer Service Representative

    • Jul 2021 - Jan 2022

    ● Adhered to company policies and scripts to consistently achieve call-time and quality standards.● Maintained customer satisfaction with forward-thinking strategies focused on addressing customerneeds and resolving concerns.● Assisted customers with website navigation on a daily basis while educating on self service options.● Answered customer telephone calls promptly to avoid on-hold wait times. Answered live online chatsto give quick answers and solve problems faster. Developed and maintained knowledge of evolvingproducts and services to accurately answer questions and make recommendations based oncustomer needs.● Facilitate correspondence to key stakeholders and customers in tight timeframes

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  Community Connections Australia

  • Sydney, New South Wales, Australia

  • Disability care

    • Mar 2019 - Jul 2021
    • Sydney, New South Wales, Australia

    In this role, I had a regular clientele to whom I provided support to with their day to day responsibilities. Myday consisted of assistance with their personal care, grocery shopping and transports to/from appointments.Other tasks I completed in this role were such things as organising for my clients to attend various eventsand community engagement opportunities to help boost their social skills and overall wellbeing.

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  Greenstone Financial Services

  • Sales Agent

    • Mar 2018 - Mar 2019

    My role with Greenstone Financial Services was a Customer Sales based role. My main responsibilities wasto assist outbound/inbound customers with their queries related to purchasing insurance plans. My role wasfocused on the Pet Insurance products that we sold however I also had in depth product knowledge aboutthe other Insurance Products we sold so that I was able to cross-sell these products for the customer.

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  HOYTS Group

  • Blacktown Westpoint, New South Wales, Australia

  • Senior Crew Member

    • Oct 2015 - Jun 2018
    • Blacktown Westpoint, New South Wales, Australia

    ● Team leader● Crew training● High level of interaction with customers● Meeting short deadlines● Up-selling/sales● Complaints handling and management● Conflict resolution

• 

  SCU More Generous Banking

  • Blacktown, New South Wales, Australia

  • Customer Services Agent

    • Nov 2017 - Mar 2018
    • Blacktown, New South Wales, Australia

    ● Provide support to our members with their general enquiries ensuring that a high-level of care wastaken around the member’s security and confidentiality.● Manage International financial transfer requests from our members.● Suggestion/sale of insurance and financial planning.● General administrative duties such as data entry, database management and bookkeeping.