Tania Duncan
Summary
I am 100% dedicated and committed to customer service and believe in the value of not only serving customers but maintaining future customer relationships, I am motivated to maintain customer satisfaction and contribute to the company's success. I have a proven ability to establish rapport with customers and meet all KPI targets. I am reliable and driven with strong time management skills.
Overview
14
14
years of professional experience
Work History
Customer Service Officer
McMillan Shakespeare Group (Novated Leasing Team)
07.2022 - 02.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
Serco Asia Pacific (NDIA Contract)
09.2021 - 06.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
Sales Assistant
Poolwerx Shepparton
03.2021 - 09.2021
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
Store Manager
Smokemart and Gift box Shepparton
06.2020 - 12.2020
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Completed point of sale opening and closing procedures.
Sales Assistant
Smokemart and Gift box Shepparton
11.2019 - 06.2020
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
Shop assistant
EG Group – Formally Woolworth's Fuel
03.2019 - 11.2019
- Completed daily tasks accurately and on-time to support shop needs.
- Maintained a clean and organized shop floor, optimizing space for ease of customer navigation.
- Swept and mopped floor, wiped windows and fixtures after closing to support cleanliness and maintain organized store.
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
- Checked incoming orders and organized new stock.
- Contributed to team success by supporting colleagues during peak periods or staff shortages.
Shop assistant
Coles Express
07.2017 - 03.2019
- Completed daily tasks accurately and on-time to support shop needs.
- Maintained a clean and organized shop floor, optimizing space for ease of customer navigation.
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
- Checked incoming orders and organized new stock.
- Contributed to team success by supporting colleagues during peak periods or staff shortages.
- Assisted customers in locating items, ensuring a positive shopping experience.
- Organized shelves to remove slow moving items and add new merchandise.
Assistant Manager
Fisher's Caltex Tatura
08.2010 - 07.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Skills
- Telephone and email etiquette
- Customer Service
- Active Listening
- Critical Thinking
- Data Entry
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Training and mentoring
- Friendly and Positive
- Financial transactions processing
Demonstrated Abilities
- Hard working
- Enjoy working in a team
- Quick learning
- Confident
- Computer literate
- Customer service/sales
- Money handling
- Reliable
- Visual Merchandising
- Stock Replenishment
- Meeting sales targets and meeting KPIs.
References
References are available on request.
Timeline
Customer Service Officer
McMillan Shakespeare Group (Novated Leasing Team)
07.2022 - 02.2024
Customer Service Representative
Serco Asia Pacific (NDIA Contract)
09.2021 - 06.2022
Sales Assistant
Poolwerx Shepparton
03.2021 - 09.2021
Store Manager
Smokemart and Gift box Shepparton
06.2020 - 12.2020
Sales Assistant
Smokemart and Gift box Shepparton
11.2019 - 06.2020
Shop assistant
EG Group – Formally Woolworth's Fuel
03.2019 - 11.2019
Shop assistant
Coles Express
07.2017 - 03.2019
Assistant Manager
Fisher's Caltex Tatura
08.2010 - 07.2017
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