Summary
Overview
Work History
Education
Skills
Timeline
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Ainsley Rafala

Kukerin

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience

Work History

Customer Specialist

BANKWEST
09.2023 - Current
  • Increased customer satisfaction by providing personalized service and addressing individual needs.
  • Resolved complex customer issues, ensuring a positive experience and fostering loyalty.
  • Managed high call volume efficiently, maintaining impeccable quality in customer interactions.
  • Streamlined internal processes for improved efficiency and better customer service delivery.
  • Developed rapport with clients through effective communication and active listening skills.
  • Collaborated with cross-functional teams to resolve escalated customer concerns promptly.
  • Enhanced overall customer happiness index through empathetic handling of difficult situations or complaints.
  • Played an integral role in meeting or exceeding established performance metrics for the customer support team, driving overall success.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Provided customers with detailed information on company products, services and materials.
  • Verified accuracy of customer account information and updated when necessary.
  • Directed customers to appropriate departments for additional support.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Updated account information to maintain customer records.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Customer Service Specialist

Commonwealth Bank
09.2013 - 03.2014
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

Branch Teller

NAB
12.2009 - 05.2012
  • Educated customers on use of banking website and mobile apps.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Answered telephone inquiries on banking products, including checking, savings, loans and lines of credit.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
  • Stocked supplies for customers and personal teller station.
  • Processed customer transactions promptly, minimizing wait times.
  • Handled various accounting transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Conducted regular proof work and followed up on chargebacks and deposit corrections.
  • Maintained friendly and professional customer interactions.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Oversaw daily operations to ensure high levels of productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Customer Service Manager

NAB
07.2008 - 12.2009
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Branch Teller

NAB
01.2007 - 07.2008
  • Educated customers on use of banking website and mobile apps.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
  • Stocked supplies for customers and personal teller station.
  • Processed customer transactions promptly, minimizing wait times.
  • Handled various accounting transactions.
  • Conducted regular proof work and followed up on chargebacks and deposit corrections.
  • Maintained friendly and professional customer interactions.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Store Manager

Cotton On Clothing
06.2005 - 12.2006
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed all point of sale opening and closing procedures, including counting contents of cash register.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Approved regular payroll submissions for employees.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Managed inventory control, cash control and store opening and closing procedures.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.

Education

High School Diploma -

South Fremantle Senior High School
Fremantle, WA
2000

Skills

  • Upbeat and Positive Personality
  • Creative Problem Solving
  • Customer Retention Strategies
  • Courteous with Strong Service Mindset
  • Upselling Products and Services
  • De-escalation Techniques
  • Building Customer Trust and Loyalty
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Patient and Empathetic
  • Cultural Awareness and Sensitivity
  • Establishing and Maintaining Customer Relationships
  • Team-Oriented and Cooperative

Timeline

Customer Specialist

BANKWEST
09.2023 - Current

Customer Service Specialist

Commonwealth Bank
09.2013 - 03.2014

Branch Teller

NAB
12.2009 - 05.2012

Customer Service Manager

NAB
07.2008 - 12.2009

Branch Teller

NAB
01.2007 - 07.2008

Store Manager

Cotton On Clothing
06.2005 - 12.2006

High School Diploma -

South Fremantle Senior High School
Ainsley Rafala