Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Alanna Gray

Kidman Park,Sa

Summary

Dynamic Customer Resolution Specialist with proven expertise at IKEA Group, adept at problem-solving and enhancing customer satisfaction. Skilled in CRM software and effective communication, I excelled in managing high call volumes and resolving complex issues, consistently achieving positive feedback and fostering long-term relationships. Reliable and calm under pressure, I thrive in fast-paced environments.

Overview

5
5
years of professional experience

Work History

Customer Resolution Specialist

IKEA Group
08.2022 - Current
  • Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
  • Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
  • Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Proactively followed up with customers post-resolution, ensuring their ongoing satisfaction and cultivating valuable long-term relationships.
  • Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.

Call Center Representative

Federal Government
05.2020 - 08.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

Education

Health

TAFE SA
SA
05-2014

Bachelor of Arts - Art History

Griffith University
QLD
03-2010

High School Diploma -

Iona Presentation Girls College
Perth, WA
12-1983

Skills

  • Assertiveness
  • Social media monitoring
  • CRM software
  • Teamwork
  • Customer service
  • Problem-solving skills
  • Time management
  • Calm and professional under pressure
  • Reliability
  • Excellent communication
  • Computer skills
  • Understanding customer needs
  • Phone etiquette
  • Call center experience
  • Data entry
  • Product knowledge
  • Shipping procedures
  • Issue and complaint resolution

Interests

  • Crafting and DIY Projects - candle making, scrap booking, and diamond art
  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Video Gaming
  • Gardening
  • walking my dog Daisy every day

Timeline

Customer Resolution Specialist

IKEA Group
08.2022 - Current

Call Center Representative

Federal Government
05.2020 - 08.2022

Health

TAFE SA

Bachelor of Arts - Art History

Griffith University

High School Diploma -

Iona Presentation Girls College

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Alanna Gray