Alisha Khawaja
Saint Andrews,NSW
Summary
Successful Customer service representativewith ten years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
10
10
years of professional experience
Work History
Customer Care Specialist
Commonwealth Bank
06.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer inquiries via phone, email and web-based platforms.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
Retail Assistant
Optus
06.2020 - 06.2021
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Assisted in training new employees, contributing to the development of a knowledgeable workforce.
- Assisted customers with prompt and polite support in-person and via telephone.
- Increased sales and customer satisfaction through personalized servicing.
Customer Service Representative
Menulog
06.2020 - 06.2021
- 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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Shift Manager
McDonalds
06.2017 - 06.2021
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
Frontline Crew
McDonald's
09.2014 - 09.2017
- Managed inventory levels to minimize waste while ensuring adequate supplies for daily operations.
- Enhanced customer satisfaction by providing efficient and friendly service.
- Promoted special offers or upsold items when appropriate, driving increased sales revenue for the business.
- Assisted in the preparation of fresh menu items, adhering to strict food safety guidelines.
Education
Bachelor of Business -
Western Sydney Univeristy
Parramatta01.2022
High School Diploma -
Hill Sports High School
12.2017
Skills
- Payment Processing
- Quality Assurance
- Inbound Customer Service
- Complaint Handling
- Call center experience
- Customer Service
- Customer Relationship Management
- First Call resolution
- Call Center Operations
- LiveChat Messaging
- Calm Under Pressure
Timeline
Customer Care Specialist
Commonwealth Bank
06.2021 - Current
Retail Assistant
Optus
06.2020 - 06.2021
Customer Service Representative
Menulog
06.2020 - 06.2021
Shift Manager
McDonalds
06.2017 - 06.2021
Frontline Crew
McDonald's
09.2014 - 09.2017
Bachelor of Business -
Western Sydney Univeristy
High School Diploma -
Hill Sports High School
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