Alison Wilde

Providing empathy and effective communicating skills to each and every call, email and web chat, while navigating multi-level platforms. Securing clients and triaging ensuring all avenues are met.

Clear and concise language to each call and providing referrals where necessary. Liaising with Stakeholders from within the business and providing advice in a timely manner to the client. Process new bookings and rescheduling as required. Working as a team and autonomously as required within Call Centre

• Achieved high client retention rates through consistent follow-ups and timely resolution of concerns.
• Developed strong relationships with clients by establishing trust and understanding their unique requirements.
• Provided comprehensive product knowledge to clients, enabling them to make informed decisions.
• Coordinated with cross-functional teams to resolve complex client issues swiftly, ensuring minimal disruption to services.

Promptly attending to incoming calls from clients including Home Care Providers, NDIS participants and general clientele within Call Centre.

Effectively processing orders, problem solving and thinking on my feet while showing empathy. Processing all payments and refunds or replacement orders as necessary.

• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

Answered inbound calls promptly, processed bets while adhering to strict Government Regulatory Laws. Managing complex transactional and emotional customer situations promptly and professionally while meeting service commitments. Assist customers to open new accounts, ID Verification, depositing or transferring funds, updating account details and signing up for new services. Adhere to Responsible Gambling Rule, AML and Rule of Racing and Wagering in accordance to Government Regulations.

• Boosted customer retention rates by providing exceptional service and building rapport with clients.
• Coached and mentored junior team members, contributing to their professional growth and development.
• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Trained new personnel regarding company operations, policies and services.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.