Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Anna Paul

Melbourne,VIC

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

10
10
years of professional experience

Work History

Customer Care Representative

Hilti Australia
05.2022 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Balanced competing priorities to meet deadlines while maintaining exceptional customer care standards.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to the development of updated training materials for new employees, ensuring consistent service delivery across the team.
  • Logged call information and solutions provided into internal database.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.

Client Service Office

Audika
03.2020 - 05.2022
  • Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
  • Provided knowledgeable service and support for all customer needs.
  • Accepted and processed payments, updated accounts and issued receipts.
  • Exceeded monthly quotas consistently through proactive outreach efforts geared at retaining existing clientele while pursuing new business opportunities.
  • Conducted regular reviews of client accounts to identify opportunities for upselling or additional services.

Front Office Receptionist

Quest Apartments
07.2018 - 09.2019
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Assisted management with administrative tasks such as data entry, filing, and report generation as required.
  • Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.

Stay at Home Mum

At Home
07.2015 - 07.2018
  • Career gap to care for my child.

Call Center Operator

1300 Smiles Dentist
08.2014 - 07.2015
  • Responded to customer requests for products, services, and company information.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Kept up-to-date on product knowledge and company updates, allowing for informed assistance when speaking with customers about various offerings.
  • Adapted communication style when necessary to accommodate diverse callers, ensuring understanding and clarity during conversations.
  • Assisted in training new employees on call center processes, fostering a positive work environment through teamwork and collaboration.

Telstra Call Center Operator

DFP Recruitment
03.2014 - 08.2014
  • Responded to customer requests for products, services, and company information.
  • Reduced average call time for improved efficiency through active listening and clear communication skills.
  • Proactively identified opportunities for process improvements within the call center, leading to enhanced operational efficiencies.
  • Improved customer retention rates by skillfully resolving complaints and addressing concerns with empathy and professionalism.
  • Assisted customers by answering questions and responding to inquiries.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.

Education

High School Diploma -

All Souls St Gabriels
12.2009

Skills

  • First Call Resolution
  • Billing Coordination
  • Data Entry
  • Payment Processing
  • Appointment Scheduling
  • Custom Order Management
  • Database Research
  • Customer Service
  • Project Management
  • Inbound Customer Service
  • Order Processing
  • Customer Relationship Management

References

On Request

Timeline

Customer Care Representative

Hilti Australia
05.2022 - Current

Client Service Office

Audika
03.2020 - 05.2022

Front Office Receptionist

Quest Apartments
07.2018 - 09.2019

Stay at Home Mum

At Home
07.2015 - 07.2018

Call Center Operator

1300 Smiles Dentist
08.2014 - 07.2015

Telstra Call Center Operator

DFP Recruitment
03.2014 - 08.2014

High School Diploma -

All Souls St Gabriels

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Anna Paul