Amina Kilinc
Sydney,NSW
Summary
Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Centre Customer Care Specialist
Commonwealth Bank Of Australia, CBA
10.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills
- Improved team performance by sharing knowledge and best practices with colleagues in regular teams meetings
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Provided exceptional support during high call volume periods, maintaining a professional demeanour under pressure
- Recorded service failure complaints and feedback in systems database using Firstpoint
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Provided customers with detailed information on company products, services and materials
- Described product highlights and benefits to help guide purchasing decisions
- Handled over 80 calls per 5 hour shifts
- Verified accuracy of customer account information and updated when necessary
Supervised Contact Worker
Family Ties
04.2022 - 10.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Establish rapport with clients and their children
- Supervised changeovers between separated parents (where there is a court order or AVO in place)
- Ensured that the safety and well-being of children were met throughout the contact visit
- Provided parents with guidance on constructive parenting in a supportive manner
- Took observational notes during the visit and provided a
written report - Demonstrated respect, friendliness and willingness to help wherever needed
- Worked flexible hours; nights, weekends, and holiday shifts
Volunteer
Australian Refugee Association
02.2021 - 08.2021
- Used strong interpersonal communication skills to convey information to others
- Worked with social workers to provide intake support and advice to migrant and refugee clients (financial, accommodation, and settlement needs)
- Shadowed counsellors to address family well-being and safety matters
- Provided administrative support and input client data into case-relevant data management systems
Retail Assistant
Kmart
10.2014 - 02.2021
- Offered friendly and efficient service to customers, managing challenging situations with ease
- Balanced and organized cash register by handling cash and counting change
- Greeted customers, helped locate merchandise and suggested suitable options
- Stocked merchandise, clearly labelling items, and arranging according to size or colour
- Assisted customers with prompt and polite support in-person and via telephone
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers
- Helped customers complete purchases, locate items and return unwanted merchandise
- Used POS system to process sales, returns, online orders and gift card activations
- Assisted customers with prompt and polite support in-person and via telephone
Education
Bachelor - Psychology
University of South Australia
Adelaide, SA09.2021
Skills
- Customer service excellence
- Call centre experience
- Flexible and adaptable
- Multitasking abilities
Certification
- First Aid and CPR (exp. 2024)
- Working with Children Check (exp. 2025)
Timeline
Call Centre Customer Care Specialist
Commonwealth Bank Of Australia, CBA
10.2022 - Current
Supervised Contact Worker
Family Ties
04.2022 - 10.2022
Volunteer
Australian Refugee Association
02.2021 - 08.2021
Retail Assistant
Kmart
10.2014 - 02.2021
Bachelor - Psychology
University of South Australia
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