Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angelene Naicker

Leppington

Summary

Personable dedicated to providing the highest level of customer service. Outgoing and efficient with the capacity to multi-task. High-achieving offering an extensive background in customer service, self-directed and self-motivated team player who also works well independently, I am also an focused professional with successful 8 years plus in the Customer Service sector.

Overview

15
15
years of professional experience

Work History

Contact Centre 2IC Manager / Agent

I-MED Radiology Network
02.2021 - Current
  • Helped large volume of patients every day with positive attitude and focus on patients satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to patients requests for services and company information.
  • Delivered exceptional customer service to every patient by leveraging extensive knowledge of services and creating welcoming, positive experiences.
  • Answered over 400 calls per week and completed over 100 Online appointments to meet fast-paced call centre demands.
  • Assisted team leader in completing accessions for new starters.
  • Cross trained in 7 regions within Australia
  • Assisted training with employees within the department and developed training across multiple regions
  • Coordinated week to week activities for the team to make them feel engaged with each other face-to-face or on Microsoft Teams.
  • Maintained positive patient relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitoring
  • Directed training and retraining of employees to boost knowledge and enhance business results.
  • Accomplished Helpful Hero Award for the month of September 2022
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Fostered a positive work environment by promoting teamwork, open communication channels, and employee recognition initiatives.
  • Enhanced team performance with comprehensive training programs, skill development workshops, and continuous feedback.

Customer Relationship Manager

Credit Corp
06.2019 - 03.2021
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Assisted debtors in setting up payment plans to recover overdue balances.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Utilized skip tracing tools to locate clients.
  • Initiated negotiations for debt recovery through email, telephone and mail contact.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Verified and reviewed customer account information.
  • Maintained high volume of calls to meet demands of busy group.
  • Negotiated to collect balance in full.

Collections Supervisor

Pepper Money
11.2018 - 05.2019
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Assisted debtors in setting up payment plans to recover overdue balances.
  • Worked in call centre environment handling manual and automatically dialed inbound and outbound calls.
  • Initiated negotiations for debt recovery through email, telephone and mail contact.
  • Delivered exceptional customer service on all calls while maintaining calm and professional in challenging circumstances.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Verified and reviewed customer account information.
  • Enhanced collections efficiency by implementing and monitoring strategic collections plans.
  • Streamlined department operations by optimizing workflows, policies, and procedures.

Personal Banker

WESTPAC
04.2017 - 11.2018
  • Promoted all financial products by maintaining excellent service offering knowledge.
  • Built client rapport to ensure consistent satisfaction and loyalty.
  • Achieved consistent recognition as a top sales performer.
  • Networked to increase client base and encourage existing clients to
  • Expand financial portfolios.
  • Expanded client base by promoting new financial products.
  • Developed top-performing teams, leading to increased branch
  • Efficiency and positive customer feedback.
  • Created innovative financial solutions to meet customer needs and
  • Provide competitive edge.
  • Maintained friendly and professional customer interactions.
  • Handled various accounting transactions.
  • Collected member loan payments.
  • Processed exchange and foreign currency.
  • Opened accounts with a cross sale ratio of products opened.
  • Advised clients on mortgage, educational and personal loans.
  • Pulled daily branch reports.
  • Led and educated investment team on customer relationship
  • Management techniques.
  • Answered telephone inquiries on banking products including
  • Checking, savings, loans and lines of credit.

Bank Teller

WESTPAC
09.2016 - 04.2017
  • Placed orders for customer checks and verified starting numbers.
  • Reconciled cash drawer and resolved discrepancies.
  • Counted and packaged currency and coins.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Logged cashier’s checks and other transactions to maintain accuracy of account records.
  • Provided customer records on demand, including account statements and copies of checks.
  • Sold cashier's checks, traveler's checks and money orders.
  • Maintained friendly and professional customer interactions.
  • Contacted potential clients to pursue sales and gather funds..
  • Rapidly and efficiently prepared customer and ATM cash and change orders.

DENTAL/ MEDICAL RECEPTIONIST

Macarthur Square Medical & Dental Centre
01.2014 - 08.2016
  • Prepared claim forms for dental insurance.
  • Scheduled, rescheduled and handled cancelled appointments for patients.
  • Maintained and managed patient records in compliance with security regulations.
  • Organized referrals to other medical specialists.
  • Greeted each patient pleasantly and provided the desk sheet for sign-in.
  • Assisted patients in completing all necessary forms and documents.
  • Greeted over 50-100 patients per day.
  • Alerted other staff when patients arrived and prepared records for dentist review.
  • Completed patient paperwork and scanned into Dentrix system.
  • Routinely performed oral examinations, restorations, extractions, prophylactic and other dental work.
  • Competently exposed, developed and mounted dental x-rays (both intraoral and extraoral).
  • Supervised and led a team of dental hygienists and support staff of 8.
  • Counseled patients about proper nutrition and self-care programs.

Cashier Customer Service

Target
08.2012 - 11.2013


  • Created performance reports covering cashier sales totals and account profiles.
  • Adhered to all phone system protocols.
  • Responded to inquiries pertaining to merchandise availability and pricing.
  • Handled and processed cash and credit card transactions.
  • Received incoming materials and products and verified package receipt with freight records.
  • Suggested alternate products based on cost, availability and specification.
  • Worked closely with a wide range of customers, asked questions, collected information and assessed needs.
  • Managed time efficiently while meeting professional goals and working effectively with other members of the team.
  • Maintained a friendly and customer-focused shopping platform.

Cashier Customer Service

BIG W
09.2011 - 07.2012
  • Processed payments by check, cash, debit and credit and maintained accurate drawers.
  • Requested forms of identification when needed for specific transactions, checked details and promptly verified purchasing ability.
  • Bagged items to prevent fragile products from being damaged or broken.
  • Scanned items, weighed special purchases and entered codes to properly price items.
  • Kept checkout areas clean and neat to maintain a professional appeal.
  • Engaged customers warmly and provided immediate and dedicated assistance.
  • Created and maintained cash reports at end of each shift.
  • Restocked and fronted checkout merchandise to increase sales.
  • Handled cash, credit, debit cards and personal checks, providing correct change in payment transactions.
  • Welcomed and greeted customers daily.
  • Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
  • Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.

Staff Member

Toys"R"Us
02.2010 - 08.2011
  • Greeted customers, offered assistance and provided knowledgeable support.
  • Received and submitted cash, credit and check payments.
  • Cleaned floors, surfaces and equipment to maintain a professional appeal.
  • Determined the proper course of action for claims processing.
  • Strategically scheduled team members to maintain optimal staffing levels at all times.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Operated a cash register for cash, check and credit card transactions with 100% accuracy.
  • Answered customer questions about product availability and shipment times.
  • Processed cash and credit payments rapidly and accurately.

Education

High School Diploma -

ALL SAINTS CATHOLIC GIRLS/SENIOR COLLEGE
Casula
11.2012

MEDICAL ADMINISTRATION

TAFE NSW
Liverpool, NSW
02.2013

Business Administration - BUSINESS ADMINISTRATION

TAFE NSW
Liverpool, NSW
04.2015

Skills

  • Service recommendations
  • Inbound and outbound calling
  • Database management
  • Customer service
  • Account management
  • Payment processing
  • Record keeping strengths
  • Money handling abilities
  • Computer proficient
  • Documentation and reporting
  • Data entry
  • Multi-line phone talent
  • Service standard compliance
  • Administrative support
  • X-ray technologies
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Agent Support
  • Staff development
  • Staff training
  • Training and development

Timeline

Contact Centre 2IC Manager / Agent

I-MED Radiology Network
02.2021 - Current

Customer Relationship Manager

Credit Corp
06.2019 - 03.2021

Collections Supervisor

Pepper Money
11.2018 - 05.2019

Personal Banker

WESTPAC
04.2017 - 11.2018

Bank Teller

WESTPAC
09.2016 - 04.2017

DENTAL/ MEDICAL RECEPTIONIST

Macarthur Square Medical & Dental Centre
01.2014 - 08.2016

Cashier Customer Service

Target
08.2012 - 11.2013

Cashier Customer Service

BIG W
09.2011 - 07.2012

Staff Member

Toys"R"Us
02.2010 - 08.2011

High School Diploma -

ALL SAINTS CATHOLIC GIRLS/SENIOR COLLEGE

MEDICAL ADMINISTRATION

TAFE NSW

Business Administration - BUSINESS ADMINISTRATION

TAFE NSW

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Angelene Naicker