Anita Kochan

• Operational support to external customers via a phone queue and email enquiries
• Manage system work queues in a team environment
• Assist with managing projects related to transferring several thousand customer services for an existing wholesale customer
• Assisted new internet service providers with an overview on standard processes via telephone conference
• Management and coordination of mass migrations. Tracked projected forecasts and coordinated workload with region coordinator and liaised with service provider
• Trained members of the team across two processes whereby a competent level was attained
• Perform weekly and monthly reporting spreadsheets and commentary
• Review and update work instructions within agreed timeframes

Achievements:

• Succesfully managed several transfer order projects liaising with all stakeholders delivering a positive customer experience
• Multi skilled across several different systems, applications and processes achieving maximum flexibility and support across the centre
• Effectively coordinated work load with members of the team attaining desired performance targets

• Established and maintained effective relationships with customers
  Management of Mobile Porting queues this involved managing approximately 30 incoming calls, emails per day,\ escalating and liaising with support groups and customers to progress delayed ports
  Operational support for external customers this involved managing system work queues in a team environment to ensure that ports are processed in a timely and efficient manner
  Email and phone queue management
  Quality control management
  Post incident reviews this involved participating in cross team investigations to provide recommendations for Improvement
  Achievements:
  Developed and maintained effective working relationships with peers customers and stakeholders
  Identified improvements to processes that were formalised and delivered
  Delivered on or above metric targets every week through mobile porting monitoring and escalation management
  
  

• [Number]Built strong client relationships through consistent follow-up, addressing concerns, and providing tailored solutions.
• Provided valuable input during team meetings that led to improvements in outbound sales processes and procedures.
• Nurtured long-term client relationships by maintaining regular communication and offering personalized assistance when needed.
• Encouraged customer loyalty by promoting Telstra and its products
• Set personal goals and achieved sales targets complimenting team objectives
• Identify opportunities to cross sell and upsell
• Document all activities / recommendations and changes made to accounts
• Type and email / fax customer proposals
• Make recommendations for campaign improvements
• Proficient use of computer applications that include Word and Excel along with internal databases
• Research customer profiles, plan all objectives analyse problems and negotiate solutions
• Achieve defined sales and activity targets

Achievements:

• Successfully accepted into the Team Manager and SME (subject matter expert) team pool
• Successfully assisted with training induction
• Nominated for Team Motivator this involved motivating the team daily highlighting successes and encouragement to strive for the team goal
• Acting Team Manager as backfill for mangers absence
• Completed six month Front Line Management course within Telstra
• Member of Direct Sales Telemarketing winner of 2003 Australian Teleservices Association SA call centre of the year
• Successfully completed Salesmasters International Professional Selling

• Research customers mobile services built strong client relationships through consistent follow-up, addressing concerns, and providing tailored solutions.
• Making presentations to customers based on research
• Generated leads and established relationships with potential customers through outbound telephone calls.
• Consistently met or exceeded individual performance goals while contributing positively to overall team success.
• Developed a thorough understanding of company products and services to confidently address client inquiries.
• Made recommendations and options to customers observed and learned changing customer requirements and adapted sales strategies as needed.
• Provided information about available products and services, membership details, and purchase advantages.
• Pitched products and services to potential customers, securing new deals and sales opportunities.
• Add value to Telstra's future customers utilized persuasive communication skills to overcome objections from prospective clients during the sales process.
• Utilized sales techniques to build customer interest and close sales.
• Developed extensive knowledge of products and services to better assist customers offering solutions based on customers needs
• Identified opportunities to cross and upsell
• Developed extensive knowledge of products and services to better assist customers.
• Proficient use of computer applications
• Document all recommendations and changes made to customer accounts
• Documented customer interactions and transactions, maintaining accurate records of all dealings.

Achievements:

• Achieved defined sales and activity targets
• Recommendations for campaign improvements implemented and successful

• Gained in-depth understanding of company products, systems and policies to provide account management of selected small to medium business customers
• Researched customers mobile services identifying solution based products and services to enhance their business needs and their relationship with Telstra
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Meet agreed sales objectives whilst Increased client retention through exceptional service and timely solutions to issues.
• Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Provided feedback on potential areas for improvement within the department based on personal experiences and observations.
• Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.

• Provided exceptional customer service support for customers experiencing issues
• Delivered prompt customer service support during critical situations, addressing concerns related to device performance or operation.
• Provided exceptional customer service support during every stage of the export process, from initial inquiries through post-delivery follow-up communications.
• Provided exceptional technical support service, leading to high levels of customer retention and loyalty.
• Increased customer retention rates by providing exceptional service and support for all client needs.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.

• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  Managed inventory control, cash control, and store opening and closing procedures.
  Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  Managed store employees successfully through proactive communication and positive feedback.
  Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation .
  Completed point of sale opening and closing procedures.
  Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation .
  

• Trained, mentored and oversaw team members to drive performance and sales excellence.
• Handle high-traffic periods successfully while maintaining operational excellence throughout the store.
• Reviewed store layouts regularly to maximize space usage efficiency without compromising aesthetics or functionality.
• Assisted customers with inquiries or concerns, ensuring their satisfaction with store offerings or resolving any issues promptly.
• Established clear sales goals and motivated staff to meet objectives.
• Ensured compliance with company policies, safety regulations, and local laws regarding merchandise handling and display.
• Mentored junior staff members by providing ongoing training on best practices in merchandising and customer service.
• Managed inventory levels by conducting regular audits and coordinating with the purchasing department for timely replenishments.
• Increased employee productivity by developing performance goals, providing feedback, and recognizing achievements on a regular basis.

• Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
• Processed transactions accurately while maintaining a high level of customer service.
• Increased sales by building strong customer relationships and providing excellent service.
• Helped customers locate products and checked store system for merchandise at other sites.
• Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
• Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
• Assisted customers with prompt and polite support in-person and via telephone.
• Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
• Resolved customer complaints with empathy and professionalism, maintaining positive store reputation.
• Trained new staff on sales techniques and store policies, enhancing overall team performance.
• Managed efficient cash register operations.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.

• Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
• Processed transactions accurately while maintaining a high level of customer service.
• Increased sales by building strong customer relationships and providing excellent service.
• Helped customers locate products and checked store system for merchandise at other sites.
• Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
• Assisted customers with prompt and polite support in-person and via telephone.