Annabelle Marie Julien
Bankstown,Australia
Summary
I have the desire to pursue my customer service career enabling me to utilize my skills I have developed during my experience as a hairdresser and fitness instructor. I am both eager and motivated to improve my skills and broaden my career prospects within Customer Service. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Agent
Probe CX
03.2022 - 10.2024
- Delivered top-tier customer service support across multiple platforms, including phone, email, and live chat, ensuring prompt resolution of customer inquiries and issues
- Maintained a high level of customer satisfaction by addressing concerns with empathy and professionalism, resulting in positive feedback and customer loyalty
- Utilized strong communication skills and in-depth product knowledge to provide comprehensive assistance to customers, effectively troubleshooting problems and offering solutions
- Actively participated in team meetings and brainstorming sessions to identify process improvements, contributing to a 15% increase in efficiency within the customer service department
- Recognized by management for consistently meeting and exceeding performance targets, including achieving a 95% customer satisfaction rating and maintaining a 90% first-call resolution rate
- Attended training sessions regularly to stay current on new products or services.
- Answered incoming calls promptly and professionally within company standards.
- Managed high-volume of inbound and outbound customer calls.
Customer Service Representative
FDM
05.2020 - 03.2022
- Handled customer inquiries, complaints, and shipment tracking for timely deliveries
- Processed orders and ensured accurate data entry into logistics systems
- Resolved delivery issues by coordinating with drivers, warehouse staff, and third-party providers
- Prepared and managed shipping documentation and ensured compliance with regulations
- Maintained detailed records of customer interactions and transactions
- Collaborated with internal teams to ensure smooth order fulfillment and dispatch
- Built and maintained strong relationships with customers to ensure satisfaction
- Utilized logistics and CRM software to streamline service and optimize delivery schedules
Life Empowerment Coaching
Self-Employed
11.2018 - 03.2020
- Supported clients in setting and achieving personal goals, fostering growth, and facilitating behavior modification
- Utilized social media marketing strategies to promote coaching services and engage with potential clients
- Managed budgeting aspects of the business, including expense tracking and financial planning
- Designed and maintained a professional website to showcase services, attract clients, and provide resources
- Created compelling content, including articles, blog posts, and videos, to educate and inspire clients
- Scheduled client appointments and sessions, maintaining organized and efficient calendars
- Organized and hosted live events, workshops, and seminars to reach a broader audience and provide value to clients
Zumba Instructor
Self-Employed
01.2011 - 12.2017
- Designed and prepared dynamic Zumba classes, incorporating diverse routines to keep participants engaged and motivated
- Conducted Zumba classes on a daily basis, providing energetic and enjoyable workouts for participants of all fitness levels
- Cultivated strong relationships with clients, fostering a supportive and inclusive class environment
- Managed money-handling responsibilities, including collecting payments and maintaining accurate financial records
Hairdresser on the Move
Self-Employed
01.2008 - 12.2011
- Developed and maintained strong and lasting relationships with clients, fostering trust and loyalty through personalized service and attention to detail
- Leveraged exceptional sales and communication skills to discern and address individual customer needs, recommending suitable products and services to enhance their experience
- Actively promoted salon products and services to meet the specific requirements and preferences of customers, contributing to increased sales and revenue generation
- Supported and actively contributed to a sales-oriented culture, consistently striving to improve sales performance and achieve targeted growth objectives
- Provided constructive feedback to staff members regarding the quality and appropriateness of client referrals, offering training and guidance to address common issues and enhance service delivery
- Ensured the accurate maintenance of customer records, including appointment schedules, service histories, and product preferences, to facilitate personalized and efficient service delivery
- Acted as a point of contact for addressing complex customer issues and concerns, utilizing problem-solving skills and a customer-centric approach to achieve satisfactory resolutions
Hair Stylist
Evolve Hair
Broadway
01.2004 - 12.2008
- Scheduled and organized staff shifts to maximize productivity and meet customer demand
- Oversaw the reconciliation of salon profits, ensuring accuracy in financial reporting
- Conducted regular stock takes to manage inventory levels and prevent stockouts
- Managed cash handling and banking responsibilities, maintaining a secure and organized financial system
- Provided exceptional customer service, addressing client needs and ensuring a positive salon experience
- Demonstrated proficiency in hair styling techniques, including cuts, colors, blowouts, and upstyles
- Utilized upselling and cross-selling techniques to promote and sell salon products to customers
Hair Stylist
Cutting Point
01.2000 - 12.2004
- Managed staff schedules efficiently, ensuring adequate coverage and smooth salon operations
- Conducted regular reconciliation of salon profits, ensuring accuracy and financial transparency
- Facilitated stocktakes processes to maintain optimal inventory levels and prevent shortages
- Handled cash transactions and banking duties with precision and integrity
- Demonstrated strong customer service and administrative skills, addressing client inquiries and managing salon appointments effectively
Education
High School Certificate -
Mary McKillop Girls High School
Lakemba, NSWSkills
- Information Verification
- Call Control
- Case Management
- Customer Relationship Management (CRM)
- Account Management
- Customer Complaint Resolution
- De-Escalation Techniques
- Problem Resolution
Personal Information
Date of Birth: 07/26/83
Demonstrativeabilities
- Excellent client rapport with outstanding customer service skills
- Professional and friendly telephone manner with highly developed written and oral, interpersonal and communication skills enabling me to interact with people at all levels.
- Will accept new challenges with confidence
- I am quick to learn and adapt to new skills and have the ability to manage a number of tasks simultaneously
- Strong attention to detail and high level of accuracy
- Possess the ability to work under pressure with strict time constraints
- A self starter and able to work with minimal supervision, whilst also enjoy working in a team environment
- Ability to comply with Corporate and Divisional Service and OHS Standards
- I have the desire to pursue my customer service career enabling me to utilize my skills I have developed during my experience as a hairdresser and fitness instructor. I am both eager and motivated to improve my skills and broaden my career prospects within Customer Service.
Furthereducation
- Hairdressing, Certificate III in Hairdressing (32 Components)
- Zumba Instructing Training, B1 Level and Zin Member
- Meta Physical Healing, Usui Reiki Practitioner, Soul Discovery, Self Reprogramming, Certificate in Intuition Level 1
- Certificate in Empowerment Life Coaching
- Digital Media Marketing
- Micro Business Operations
References
Upon request
Timeline
Customer Service Agent
Probe CX
03.2022 - 10.2024
Customer Service Representative
FDM
05.2020 - 03.2022
Life Empowerment Coaching
Self-Employed
11.2018 - 03.2020
Zumba Instructor
Self-Employed
01.2011 - 12.2017
Hairdresser on the Move
Self-Employed
01.2008 - 12.2011
Hair Stylist
Evolve Hair
01.2004 - 12.2008
Hair Stylist
Cutting Point
01.2000 - 12.2004
High School Certificate -
Mary McKillop Girls High School
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