Ava Sheehan-Wincott
WA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Western Power
11.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Beauty Specialist
Shoppers Drug Mart
01.2023 - 10.2023
- Arranged merchandise to present visually appealing displays and attract clientele.
- Greeted over 70 clients per day and providing information regarding skincare, haircare and makeup.
- Sold products and related merchandise according to customer service techniques and professional selling skills.
- Created effective displays to sell seasonal and promotional products.
- Advised clients on how to care for skin and hair with available products and replenished stock.
- Maintained counter and display areas for cleanliness and organization.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Demonstrated and explained use of different beauty products to educate customers.
- Conducted consultations to understand client's desired outcome and assessed skin type and face structure.
Customer Service Officer
Australian Passport Office
06.2022 - 10.2022
- Complete administrative requirements
- Adhering to KPI's
- Able to manage customer expectations
- Maintain harmonious working relationships and assist colleagues where appropriate
- A team player focus, working collaboratively to exceed expectations
- Intermediate computer skills, ability to navigate multiple screens and a typing speed.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls to answer questions about products and services.
- Completed data entry to record call notes, suggestions and questions.
- Confident in using internal systems
Call Centre Customer Service Officer
Think Field Market Research
01.2016 - 10.2022
- Meeting deadlines and KPIs
- Use of various computer systems to record and update information
- Work at various events on behalf of major companies and undertake face to face market research
- I have one of the highest success rates in recruiting customers to participate in surveys Promotions to other departments
- Processing requests with a high level of attention to detail.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Attended telephone skills and program information training sessions to boost aptitude.
Sale Assistant - Casual
Bratwurst with Attitude
01.2019 - 07.2022
- Maintained high standards of customer service during high-volume, fast-paced operations
- Communicated clearly and positively with co-workers and management
- Ensures compliance with company service standards and inventory protocols
- Provide assistance to all employees and attendants to deliver food products to customers and ensure cleanliness of the area
- Provide customers with information regarding food ingredients, availability and pricing
- Assist in preparing dishes in accordance with safety and regulatory standards
- Involved in end of day reconciliations, banking and financial reports.
Sales Assistant
Robins Kitchen Whitford - Casual
12.2018 - 06.2019
- Greet and serve customers
- Sell and cross-sell products
- Restock the display's and keep the store tidy
- Have detailed product knowledge of the items for sale
- Use of the cash register for sales and a variety of computer-based systems to look up products and make enquiries on behalf of customers
- Handle complaints and general enquiries
- Stock taking of various stock and replenishing stock at end of shift.
SALES ASSISTANT
Platypus Shoes
10.2017 - 01.2018
- Greet and assisting customers with products availability
- Meet daily targets such as personal KPIS by cross promoting and up selling
- Sell and cross-sell products, I research new products so I am able to recommend products tailored to the customers' needs along with providing additional information they many find useful
- Restock the display's and keep the store tidy
- Have detailed product knowledge of the items on sale or reduction stock
- Use of the cash register for sales and a variety of computer-based systems to look up products and make enquiries on behalf of customers
- Cashier duties include receipt of payments (cash, credit card and EFTPOS), entering transactions, updating customer records and daily reconciliations, banking and reporting
- Handle complaints and general enquiries
- Achievements during my time at Platypus Shoes, I consistently met and exceeded daily sales targets
- I also had a great track record for cross-selling products.
Education
High School Diploma -
Alkimos Baptist College
Merriwa, WA10.2018
Skills
- Complaint Resolution
- Call Management
- Appointment Scheduling
- Data Entry
- Data Collection
- Quality Assurance Controls
- Professional Telephone Demeanor
- Call Center Operations
- Conflict Resolution
- Customer Service
- Quality Assurance
Timeline
Call Center Representative
Western Power
11.2023 - Current
Beauty Specialist
Shoppers Drug Mart
01.2023 - 10.2023
Customer Service Officer
Australian Passport Office
06.2022 - 10.2022
Sale Assistant - Casual
Bratwurst with Attitude
01.2019 - 07.2022
Sales Assistant
Robins Kitchen Whitford - Casual
12.2018 - 06.2019
SALES ASSISTANT
Platypus Shoes
10.2017 - 01.2018
Call Centre Customer Service Officer
Think Field Market Research
01.2016 - 10.2022
High School Diploma -
Alkimos Baptist College
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