Ayor Chinmouth
Tallawong,NSW
Summary
As a psychology student at Macquarie University, I possess strong analytical, critical thinking, and research skills. My multicultural background has instilled in me the ability to collaborate in team settings effectively. Alongside my academic pursuits, I bring over 5 years of experience in dedicated customer service, excelling in fast-paced environments both face-to-face and digitally. I am committed to nurturing professional relationships and continuously expanding my knowledge and skills.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist
Scentre Group
09.2019 - 01.2024
- Inbound call management, Solve day to day customer service operations whilst maintaining and achieving agreed business KPIs and SLAs, Training and monitoring of new staff, Data entry and digital documentation of interaction and solutions, Productivity and speed to respond and resolve customer enquiries and complaints, Zendesk (respond to customer queries, process orders, track deliveries, and directly contact customers via phone and email), Top caller for multiple months, Offered supervisor role twice, Given opportunity to train and educate new staff on systems and operations.
Customer Service specialist
Commonwealth Bank of Australia
02.2023 - 07.2023
- Actively resolve customer enquiries and/or complaints promptly, professionally and caringly, referring complex financial needs to specialists where appropriate, Make contact with customers, both inbound and outbound, to arrange payment of arrears or instalments, Achieved high satisfaction rating through proactive one-call resolutions of customer issues, Deliver against individual and team Key Performance Indicators, Process transactions to satisfy customer enquiries whilst adhering to policies and procedures, Multi-task across systems where required, upholding multiple quality conversations simultaneously, Work autonomously and as part of a team in a busy, customer-focused workplace, Deliver a superior customer experience through ownership of the customer relationship and timely resolution of financial matters, Positive feedback from customer regarding customer service received from me, Picked and retrained/upskilled to credit card department from concierge.
Customer Service Representative
DATACOM
05.2020 - 11.2020
- Under a government agency (Centrelink/ATO, Managing sensitive personal data, Data Entry, Outbound and Inbound call work, Set up new accounts and listed personal, demographic and payment information in the system, Investigating unresolved complaints that require further investigation, Effectively resolve complex agency-specific enquiries under the legislative and privacy requirements, Accountability for issue resolution.
Education
Bachelor's degree Psychology -
Macquarie University
01.2024
Higher School Certificate -
St Francis Xavier Catholic College
Hamilton, NSW01.2018
Skills
- Experience in a fast-paced customer service environment
- Exceptional organization and time management skills
- MS Office and data management
- Research skills
- Live chat messaging
- Proficient in conducting literature reviews to gather and synthesise relevant information
- Experienced in analysing and summarizing research articles to extract key findings
- Skilled in writing research reports and essays with a focus on clarity and academic rigor
- Familiar with research methodology and data analysis techniques
- Technical Skills
- Stata/MP
- Using Zendesk for customer queries and order processing
- Data entry and management
- Conducting data analysis techniques
Awards
- Principals Merit award
- Pioneering Award second place
- Top caller multiple times Scentre Group
Hobbies and Interests
- Reading
- Photography
- Music and Art
Timeline
Customer Service specialist
Commonwealth Bank of Australia
02.2023 - 07.2023
Customer Service Representative
DATACOM
05.2020 - 11.2020
Customer Service Specialist
Scentre Group
09.2019 - 01.2024
Bachelor's degree Psychology -
Macquarie University
Higher School Certificate -
St Francis Xavier Catholic College
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