Barbsie March
Windsor,VIC
Summary
Passionate about customer service, positive outcomes and being super organised. I want to obtain a challenging position where I deliver quality customer service, establish rapport, help people and contribute to a dynamic and professional team. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and their individual needs.
Overview
20
20
years of professional experience
Work History
Contact Centre Agent
I-med Radiology
11.2020 - Current
- Assisting large volume of patients every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every patient by leveraging extensive knowledge of medical products and services and creating professional, positive experiences.
- Assisted patients by booking radiology appointments, answering questions and responding to inquiries.
- Resolved patient issues by researching for answers, implementing solutions, and escalating unresolved problems to clinic reception desks.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Established and fostered strong rapport and internal relationships through application of excellent interpersonal skills.
Customer Service Operator
Amplifon - Hearing Care Professionals
02.2014 - 10.2021
- Engage and educate existing and potential clients on the benefits of hearing checkups and promote hearing awareness. Campaigns range from cold calling to warm leads and include clients that have demonstrated interest in ours services. Use of objection handling.
- Exceed daily targets and meet KPI's of 2.5 appointments per hour while maintaining 55% appointment retention.
- Respond to Inbound calls in a professional timely manner, logging customer information, transferring calls and email queries to the relevant departments/ clinics.
- Helping those experiencing difficulty with hearing loss by scheduling audiology appointments.
- Manage customer complaints and appointment issues to ensure an appropriate resolution.
Online Care Consultant - Commercial Products
Telstra – Trading Post
08.2010 - 11.2013
- Providing support to field sales staff with product and client information for commercial customer's online ads
- Assisting with billing and credit status, credit applications, design and artwork materials
- Creation of 1300 numbers for client landline or mobiles to include in the ad
- First and second level technical support and troubleshooting for online consumer products at tradingpost.com.au
Technical Online Support – Consumer Products
Telstra - Trading Post
11.2009 - 08.2010
- Inbound Call Centre Consumer Products, taking approximately 80 calls per day in addition to email enquiries Answering general queries from customers wanting to place an ad, as well as technical troubleshooting.
- Assist users with online navigation and step by step assistance of account registration and ad creation.
- Providing administrative support to the commercial team.
- Record accurate details of enquiry/error on system database, and forward details of follow up to relevant departments.
- Proactively search for ads breaching company terms and conditions and forward details to the Trust and Safety team including fraudulent ads.
Customer Service Consultant
Superpartners – HESTA And AustralianSuper
12.2008 - 10.2009
- Manage and resolve inbound phone queries from members, employers, third party representatives, financial advisers and family members in a prompt and efficient manner whilst complying with company policies and procedures.
- Develop and maintain an in-depth knowledge of Superannuation products, systems, procedures and Superannuation tax and legislation.
- Assist team members, share information and support the team to achieve member satisfaction with a one call resolution.
- Provide members and employers with online account access and provide assistance with online navigation for member and employer super sites
Customer Service Sales and Solutions Consultant
Aegis, Customer Service
08.2003 - 10.2008
- Inbound call centre providing customer service to both Telstra Mobile customers and Telstra Retail Dealers relating to servicing, billing, packaging and pricing
- Provide Telstra Dealers with troubleshooting for errors in mobile phone activations, upgrades and re-contracting
- Conduct customer needs analysis, and then promote products and services to the help customer needs
- Educate customers as to the terms and conditions of their contracts with the intention to negotiate the repayment of their outstanding balances
- Liaise with credit management in order to receive approval for contract upgrades
- Meet deadlines in a target driven environment and work under pressure by maintaining high call volumes, and meeting daily KPI'S.
Education
Certificate IV in Customer Contact -
Swinburne University
2009
Certificate IV Training and Assessment – - undefined
Selmar Institute of Education
2008
Diploma of Printing and Graphic Arts - Multimedia
RMIT
2001
Skills
Workforce Systems
- I-Med Radiology: Genesys, Interaction Desktop, Visage RIS, Admin Portal Snapscan, VMware Horizon
- Amplifon: NICE inContact, Fuze, Fox Web, Fox Prod, Agent Desktop
- Telstra Classifieds: OST, Telstra Desktop Messaging, Avaya Telephone and Email System, Footprint, Enfinity, Microsoft Dynamics AX, AdTools, AdCentral ECaps Sales Force
- Telstra Telecommunications: Total View, VUCAD, Helpdesk
- Mobile Net Connect, Web CP, ESS, CCMS, Flexcab, MICA, CCPulse
- Superpartners: Reflection 20, AXIS, Email Express, Member Online SuperSite, Employer Online SuperSite Imaging
Utilities
- Microsoft Office 365, Outlook, Word, Excel, PowerPoint
- Adobe: Acrobat, Photoshop, Lightroom
Operating Systems
- Windows and Mac OS-Big Sur
Timeline
Contact Centre Agent
I-med Radiology
11.2020 - Current
Customer Service Operator
Amplifon - Hearing Care Professionals
02.2014 - 10.2021
Online Care Consultant - Commercial Products
Telstra – Trading Post
08.2010 - 11.2013
Technical Online Support – Consumer Products
Telstra - Trading Post
11.2009 - 08.2010
Customer Service Consultant
Superpartners – HESTA And AustralianSuper
12.2008 - 10.2009
Customer Service Sales and Solutions Consultant
Aegis, Customer Service
08.2003 - 10.2008
Certificate IV in Customer Contact -
Swinburne University
Certificate IV Training and Assessment – - undefined
Selmar Institute of Education
Diploma of Printing and Graphic Arts - Multimedia
RMIT
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