Ben Mark
Hallam,Australia
Summary
Very Organized, Reliable, sincere, and dedicated with 8 years' experience who consistently manages the time to create maximum efficiency with extensive experience providing Assistance in a busy call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialising in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TSA Group
CBD, Victoria
08.2024 - Current
- Provided accurate information about products and services to customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified opportunities for upselling additional products or services based on customer needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries via phone, email, and chat.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanour.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Led on- and off-site customer support teams across multiple time zones.
- Prevented key account losses by researching discrepancies and correcting problems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Updated system with order specifics and customer details, preferences, and billing information.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Surpassed sales goals through implementation of successful marketing strategies.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained a high level of professionalism when dealing with difficult customers.
- Implemented innovative methods for streamlining the customer service process.
- Developed strong customer relationships to encourage repeat business.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Improved product knowledge on acontinuous basis to provide optimal service and achieve sales quotas.
- Strengthened customer retention by offering discount options.
Customer Service Representative
Probe Group
Hallam, Victoria
09.2021 - Current
- Company Overview: Consulting and Advisory Lodge and Pay Department SP3.
- Check and confirm the identity of the client by applying PORO—Proof of Record Ownership—checks with a voice identification process to avoid any divulging of information or unauthorised records access.
- Clarify and explain the obligations and rights of taxpayers.
- Assist and confirm all the requirements to complete relevant tasks for lodging all types of statements.
- Proceed to deferral, remission, and payment plan for those who have payment defaults.
- Check the requirements and the eligibility for the procedures and actions in response for the obligations according to the government policies and procedures for each circumstance.
- Providing exceptional customer service for the clients with the highest standard level and remaining calm under pressure.
- Consulting & advisory, Lodge and pay department SP3
- Audited the company's legal documents to verify compliance with policies and procedures.
- Utilised a document management system to organise company files, keeping up-to-date and easily accessible data.
- Provided advice on operational processes, business development initiatives, organisational changes and other areas of improvement.
Customer Service Representative
National disability Insurance Scheme
Dandenong, Victoria
09.2021 - 08.2024
- Greet customers warmly and ascertain theproblem or reason for calling.
- Identify and assess customers' needs to achieve satisfaction.
- Address and resolve the problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution, and going the extra mile to engage customers.
- Cancel or upgrade accounts, then take payment information and other pertinent information such as addresses and phone numbers or assist with theplacement of orders, refunds, or exchanges.
- Advise on company information.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Build sustainable relationships of trust through open, interactive communication.
- Utilise computer technology to handle high call volumes.
- Work with thecustomer service manager to ensure proper customer service is being delivered.
- Handle changes in policies or renewals and follow communication procedures, guidelines, and policies.
- Adjusted bills and refunded money to resolve customer service or billing complaints.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Concierge Officer
ANZ Bank
12.2019 - 09.2021
- Working in a different site at ANZ Bank in front line & Concierge services and Data center control.
- Ensure the safety, and well-being of all patrons, visitors and the managers.
- Connect the different management levels.
- Ensure the system in a good operational status by checking the equipments as completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques.
- Follow procedures for various front line initiatives, including fire prevention, property patrol, traffic control, and accident investigations.
- Respond any emergencies to provide necessary assistance to employees and customer.
- Complete reports by recording observations, information, occurrences, and surveillance activities; obtaining signatures.
- Protect the company's assets relative to theft, assault, fire, and other safety issues.
- Secure the documents by following up the policies and procedures to classify the authorized reaching levels.
- Conducting documentarily checks for the contractors before commencing their duties for all types of work permits.
- Connect and the stack holders with the departments and escalate the process accordingly.
Security & Receptionist
BRI Business Risks International
01.2017 - 12.2019
- Responsible for the day-to-day protection of RACV's assets including its equipment, revenue, and facilities.
- In charge of providing a safe work environment and responding promptly to all situations that may arise as I'm a chief warden.
- Responding to concierge duties plus alarm activations and Control Room operating duties dealing Pro watch and Gallagher controller systems.
- Create service booking for accommodation.
- Check the existing reservation and generate auditing booking list.
- Following up the progress of the process of the reservation for the clients.
- Providing resolutions for any issues may be raised.
- Responding to staff calls for assistance.
- Writing up accurate and complete reports, incident reports, and shift changeover logs.
- Maintaining a good working relationship with duty managers in different management levels.
- Providing highly responsive customer services all the time during the day or night shifts.
- Organize staff meeting and connect the parties through the system.
Education
Diploma - Administration & FrontLine Management
Go Tafe Institute
Melbourne, VIC07-2025
Certificate IV - Front Line management
Gotafe
01-2018
Certificate III - security
Complex institute
Dandenong05.2016
Certificate II - security
Modern Academy
Dandenong06.2015
Certificate III - Graphic & web design
Dandenong Chisholm institute
Melbourne, VIC01.2014
Diploma - Educational study
South Valley University
USC01.2013
Bachelor Degree - computer science
High Institute of Computer And Information Technology
USC01-2010
Skills
- Comfortably operating a telephone
- Customer service
- Verbal and written communication
- Report preparation
- Conflict resolution
- Call centre experience
- Problem-solving
- Stress management
- De-escalation techniques
- Creative problem solving
- Positive and professional
- Active listening
- Empathy
- Friendliness
- Attention to detail
- Data entry
- Advanced in Knowledge of computer programs like Microsoft Excel and Word
- Make effective inbound and outbound calls
- Organised at all times and details and goals oriented
- Good skills in taking instructions
- Extremely polite and courteous
- Keeping confidential information secret
- Physically well built
- Adjustable to the changing priorities
- Exceptional Customer Service
- Expert level of computer hardware/software, as well as Microsoft skills
- Proficient in organisational policies & procedures
- Information and communication technology ICT
- Accomplished and motivating leader
- Strong administrative talent
- Payroll system proficiency
- Bilingual in Arabic
- Consultative sales
References
- Anita, CL at Probe Group, 0476 113 799
- Pramod Gupta, TL in Serco, 0412821313
- Dyan Oliver (DJ), Security Supervisor, doliver@brisecurity.com.au, 0432 281 221
- Mr. Joshua Dart TL at TSA group, Mayfield place , Docklands , josh_dart@hotmail.com M: 0452486423
Hobbies and Interests
- Creative writing
- Table tennis
Personal Summary
Very Organized, Reliable, sincere, and dedicated with 8 years' experience who consistently manages the time to create maximum efficiency with extensive experience providing Assistance in a busy call center setting. Strong dedication to helping customers resolve issues And cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high quality professional relationships with callers. Fully committed to following company Procedures and winning loyal customers., Experience in Data entry and maintenance, Pay attention to detail, Familiar with Teaser use, Team player or solo player, Good investigator, A Safety-conscious, Customer account management, Control room operator, Resourceful in Complaint resolution, Certified Chief warden, Experience in personnel searches, Observant aid diligent
Attributes
- Organized and able to prioritize different tasks under pressure
- Passionate about helping people
- Very Reliable and trustworthy
- Strong interpersonal and communication skills
- Hardworking & Meeting deadlines
- Dynamic, self-motivated and positive attitude
- Able to work individually as well as within a team
- Ability to multitask, highly adaptable to change and ambiguity
- Able to learn new techniques quickly
- Positive attitude
- Proactive, show initiative
Timeline
Customer Service Representative
TSA Group
08.2024 - Current
Customer Service Representative
Probe Group
09.2021 - Current
Customer Service Representative
National disability Insurance Scheme
09.2021 - 08.2024
Concierge Officer
ANZ Bank
12.2019 - 09.2021
Security & Receptionist
BRI Business Risks International
01.2017 - 12.2019
Diploma - Administration & FrontLine Management
Go Tafe Institute
Certificate IV - Front Line management
Gotafe
Certificate III - security
Complex institute
Certificate II - security
Modern Academy
Certificate III - Graphic & web design
Dandenong Chisholm institute
Diploma - Educational study
South Valley University
Bachelor Degree - computer science
High Institute of Computer And Information Technology
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