Summary
Overview
Work History
Education
Skills
Timeline
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Berlie Toulekima

Morley,WA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

4
4
years of professional experience

Work History

Senior Contact Centre Banking Consultant

BANKWEST
01.2023 - Current
  • Coordinated with various divisions and departments in servicing of routine banking transactions.
  • Extended and sustained relationships with customers to maintain and grow business.
  • Contacted prospective clients to generate new loans, deposits and business to achieve company production goals.
  • Worked with customers to procure updated financial information on continuous basis.

Early Customer Engagement Specialist

BANKWEST
07.2021 - 01.2023
  • Achieved performance goals on consistent basis.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Initiated negotiations for debt recovery through email, telephone and mail contact.
  • Located and monitored overdue accounts by using automated systems.
  • Received inbound calls and answered questions from customers satisfactorily.

Customer Solutions Specialist

Centrelink
01.2021 - 07.2021
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Technical Assistant

MT Energy Resources
09.2019 - 07.2021
  • Gathered, organized and distributed technical documentation.
  • Provided technical guidance and support to team members.
  • Updated supervisor on status of projects.
  • Performed minor maintenance and repair on malfunctioning computer equipment.

Intern

WA Holiday Guide
12.2019 - 04.2020
  • Analyzed problems and worked with teams to develop solutions.
  • Sorted and organized files, spreadsheets, and reports.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Assisted in creating written, video and image content for marketing channels.
  • Scheduled social media postings to advertise products and generate site traffic.

Education

Bachelors of Commerce - Accounting

Curtin University
Perth, WA
11.2023

Certificate IV - Business

Fremantle Education Centre
Perth, WA
10.2017

High School Diploma -

Iona Presentation College - Palmerston St. Campus
Mosman Park, WA
10.2017

Skills

  • Staff Management
  • Employee Motivation
  • MS Office Suite
  • Customer Relations
  • High-Volume Environments
  • Customer Support
  • Written and Oral Communications
  • Good Listening Skills
  • Complaint Resolution

Timeline

Senior Contact Centre Banking Consultant

BANKWEST
01.2023 - Current

Early Customer Engagement Specialist

BANKWEST
07.2021 - 01.2023

Customer Solutions Specialist

Centrelink
01.2021 - 07.2021

Intern

WA Holiday Guide
12.2019 - 04.2020

Technical Assistant

MT Energy Resources
09.2019 - 07.2021

Bachelors of Commerce - Accounting

Curtin University

Certificate IV - Business

Fremantle Education Centre

High School Diploma -

Iona Presentation College - Palmerston St. Campus

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Berlie Toulekima