Bertha Veale

Customer Service Officer

Westpac Group

03.1991 - 09.2023

Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
Promoted company brand and unique offerings through personalized customer service.
Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
Utilized customer service software to manage interactions and track customer satisfaction.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Responded proactively and positively to rapid change.
Trained staff on operating procedures and company services.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.