Bianca Brightwell
Rockingham,WA
Summary
Professional in customer service, delivering impactful support and solutions to ensure customer satisfaction. Proven track record of fostering strong team collaboration and adapting to changing needs. Known for effective communication skills and customer-first approach.
Overview
3
3
years of professional experience
Work History
Customer Service Officer
Kleenheat Gas
06.2023 - Current
- Completed approximately 30 incoming calls, emails, and chats per day with positive attitude and focus on customer satisfaction.
- Met Kleenheat call guidelines for service levels, handle time and productivity.
- Completed data entry to record call notes, suggestions and questions.
- Assisted inbound and outbound customers with enquiries and orders. Improving first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- 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 memorable experience that fostered brand loyalty and advocacy.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Assisted in coaching new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Store Team Member
Big W stores
09.2022 - 02.2023
- Warmly greeting customers upon entry, creating a positive shopping environment.
- Ensured store presentation met company standards by arranging displays attractively and keeping shelves well stocked.
- Used cash register to tally purchases, collect payment and execute fast and friendly check-out experiences.
- Used in-store systems to locate inventory and place special orders for customers. Exceeding targets for picking and packing customers online orders.
- Maintained general knowledge of departments to help customers quickly locate products and merchandise.
- Organized and recovered shelves, put away returns, and cleaned spills and messes to maintain high standards throughout sales floor.
- Communicated pleasantly and professionally when answering phones, two-way radio calls and making announcements over PA system.
Store Assistant
ALDI Stores
07.2021 - 10.2021
- Processing sale transactions and delivering sale service
- Interacting and resolving customers needs and preferences
- Maintaining highest level of visual merchandising and store conditions
- Enforcing in-store security and health and safety procedures and regulations
Education
Bachelor of Science - Environmental Management and Sustainability, Environmental Science
Murdoch University
Perth 01.2022
Certificate 3 - Conservation and Land Management
Southwest TAFE
01.2017
Skills
- Interpersonal skills
- Verbal and written communication skills
- Teamwork
- Time management
- Digital literacy
- Self-management
- Critical problem-solving skills
- Documentation and reporting
- Account management
- Customer focus
References
- Jackie Smallridge, Kleenheat Team Leader, 0412 880 142
- Naz Kamaldien, Kleenheat Senior Customer Service Officer, 0401 736 102
Timeline
Customer Service Officer
Kleenheat Gas
06.2023 - Current
Store Team Member
Big W stores
09.2022 - 02.2023
Store Assistant
ALDI Stores
07.2021 - 10.2021
Bachelor of Science - Environmental Management and Sustainability, Environmental Science
Murdoch University
Certificate 3 - Conservation and Land Management
Southwest TAFE
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