Sharon Forrest
Ballina,NSW
Summary
Dynamic professional with a proven track record at St George Bank, enhancing customer retention and satisfaction through expert complaint resolution and exceptional customer service. Skilled in CRM software and adept at fostering client relationships, I excel in fast-paced environments, consistently delivering solutions that exceed employer and customer expectations.
Overview
18
18
years of professional experience
Work History
Customer Service Specialist
St George Bank
Mudgee, NSW - Lismore NSW -Ballina NSW
10.2009 - 09.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered prompt service to prioritize customer needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Identified and resolved discrepancies and errors in customer accounts.
Administrative Officer
Mission Australia
Mudgee, NSW
10.2006 - 10.2009
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.equally.
- Evaluate jobseekers skills and abilities in relation to obtain employment. Recognising job seekers who are not currently job ready. These jobseekers can then access an appropriate department where they will help them them to overcome theand identify the need to upskill if needed.!
- Assist jobseeker with Resume and updating as r
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Drafted and distributed invoices for outstanding payments.
- Maintained high levels of organization within the office space through regular supply inventory checks and proactive restocking efforts.
- Contributed to office safety by enforcing workplace policies and following emergency procedures as needed.
- Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
- Created, prepared, and delivered reports to various departments.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
- Processed purchase orders, service contracts and financial reports.
- Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
- Managed team petty cash, purchase orders and account transactions.
- Managed daily payment processing and drafted related financial documents.
- Ensured accurate financial reporting by meticulously reviewing expense reports, invoices, and other financial documents.
- Maintained personnel records and updated internal databases to support document management.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Performed wide-ranging administrative, financial and service-related functions.
- Trained and supervised employees on office policies and procedures.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Proofread and edited documents for accuracy and grammar.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Employment Consultant
Mission Australia
Mudgee, NSW
03.2006 - 10.2009
- Reviewed, tracked and coordinated employment referrals.
- Managed caseloads of up to Number monthly clients in search of gainful employment.
- Enhanced candidates' potential to find employment by teaching job search skills and holding mock interviews.
Education
Certificate IV In Financial Services - Finance
TAFE NSW
Sydney, NSW03.2011
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Complaint Handling
- Problem Resolution
- Customer Relationship Management
- Complaint resolution
- Customer Retention
- Account Management
- Regulatory Compliance
- Process Optimization
- Report Generation
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Active Listening
- Professional telephone demeanor
- Follow-up skills
- Clerical Support
- Prioritization
- Microsoft Outlook
- Product and service solutions
- Administrative Support
- Documentation
- Office equipment proficiency
- Software CRM system proficiency
- Paperwork Processing
- Data Collection
- Service standard compliance
- Appointment Scheduling
- Money handling abilities
Timeline
Customer Service Specialist
St George Bank
10.2009 - 09.2023
Administrative Officer
Mission Australia
10.2006 - 10.2009
Employment Consultant
Mission Australia
03.2006 - 10.2009
Certificate IV In Financial Services - Finance
TAFE NSW