Brody Cashion
Hobart,TAS
Summary
Proven track record in enhancing customer satisfaction and team performance at Bendigo & Adelaide Bank through expert CRM software management and exceptional communication skills. Spearheaded social media strategies for Vodafone Hutchinson Australia, boosting online presence. Known for adaptability, fostering relationships, and driving results with a focus on continuous improvement and customer service excellence. Results-driven Customer Advisor promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality. Driven Customer Support Representative with 20 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Customer Support Advisor
Bendigo & Adelaide Bank
06.2021 - Current
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
- Delivered accurate information through various communication channels including phone calls and emails.
- Enhanced team performance with regular coaching and feedback sessions.
- Identified opportunities for upselling products or services during customer interactions, increasing revenue without sacrificing satisfaction levels.
- Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
- Upheld company policies while advocating for customers'' best interests, fostering trust between clients and the organization.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Social Media Specialist
Vodafone Hutchinson Australia
04.2013 - 09.2019
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Managed social media accounts, ensuring timely responses to comments, messages, and reviews for enhanced customer service.
- Strategised social media campaigns for clients, helping to meet goals and reach untapped potential customers.
- Met multiple deadlines using strong task prioritization skills.
- Facilitated positive brand image, meticulously managing and curating content to align with company values.
- Monitored social media trends to keep strategies fresh and effective, ensuring brand stayed relevant in rapidly changing digital landscape.
- Fostered sense of community, initiating and moderating discussions on topics relevant to brand's audience.
- Enhanced customer engagement with the creation of relevant and shareable content across various platforms.
- Upheld a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity.
- Conducted daily updates to social media profiles to boost company online presence.
Customer Service Specialist
Commonwealth Bank of Australia, CBA
09.2003 - 04.2013
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- 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.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Skills
- CRM Software
- Call handling
- Customer service excellence
- Complaint Handling
- Attention to Detail
- Time Management
- Multitasking Abilities
- Excellent Communication
- Team Collaboration
- Adaptability and Flexibility
- Relationship Building
- Team building
Timeline
Customer Support Advisor
Bendigo & Adelaide Bank
06.2021 - Current
Social Media Specialist
Vodafone Hutchinson Australia
04.2013 - 09.2019
Customer Service Specialist
Commonwealth Bank of Australia, CBA
09.2003 - 04.2013
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