Brontie Roberts
North Kellyville,NSW
Summary
Knowledgeable and dedicated customer service professional with 11 years experience of face to face & call centre service roles. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
15
15
years of professional experience
Work History
Customer Care Consultant
NIB Health Funds
09.2023 - Current
- Enhanced customer satisfaction by promptly addressing enquiries and providing accurate information.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Streamlined communication with clients, leading to improved relationships and increased retention rates.
- Managed up to 60+ calls a day
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Trained new team members on company policies, procedures, and best practices in customer care. "Buddying"
- Provided first-contact resolution whenever possible by utilising extensive product knowledge and problem-solving skills.
- Navigated multiple computer systems and applications.
Senior Beauty Therapist /Salon Manager
Milani Wynta
11.2020 - 09.2023
- Kept work areas, tools, and equipment clean and properly sanitised.
- Processed payments, entering sales in register for prompt customer service.
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
- Trained new staff in product knowledge and customer service protocols.
- Followed up with customers to increase satisfaction with purchases and services.
- Answered phone calls and emails to schedule client appointments.
- Managed and motivated employees to be productive and engaged in work.
Senior Beauty Therapist /Certified Laser Technician
LCA
01.2017 - 01.2018
- Managing client appointments
- Admin / computer work
- Sterilisation of equipment
- Providing professional advised to clients regarding skin conditions and concerns
- Laser clinics Australia, Tuggerah, nsw — 2018 - 2020, Tuggerah is the company I succeeded most in my beauty career
- I was able to widely expand my knowledge within the beauty industry and learn more advanced treatments such as Laser Hair Removal, Pigmentation Removal, Vascular Removal, Chemical Peels and Skin Needling
- Duties included:
- Quality Customer service
- Working as a team and independently
- Thoroughly consulting every new client for every new treatment
- Reaching targets / KPI’s
- Attend advanced training classes
- Increased salon revenue through upselling additional services and retail products to clients.
- Opening and closing of the clinic
- Money handling
- Dealing and working with client compaints to come to a reasonable resolution
- Enhanced client satisfaction by providing personalised skincare treatments and product recommendations.
Apprentice - Senior Beauty Therapist
Beautique Medi Spa
01.2013 - 01.2017
- Beautique medispa, Erina fair, nsw —
- At Beautique I was able to further my skills in customer service
- I completed a three year apprenticeship which I succeeded in receiving a Certificate IV in Beauty Therapy
- I continued with the company for one more year prior to completing my course
- Duties included :
- Working four days a week / attending TAFE one day a week
- Managing client appointments / computer admin
- Greeting clients
- Attending training days
- Money handling
- Enhanced practical skills by assisting experienced professionals in various tasks.
- Received constructive feedback from mentors, leading to improved performance and increased knowledge.
- Demonstrated eagerness to learn by asking questions and seeking clarification when necessary.
Crew member
McDonalds
01.2010 - 01.2013
- In this position I learnt a lot about customer care/service and how to work well as a team
- I was about 14 when I started working there and finished up roughly 17 years of age
- I worked with a mix of men and women of all ages
- Duties included :
- Face to face communication with customers
- Problem solving
- Providing quality fast food/beverage
- Barista services
- Cashier procedures and money handling
- High quality standards cleaning
Education
Certificat IV Beauty Therapy
TAFE NSW
Tighes Hill, NSW2016
Terrigal High School
Terrigal, NSW2013
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St. Josephs Catholic College
East Gosford, NSW2011
Skills
- Ability to work in fast paced environments
- Quality customer care
- Conflict resolution
- Great time management
- Ability to record and process important information
- Personable
- Self-motivator
- Excellent people skills
- Till Counting
- Time Management
- Processing Customer Consultations
- Team Leadership
Timeline
Customer Care Consultant
NIB Health Funds
09.2023 - Current
Senior Beauty Therapist /Salon Manager
Milani Wynta
11.2020 - 09.2023
Senior Beauty Therapist /Certified Laser Technician
LCA
01.2017 - 01.2018
Apprentice - Senior Beauty Therapist
Beautique Medi Spa
01.2013 - 01.2017
Crew member
McDonalds
01.2010 - 01.2013
Certificat IV Beauty Therapy
TAFE NSW
Terrigal High School
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St. Josephs Catholic College
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