Bryan Yap
Endeavour Hills,VIC
Summary
Results-driven escalations operator with six years of experience in client-focused call centers. Proven ability to maintain composure during high-stress situations while managing high-volume interactions. Expertise in resolving complex issues to enhance customer satisfaction and support team performance through effective organizational strategies.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Well Done International
Melbourne, VIC
12.2020 - Current
- Answered incoming calls, delivering knowledgeable service and maintaining high professionalism for every customer/client.
- Managed high volume of inbound customer calls efficiently.
- Resolved customer inquiries and complaints with professionalism.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Delivered customer service by actively listening to customers' needs and providing tailored solutions.
- Provided accurate product information to assist customers effectively.
- Documented customer interactions using CRM software daily.
- Maintained up-to-date knowledge of company policies and procedures.
- Collaborated with team members to enhance service quality.
- Assisted in training new representatives on call handling techniques.
Swim Coach
North Lodge Swimming Academy
Dandenong
08.2019 - 08.2020
- Conducted stroke analysis and technique improvement lessons, leading to enhanced swimmer performance and mastery of skills.
- Instructed students in swimming techniques and safety practices.
- Trained squad swimmers to swim adeptly, working one-on-one with children and supervising on the pool deck.
- Monitored student progress, providing tailored feedback to foster skill development and confidence.
- Encouraged students to perform at personal best using positive reinforcement.
- Collaborated with parents to discuss students' development and goals.
- Facilitated rebranding of North Lodge to Splashes Dandenong while coaching swim athletes, enhancing program visibility and community engagement.
Retail Worker
K-Mart
Endeavour Hills
08.2017 - 07.2019
- Provided exceptional service to enhance customer satisfaction during shopping experiences.
- Guided customers in locating products and answered inquiries to ensure satisfaction.
- Organized shelves and developed solutions for customer inquiries via phone and in-person to enhance shopping experience.
- Collaborated with team members to maintain a clean, organized sales floor, improving customer navigation.
- Monitored product displays to enhance customer engagement and visibility.
- Stocked shelves and maintained inventory levels throughout the store.
Work Experience
Ivan’s Deli
Dandenong
- Coordinated deliveries for timely arrival of goods, ensuring customer satisfaction.
- Arranged goods systematically to set prices accurately to align with sales strategies and maximize customer engagement
- Labeled and packaged products for efficient inventory management.
- Restocked and organized shelves to maintain a tidy shopping environment.
Admin and Registration
Level up Studies
Southern Cross
- Managed online file organization for admin and registration, improving accessibility and retrieval of documents.
- Executed day-to-day duties with attention to detail, ensuring smooth operations in administrative tasks.
Education
VCE -
Gleneagles Secondary College
Endeavour Hills, VIC01-2019
Diploma of Business -
RMIT
Melbourne, VICSkills
- Call center service
- CRM software
- Call handling
- Training new hires
- Clear communication
- Active listening
- Complaint resolution
- Dependability
- Team collaboration
- Multitasking
- Relationship building
- Phone/Computer proficiency
Timeline
Call Center Representative
Well Done International
12.2020 - Current
Swim Coach
North Lodge Swimming Academy
08.2019 - 08.2020
Retail Worker
K-Mart
08.2017 - 07.2019
Admin and Registration
Level up Studies
Work Experience
Ivan’s Deli
VCE -
Gleneagles Secondary College
Diploma of Business -
RMIT