Caleb Forson
Sydney,Australia
Summary
I am an experienced Customer Service Agent with proven success in managing diverse customer inquiries and resolving issues efficiently across multiple channels. Experienced at handling sensitive financial data in alignment to compliance standards while consistently meeting performance KPIs for response time and customer satisfaction. Strong background in CRM utilization for effective customer interaction tracking.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
ITSM
08.2023 - Current
- Achieved KPI's for response time and customer satisfaction.
- Handled high volumes of inbound customer inquiries via chat, email, and SMS, ensuring timely support.
- Collaborated with team members to resolve complex customer concerns.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Recorded customer information and follow-up actions to facilitate effective case management.
- Utilized CRM software to track customer interactions and support requests.
- Engaged in ongoing training and e-learning sessions to enhance customer service skills and knowledge.
Customer Service Agent
Commonwealth Bank (CommBiz)
09.2022 - 08.2023
- Managed high volumes of inbound enquiries, ensuring timely and effective resolution
- Resolved login issues, transaction queries and system navigation support
- Explained complex information clearly to customers with varying technical abilities
- Used multiple systems simultaneously to resolve enquiries quickly
- Provided support to business banking clients using the CommBiz platform
- Handled sensitive financial information in line with compliance requirements
- Recorded customer interactions accurately in internal systems
- Ensured accuracy in all transactions and records with strong attention to detail
- Met performance targets including response time and customer satisfaction
Back of House Assistant Supervisor
JD Sports
01.2021 - 01.2022
- Oversaw stock management and supervised team to ensure smooth operations
- Monitored accuracy and efficiency of processes to maintain high standards
- Organized and maintained employee time sheets and scheduling to ensure accurate payroll processing.
- Acted as primary liaison for internal teams and external partners to facilitate communication and collaboration.
- Maintained inventory accuracy through regular stock checks and updates.
- Trained new staff on operational procedures and store policies to facilitate effective onboarding
- Utilized point-of-sale system for processing transactions efficiently.
Education
High School Diploma -
St John Paul II Catholic College
Schofields, NSW11-2018
Skills
- Customer service via chat, email & SMS
- Strong written communication & grammar
- High-speed typing & system navigation
- Attention to detail
- Conflict resolution & problem solving
- Adaptability & teamwork
- Compliance & Data Handling (Banking Environment)
- Customer relationship management
- Financial information handling
- CRM software utilization
- Data entry accuracy
- Compliance adherence
Timeline
Customer Service Agent
ITSM
08.2023 - Current
Customer Service Agent
Commonwealth Bank (CommBiz)
09.2022 - 08.2023
Back of House Assistant Supervisor
JD Sports
01.2021 - 01.2022
High School Diploma -
St John Paul II Catholic College