Summary
Overview
Work History
Education
Skills
Timeline
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Carla Kovacic

Mortdale,NSW

Summary

Customer Service Specialist with over 5 years' retail services experience. Proven experience in providing high quality customer service. Driven by exceeding performance targets and providing exceptional business results. Thrives in a fast-paced environment. Skilled in dispute resolution, dealing with complaints and providing appropriate solutions and alternatives. Excellent communicator and strong relationship builder. Ability to grasp and retain new concepts quickly and competently.

Overview

10
10
years of professional experience

Work History

Reservations Coordinator

Merivale
Sydney, NSW
10.2023 - Current
  • Coordinated with other departments to ensure efficient service delivery.
  • Maintained accurate records of all reservations and cancellations.
  • Generated reports detailing reservation history, occupancy levels and revenue numbers.
  • Handled incoming calls pertaining to new reservations, inquiries, cancellations.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Processed payments for reservations and other services.

PARTY HOSTESS

We Came Here To Party
11.2021 - Current
  • Event set up and co-ordination
  • Independently hosting on-site events
  • Entertaining and managing large groups of children
  • Training and supervising new-starters
  • Collecting payments
  • Promoting and advancing sale of events.

CONNECT CHAT BANKER

St George Bank
07.2021 - 06.2023
  • Simultaneously responding to multiple customers via the online chat platform about their banking needs
  • Influencing, educating and migrating customers to self-service technology and mobile options
  • Developing customer self-service steps, banker response scripts and maintaining supporting documentation
  • Collaborating with the team to capture chatbot faults and feedback for improvements of the service
  • Interviewing candidates for Connect Chat Banker roles and completing recommendation reports
  • Using social media (including Facebook, Twitter, LinkedIn, Instagram) to provide news, education and support to our customers and communities.

CUSTOMER SERVICE CONSULTANT

St George Bank
03.2020 - 07.2021
  • Administrative and service support
  • Answer inbound calls to assist customers with various enquiries
  • Built strong knowledge of product line to assist customers in selecting products
  • Resolve customer inquiries, complaints and provide customer friendly solutions.

CUSTOMER SERVICE

Delissh Hurstville
06.2018 - 07.2019
  • Customer service and sales
  • Stock management
  • Opening and closing store
  • Maintain high quality shopping experience by responding to product queries and making recommendations
  • Dismantle and clean deli equipment to maintain sanitary workspace and hygiene
  • Prepare menu items using recipes
  • Count cash drawer and reconcile money with transaction records
  • Receive incoming inventory and verify receipt of ordered products.

SALES ASSISTANT

Siren Shoes
10.2017 - 05.2018
  • Customer service and sales
  • Build and maintain strong customer connections
  • Operation of register and counter management
  • Online and phone orders
  • Develop product knowledge and provide advice on shoe lines
  • Stock management and stocktakes.

CUSTOMER SERVICE

Crust Gourmet Pizza Bar
02.2016 - 10.2017
  • Customer service and sales
  • Making pizzas
  • Taking online and phone orders
  • Stock taking and stock management
  • Stock replenishment.

CUSTOMER SERVICE

Penshurst Pharmacy
01.2014 - 02.2016
  • Customer service and sales
  • Delivery runs
  • Stock management
  • General housekeeping.

Education

Skills

  • Customer Service: Deliver premium service experience to customers, as first point of contact and exceed customer expectations
  • Sales: Proactive generation of key sales deliverables and cross-selling to maximize product uptake
  • Technology and software skills: Ability to adapt quickly and navigate through different platforms including Microsoft Word, Excel, Lexer and Liveperson
  • Improvement focus: exceptional diagnostic skills to solve complex problems, introduced productivity improvements and streamlined many processes
  • Critical thinking: objective analysis and evaluation of customer needs to exceed expectations; effective, customer-friendly decision-making

Timeline

Reservations Coordinator

Merivale
10.2023 - Current

PARTY HOSTESS

We Came Here To Party
11.2021 - Current

CONNECT CHAT BANKER

St George Bank
07.2021 - 06.2023

CUSTOMER SERVICE CONSULTANT

St George Bank
03.2020 - 07.2021

CUSTOMER SERVICE

Delissh Hurstville
06.2018 - 07.2019

SALES ASSISTANT

Siren Shoes
10.2017 - 05.2018

CUSTOMER SERVICE

Crust Gourmet Pizza Bar
02.2016 - 10.2017

CUSTOMER SERVICE

Penshurst Pharmacy
01.2014 - 02.2016

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Carla Kovacic