CARLA MARTINAN
Bibra Lake
Summary
I previously worked at a Call centre as a Customer Service Representative, I answered phone calls and was able to help customers with questions and provide them the services that they needed. I am able to answer customers questions and provide solutions while adhering to the companies policies and procedures, providing the best customer experience. I am able to multi task and prioritise my tasks. I am easily able to use different computer and phone systems while completing my work on the phone call. I have previously worked as a Early Childhood Educator with 5 plus years experience with a completed Certificate 3 in Early Childhood Education and Care. I have completed a Certificate 3 in Business Administration Medical which I am aiming to further my knowledge, experience and skills with this qualification. I am a highly motivated, hardworking, and an organized person who is always looking to improve myself and my knowledge, I am able to prioritize tasks and meet deadlines. I work well in a team environment respecting my colleagues and customers while creating positive relationships and problem solving whenever a conflict is to arise. I am confident with filling out paperwork while also having knowledge and experience with computer software as well as having some experience in different roles which I feel could benefit this role. Iwork well under pressure and am able to work with a customer to find a solution.
Overview
13
13
years of professional experience
Work History
Call Center Customer Service Representative
TSA Group
04.2022 - 07.2024
- Answered 30 phone calls from customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using different programs
- Resolved concerns with products or services to help with retention and drive sales.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Adapted quickly to new technologies introduced into the call centre environment, utilising tools effectively during customer interactions.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Recommended products to customers, thoroughly explaining details.
- Delivered prompt service to prioritise customer needs.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Childcare Educator
Busy Bees
05.2016 - 11.2021
- Engaged with children to create fun and developmentally appropriate learning experiences
- Implemented approved lesson plans and daily classroom schedules in accordance with school curriculum and programming
- Maintained a well-kept classroom to support inclusion, curiosity, and exploration
- Attended staff meetings, workshops, and school functions to support school unity and collaborate with other faculty members
- Adhered to cleaning and sanitation requirements, sanitizing toys and surfaces at frequent intervals
- Observed rules and regulations at institution, local, state, or national levels
- Encouraged self-esteem, independence, and respect with positive role-modelling
- Supervised children during activities to maintain safety and wellbeing
- Monitored children's progress and discussed challenges with parents and caregivers to foster open communication
- Established clear expectations for behaviour and redirected problematic actions with positive reinforcement or established discipline protocols
- Collaborated with faculty and staff to enhance programs and promote student success
- Encouraged children to navigate challenges independently and develop confidence and early learning abilities
- Applied knowledge of early childhood development to evaluate children’s learning needs and promote growth
- Wrote up learning stories for individual children
- Interacted with parents (clients)
Childcare Assistant
GinGin Early Learning Centre
04.2016 - 05.2016
- Taught students how to interact positively by modelling positive social behaviours
- Assisted with diapering, toileting, and bathing children
- Upheld strict sanitation standards with room, surface, and toy cleaning
- Distributed supplies and materials for crafts and activities
- Assisted with personal needs to help children improve hygiene and build foundational skills for self-care
- Supervised children on the playground
- Diversified learning times with engaging music, craft, and story times
- Communicated with children's parents or guardians about daily activities, behaviours, and related issues
- Maintained a safe play environment
- Observed and monitored children's play activities.
Hair Salon Receptionist
Just Cuts
03.2011 - 08.2011
- Informed customers about services, pricing, and products offered
- Kept salon clean and organized, supply restocking, and sanitizing functions
- Worked independently in computer system and processed accurate transactions by cash or card
- Served guest needs at busy salon facility, including scheduling and confirming appointments
- Helped guests feel welcome and relaxed, offering immediate, positive support for all needs
- Greeted people upon arrival and provided directions to specific destinations
- Delivered exceptional customer service, providing information, and independently resolved issues
- Operated telephone switchboard, providing information, taking messages and scheduling appointments.
Education
Completed Year 8 - Year 11
Somerville Baptist College
Murdoch WACertificate 3 in Business Administration & Medical -
South Metropolitan TAFE
Murdoch, WA12.2021
Completed Year 12
North Lake Senior Campus
Kardinya, WA11.2014
Skills
- Team Work
- Problem Solving
- Communication
- Keyboarding
- Organisational Skills
- Written and oral communication
- Customer Data Confidentiality
- Complaint resolution
- Building Customer Trust and Loyalty
- Quality assurance
- Security Administration
- Payment processing
- Order and Refund Processing
- Escalation management
- Customer Account Management
- Account updating
- Calm and Professional Under Pressure
- Multitasking and organization
- Data Entry and Maintenance
- Negotiation techniques
- POS Systems and Ordering Platforms
- Telephone etiquette
- Service Recommendations
- Appointment scheduling
- Understanding Customer Needs
- Training experience
- Online Systems
- Computer Proficiency
- Managing Phone Systems
- Inbound and Outbound Calling
Accomplishments
- Busy Bees Fremantle
- Ashleigh Francisco (Director)
- 0893353001
- manager@fremantle.busybees.edu.au
- Western Australia Police Force
- Gary O'Loughlin
- Senior Constable
- 0401401019
- gary.o'loughlin@police.wa.gov.au
- South Metropolitan TAFE, Murdoch
- Lyn Polkinghorne
- 0438190365
- lyn.polkinghorne@smtafe.wa.edu..au
Timeline
Call Center Customer Service Representative
TSA Group
04.2022 - 07.2024
Childcare Educator
Busy Bees
05.2016 - 11.2021
Childcare Assistant
GinGin Early Learning Centre
04.2016 - 05.2016
Hair Salon Receptionist
Just Cuts
03.2011 - 08.2011
Completed Year 8 - Year 11
Somerville Baptist College
Certificate 3 in Business Administration & Medical -
South Metropolitan TAFE
Completed Year 12
North Lake Senior Campus
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