Carmen Elder
Kingston,QLD
Summary
Dedicated customer service agent skilled in communication, conflict resolution, and active listening. Proven ability to manage high call volumes while ensuring exceptional customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Europ Assistance
Brisbane, Qld
11.2025 - 04.2026
- Resolved customer complaints efficiently through active listening.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Assisted customers with travel inquiries and service requests.
- Educated customers on policy details and service offerings.
- Managed follow-up calls to ensure service quality and customer feedback.
- Provided product information to customers in a timely manner.
- Helped clients navigate online systems within established frameworks to obtain services.
Customer Service Representative
Supagas
Loganholme, Qld
03.2025 - 11.2025
- Answered inbound calls to assist general public and industry clients with product ordering, enhancing customer experience.
- Resolved customer problems with knowledgeable and friendly service, promoting high levels of customer satisfaction.
- Maintained composure during high-pressure situations to effectively resolve issues and diffuse tense situations, ensuring customer satisfaction.
- Provided accurate ETAs by liaising with gas cylinder dispatch operators and customers.
- Entered purchase orders into Pronto CRM system.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Followed safety protocols to ensure a safe working environment. to maintain Industry standards.
Roadside Assistance Dispatcher
Digicall Assistance
Brisbane, Qld
03.2022 - 12.2024
- Coordinated roadside assistance requests using advanced dispatch systems.
- Responded to emergency calls from customers experiencing vehicle breakdowns or accidents.
- Handled emergency situations calmly, providing guidance to distressed customers.
- Managed high call volumes while maintaining a positive customer experience.
- Monitored incoming calls, emails, and texts from customers requiring assistance.
- Communicated effectively with clients to gather essential information for service.
- Monitored vehicle locations to optimize response times and resource allocation.
- Coordinated with tow truck operators for the efficient transport of vehicles in distress.
- Verified customer payment information prior to dispatching services.
- Generated reports detailing call volume, response times, technician performance metrics.
- Communicated with customers regarding their current situation and provided reassurance when needed.
Customer Service Representative
AAMI
Brisbane, Qld
11.2013 - 12.2021
- Cultivated strong customer relationships, resulting in increased customer loyalty and repeat business.
- Guided customers in understanding policy details and coverage options, enhancing their decision-making process.
- Answered inquiries, providing precise information on products and services.
- Maintained accurate records of customer interactions and transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collected customer deposits to ensure accurate financial records. or payments and arranged for billing.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Surpassed sales goals through the implementation of successful marketing strategies.
Education
Certificate III Office Administration -
Maryborough Tafe
Maryborough, QLD11-1998
High School Diploma -
Shailer Park High School
Shailer Park 11-1991
Skills
- Product knowledge
- Sales strategies and upselling
- Policy explanation
- Customer retention
- Record management
- Digital communication
- Zendesk proficiency
- Time management
- Team collaboration
- Relationship management
- Conflict resolution
- Communication skills
- Active listening and empathy
- Telephone etiquette and call control
- Consulting skills
- Dispatch coordination
- Order processing and payment handling
- Stress management
- Collaborative communication
- Inbound call management and escalation handling
- Microsoft Office Suite proficiency
- Technical troubleshooting
- Email management and data entry
- Reliability and punctuality
- Call center experience
- Customer relationship management (CRM)
- Adaptability and flexibility
Timeline
Customer Service Agent
Europ Assistance
11.2025 - 04.2026
Customer Service Representative
Supagas
03.2025 - 11.2025
Roadside Assistance Dispatcher
Digicall Assistance
03.2022 - 12.2024
Customer Service Representative
AAMI
11.2013 - 12.2021
Certificate III Office Administration -
Maryborough Tafe
High School Diploma -
Shailer Park High School