Caroline Fletcher

Raising a family.

• Provide information to customers regarding vaccinations AstraZeneca and Pfizer, thoroughly explaining details.
• Answered constant flow of customer calls with minimal wait times.
• Organize appointments and cancellations for customer's vaccination.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Liaised with customers and management team to better understand customer needs and recommend appropriate solutions.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Effective liaison between customers and internal departments.
  

• Assist customers with all enquiries related to Etax.
• Assist customers in filling out Etax.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

• Utilise professional knowledge, research and judgement to assess consumer complaints
• Provide appropriate resolution taking into consideration company’s policies and regulation
• Record cases information, complete accurately all necessary forms and produce statistical reports for assessment by management
• Ensure appropriate liaison and exchange of information between corresponding parties involved
• Review case progress and determine case closure
• Develop effective working relations and cooperate with team throughout entire case management process

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Developed and maintained courteous and effective working relationships.
• Increased customer satisfaction by resolving product and service issues.
• Used coordination and planning skills to achieve results according to schedule.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.

• Answered central telephone system and directed calls accordingly.
• Confirmed appointments, communicated with clients and updated client records.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Supported various administrative duties by proofreading, transcribing and invoicing.
• Oversaw inventory materials monitoring, requisitions and supply re-stocking.