Cassandra Khamo

• Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
• Maintained accurate records of client interactions, tracking progress towards resolution.
• Negotiated favorable outcomes between customers and the organization when resolving disputes or conflicts effectively.
• Participated in cross-functional teams to address complex issues involving multiple departments, achieving satisfactory resolutions for all parties involved.
• Analytical mindset and high level of attention to detail.
• Utilized strong problem-solving skills to address customer concerns and find satisfactory resolutions.
• Managed and resolved complaints in both FirstPoint and Respond.

• Identified issues, analyzed information and provided solutions to problems.
• Determined liability outlined in coverage and assessed documentation.
• Documented and communicated timely claims information while supporting accurate outcomes.
• Supported the home claims team leaders in managing complaints over a period of 5 months.
• Managed and resolved complaints in both FirstPoint and Respond.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.

• Handled calls per day to address customer inquiries and concerns.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Identified issues, analyzed information and provided solutions to problems.
• Managed a range of customer accounts and addressed any concerns they had.
• Increased customer satisfaction by resolving issues.

Optus Parramatta Westfield, Sydney, NSW

• Helped customers locate products and checked store system for merchandise at other sites.
• Increased sales by offering advice on purchases and promoting additional products.
• Maintained records related to sales, returns and inventory availability.
• Recommended accessories and complementary purchases to boost revenue.
• Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.