Microsoft office
Charly Jacob
Townsville
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Driven customer care executive with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions. Logical operations bringing 3 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Personable and empathetic with natural ability to build rapport and trust. Knowledge of mental health principles and crisis intervention combined with strong communication and active listening skills. Committed to making positive impact by supporting individuals in their mental health journey.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Mental Health Support Worker
St Andrews Healthcare Hospital
04.2023 - 10.2024
- Promoted a safe environment for patients by monitoring behaviors and implementing safety protocols when necessary.
- Enhanced patient well-being by providing empathetic and compassionate support in daily activities.
- Increased patient engagement in treatment by establishing rapport and building trust with clients.
- Improved patient outcomes with accurate documentation of mental health symptoms and progress.
- Contributed to positive team dynamics by maintaining open communication with colleagues about shared caseloads.
- Reduced patient anxiety through active listening, problem-solving, and crisis intervention techniques.
- Assisted psychiatrists and therapists in gathering data for assessments, diagnoses, and treatment planning.
- Collaborated with medical and clinical personnel to coordinate and implement client services.
- Documented client progress in confidential files.
- Collaborated with mental health professionals to coordinate comprehensive care for clients.
Customer Service Executive
360 Vision Logistics
02.2021 - 01.2023
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Informed customers of upcoming promotions and deals to boost sales.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Evaluated interactions between associates and customers to assess personnel performance.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
Operations Executive
Fusion Shipping And Logistics Co
09.2019 - 02.2021
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Developed operational processes to help organization adapt to market change.
- Integrated marketing plans to reach wider audience and push business prospects closer to conversion.
- Collaborated on operational support tasks to achieve common goal.
- Evaluated suppliers to maintain cost controls and improve operations.
- Assigned delegates to manage high volume of e-mails and call transfers.
Education
Bachelor Of Engineering - Mechanical Engineering
North East Frontier Technical University
Arunachal Pradesh 02.2013 - 02.2017
Skills
Online chat and email
Relationship building
Satisfaction monitoring
Documentation and notes
Account management
Administrative support
Shipping procedures understanding
Technical Support
International sales support
Order fulfillment
De-escalation techniques
Peer support
Residential support
Case documentation
Patient support
Conflict de-escalation
Safety and risk assessments
Confidentiality
Teamwork
Accomplishments
- Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
Certification
Licensed Dangerous goods exporter for 4 years
Timeline
Mental Health Support Worker
St Andrews Healthcare Hospital
04.2023 - 10.2024
Customer Service Executive
360 Vision Logistics
02.2021 - 01.2023
Operations Executive
Fusion Shipping And Logistics Co
09.2019 - 02.2021
Bachelor Of Engineering - Mechanical Engineering
North East Frontier Technical University
02.2013 - 02.2017
Licensed Dangerous goods exporter for 4 years
Sep 2019
Similar Profiles
LANCE HAERINGLANCE HAERING
Administrator at St Andrews HealthcareAdministrator at St Andrews Healthcare
Grethe OseiGrethe Osei
Staff Nurse at St Andrews HealthcareStaff Nurse at St Andrews Healthcare
Luz PascoLuz Pasco
Payroll/ AP at St Andrews Healthcare And Rehab CenterPayroll/ AP at St Andrews Healthcare And Rehab Center