Cindy Rapsey
Albury,NSW
Summary
Dynamic and results-driven professional with extensive experience in Call Centre and Frontline customer service environments, notably with Service NSW and Casama Group. Skilled in complaint resolution and multitasking, I excel in high-pressure environments, consistently exceeding performance metrics. Proven track record in fostering team excellence and improving customer satisfaction through effective communication and problem-solving abilities.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Service NSW
2015.02 - Current
- Provide exceptional frontline customer service for 17 different government agencies, over 800 different government transactions.
- Responded to customer requests, offering support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- A high level of knowledge of policy and procedures tailored for each agency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
National Customer Service Manager - Call Centre
Casama Group
2011.03 - 2014.05
- Managed a call centre of 30+ Customer Service Officers over multiple locations nationally.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed high call volumes effectively while maintaining excellent service quality standards across the team.
- Collaborated with sales teams to develop strategies for attracting potential clients and retaining existing customers.
- Streamlined complaint resolution process, reducing response time and increasing customer retention rate.
- Implemented regular team meetings to discuss ongoing challenges and share best practices, promoting a culture of continuous learning and improvement.
- Optimized workflow processes to increase overall efficiency within the department, leading to reduced wait times for customers.
- Created comprehensive reports on departmental performance metrics to present to upper management for strategic decision-making purposes.
- Establish and conducted regular performance reviews, identifying areas of improvement and developing action plans for individual growth.
- Reduced employee turnover rates with ongoing professional development opportunities and supportive management practices.
Customer Service Officer - Call Centre
Casama Group
2006.04 - 2011.05
- Handled high-volume internal and external call enquiries and precessing customer daily orders.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Officer
Bank of Scotland
2002.11 - 2004.10
- Liaised directly with "High Value" customers with all their account banking enquires.
- Assisted customers with domestic and international fund transfers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Education
High School Diploma -
Australian Institute of Melbourne
Melbourne12.2011
Skills
Frontline Customer Service experience
Money handling abilities
Complaint handling and resolution
Call Centre experience
Multitasking
Problem solve and interpret legislations
Strong ability to learn quickly on policies, procedures and computer programs.
Excellent written and verbal communication.
Passionate in delivering exceptional customer service.
Timeline
Customer Service Representative
Service NSW
2015.02 - Current
National Customer Service Manager - Call Centre
Casama Group
2011.03 - 2014.05
Customer Service Officer - Call Centre
Casama Group
2006.04 - 2011.05
Customer Service Officer
Bank of Scotland
2002.11 - 2004.10
High School Diploma -
Australian Institute of Melbourne
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