Claire Jocelyn Baxter
Sydney,NSW
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Senior Customer Service Representative
Avis
08.2007 - Current
- Provided technical support to customers via phone, email, and chat.
- Resolved escalated customer complaints in a timely manner.
- Monitored customer feedback surveys to identify areas of improvement.
- Responded promptly to inquiries from customers about products or services.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Coordinated with suppliers regarding delivery dates, product availability.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Maintained records of vehicle services, repairs, and other pertinent information in fleet management system.
- Managed daily operations of the car rental business, including customer service, fleet management.
- Developed relationships with vendors who supplied necessary materials needed for successful operation of the organization's fleet management operations.
- Advised management on changes needed in fleet size or type based on changing business needs.
- Maintained updated records related to fleet management including driver logs and fuel consumption data.
- Delivered expert technical support to customers and resolved broad array of issues.
- Performed data entry into company's fleet management system.
- Communicated with maintenance team and car mechanics to assist with fleet management.
Self Employed
Avis / Budget
03.2017 - 12.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
Dispatch Supervisor
Armourguard
Auckland
06.2003 - 03.2006
- Ensured that daily dispatch operations ran smoothly and efficiently.
- Scheduled, assigned, and monitored the work of dispatchers.
- Developed and implemented policies and procedures to improve operational efficiency.
- Tracked and reported on dispatcher performance metrics.
- Monitored incoming calls to ensure they were handled promptly and correctly.
- Responded quickly to emergency situations involving dispatched vehicles or personnel.
- Streamlined daily operational processes through the use of technology solutions such as computerized routing software programs .
- Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department .
- Mentored, trained and managed team of 7 employees and offered insight and direction, helping boost overall performance.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
Education
Certificate 3 Early Childhood - Early Childhood Education
Ashton Warner Nanny Academy
AucklandSkills
- Basic knowledge of MS Office, Word, Excel, Power Point and Outlook
- Ability to make an effective contribution to the performance of a team
- Able to demonstrate initiative, accept challenges and apply creativity to overcome obstacles
- High level of professionalism, discipline and dedication to present tasks on time
- Fast typing skills
- Confident driving skills
- Excellent written and verbal communication skills
- Excellent customer service skills
- Leadership skills
- Time management
- Positive attitude and influence
- Reliable
- Conflict Management
- Credit card processing
- Quality Assurance
- De-Escalation Techniques
- Staff Training
- Complaint resolution
- Customer Support
- Organizational abilities
- Route Planning
- Effective Communication
- Employee Management
- Operational Efficiency
- Transportation Regulations
- Vehicle Maintenance
- Vehicle inspections
- Fleet monitoring
- Fleet Management
Google Reviews
The best car rental experience I’ve ever had, Claire was so professional and helpful and good at her job but also so nice to us! She encountered a technical issue and worked with management to resolve it in a way that didn’t cause us any extra work or time. Really appreciated the positive service and will be more likely to use Avis in the future because they employ Claire.
- a year ago, Such a warm, friendly and very professional service from Claire. Nothing was a problem and any questions were answered with such care. Thanks for making this car hire so easy and I’ll be back for sure.
- 4 years ago, Claire is runs the best car service center I've ever been to. She is super helpful, efficient - its a well oiled machine! She went above and beyond in her service to us and was proactive in managing our extensions etc.
- 5 years ago, I am a Fastbreak customer and use Budget often all over the Country on a regular basis. I collected a car from the North Sydney branch last week and have to say that the service was excellent. Claire, the Manager was courteous and so helpful. I called to modify my return date and once again she was so efficient. In a world where we often accept less than average service as standard these days it is refreshing to see someone taking pride in the level of service they provide. What a great ambassador for the Budget brand! Thank you, Carina
Personal Information
- Date of Birth: 12/29/83
- Nationality: New Zealander
- Driving License: Nsw full licence, MR + R classes
References
- Steve Perros, ABG BDM NSW, 0428 946 764, steve.perros@abg.com
- Symone Mei, P2P Operations Officer, 0491011838, Symone.mei@transport.nsw.gov.au
Accomplishments
- 2023 NPS NSW/ACT top performers came 1st for Budget North Sydney, and 5th for Avis North Sydney.
- 2022 NPS NSW/ACT top performers : came 1st for Budget North Sydney.
- Pacific Customer Experience Owner Award November 2021
- Pacific Customer Experience Owner Award May 2019
Timeline
Self Employed
Avis / Budget
03.2017 - 12.2023
Senior Customer Service Representative
Avis
08.2007 - Current
Dispatch Supervisor
Armourguard
06.2003 - 03.2006
Certificate 3 Early Childhood - Early Childhood Education
Ashton Warner Nanny Academy
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