Daniel Chamberlin
Edinburgh
Summary
I'm a personable and dedicated Customer Service Representative with extensive experience in the call centre and hospitality industries. I'm a solid team player with an upbeat, positive attitude and proven skills in establishing rapport with clients. I'm motivated to maintain customer satisfaction and contribute to company success. I'm enthusiastic and results-oriented with a demonstrated history for building relationships.
Overview
7
7
years of professional experience
Work History
Customer Connect Officer (Contract)
Boroondara Council
Melbourne , Vic
07.2023 - 01.2024
- Managing a high number of inbound calls regarding issues/questions within Boroondara Council
- Create a number of different cases relevant to the customers enquiry to get their request logged to the relevant team
- Effectively listening and communicating clearly with customers so they understand the processes for their enquiry
- Transfer or escalate certain enquiries to the relevant teams
- Meeting KPIs and passing phone quality evaluations
- Keep up to date with current news and changes happening within Boroondara Council
Customer Service Representative (Contract)
Masseuse Massage Chairs
Melbourne, VIC
05.2023 - 07.2023
- Make outbound calls to arrange customers delivery for their massage chairs and keep them up to date along the delivery process
- Make outbound calls to follow up on Customers experience with their massage chair and to answer/solve any questions they may have
- Preform consultations to help customers get used to the different settings and features of their massage chair
- Build rapport with Customers on the phone
Claims Officer (Contract)
Club Marine
Melbourne, VIC
12.2022 - 04.2023
- Managing inbound/outbound calls regarding boat claims
- Assisting customers to lodge boat claims over the phone
- Paying invoices
- Emailing the repairer to get an update on repairs and updating the customer
- Managing emails from customers and repairers and dealing with them accordingly
- Updating other claims officers when their was an update on one of their claims
Claims Consultant (Contract)
Defence Health
Melbourne, Vic
08.2022 - 11.2022
- Processing members health insurance claims.
- Calling providers to get information to process members claims.
- Emailing members when more information is required.
- Complying with the relevant government legislation.
- Working independently and assisting teammates to complete claims.
- Complete daily and weekly KPIs.
- Being up to date on policies and products
Administration Officer (Contract)
Queensland Health
Brisbane, Queensland
02.2022 - 06.2022
- Responsible for Providing a high level of customer service, demonstrated understanding, empathy, patience and a positive attitude in a call centre environment.
- Supported an efficient and effective Waitlist Management.
- Used information systems (HBCIS & ieMR) to update patients appointment and referral information, ensuring data integrity and patient confidentiality by adhering to approved policies, guidelines and workplace instructions.
- Communicated with patients, their representatives and referring doctors, ensuring that the Health Contact Centre services provided the best service possible.
- Quickly developed rapport, using strong communication skills to understand and deliver the patients needs.
- Worked independently and as part of the Health Contact Centre team to manage workflow by negotiating priorities for work completion and ensuring that required deadlines were met within a call centre environment.
Customer Support Specialist (Contract)
Tyro
Sydney, NSW
02.2021 - 05.2021
- Responsible for working with customers over calls and email which included solving complex and sometimes emotionally charged situations.
- Dealing with financial and banking queries.
- Communicating technical and non-technical concepts clearly to all levels of understanding.
- Setting up and integrating new EFTPOS machines with a number different Point of Sale systems.
- Meeting daily and weekly KPIs.
- Ability to juggle multiple priorities in a fast-paced environment.
- Write in a clear, explanatory, and customer-focused manner.
- Assist with process improvement to improve customer journey.
- Provide a learning experience for customers over the phone.
Customer Solutions Specialist (Contract)
Menulog
Sydney, New South Wales
09.2020 - 02.2021
- Responsible for taking ownership and make decisions based on the companies policies and principles to resolve issues in a timely manner.
- Handle escalated calls/chat/email issues that are urgent to be de-escalated.
- Quality checking of team responses to customer and restaurant enquiries.
- Review and update training + knowledge base materials.
- Identify process and system improvements to improve customer experience and productivity.
- Lead by example to ensure good communication through all parts of the company.
- Train new team members to work effectively in the role.
- Meeting daily and weekly KPIs.
Customer Service Representative
Amazon
Edinburgh
09.2016 - 02.2020
- Responsible for taking calls, chats and emails
- Solving customer problems, issuing refunds and creating returns, locating missing packages.
- Testing new customer service programmes.
- Give feedback on processes and policy’s to find ways to improve them.
- Escalate customer feedback.
- Data mining.
- Subject Matter Expert to help train new employee
Education
Higher National Diploma - Sports Coaching With Further Development
Edinburgh College
Edinburgh06.2015
Higher - Many Subjects Including English And Maths
Ross High School
Tranent06.2011
Skills
- High-energy attitude
- Adaptive team player
- Retail sales customer service
- Call center experience
- Problem-solving & Decision Making
- Time Management
- Excellent verbal & written communication
- Flexibility & Adaptability
- Organisational
- Inbound and outbound calling
- Microsoft Office Experience
Accomplishments
- Awarded Student of the year by the lecturers of Edinburgh College in May 2013.
- Employee of the month at Mcdonalds.
- In my SQA East Lothian Sports Leadership class I was voted student of the year by other class mates.
- 2nd highest seller in Scotland for VUE cinema for the December period in 2014.
- Completed the London and Edinburgh marathon
Reference
References Upon Request
Timeline
Customer Connect Officer (Contract)
Boroondara Council
07.2023 - 01.2024
Customer Service Representative (Contract)
Masseuse Massage Chairs
05.2023 - 07.2023
Claims Officer (Contract)
Club Marine
12.2022 - 04.2023
Claims Consultant (Contract)
Defence Health
08.2022 - 11.2022
Administration Officer (Contract)
Queensland Health
02.2022 - 06.2022
Customer Support Specialist (Contract)
Tyro
02.2021 - 05.2021
Customer Solutions Specialist (Contract)
Menulog
09.2020 - 02.2021
Customer Service Representative
Amazon
09.2016 - 02.2020
Higher National Diploma - Sports Coaching With Further Development
Edinburgh College
Higher - Many Subjects Including English And Maths
Ross High School
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