Debra Welch
Rosebery,NSW
Summary
Highly dedicated Customer Service Specialist with a proven ability to excel in a fast-paced environment. Collaborative team player recognized for exceptional handling of escalated customer support issues. Knowledgeable in promoting sales to increase revenue while providing effective issue resolution. Driven professional with many years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads, and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
24
24
years of professional experience
Work History
Customer Service Officer
Services Australia
Pagewood, NSW
08.2000 - Current
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Educated customers on products and services offered by the company.
- Processed payments from customers using point of sale systems.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities to upsell products or services to customers.
- Developed strategies to improve customer service processes and procedures.
- Handled escalated customer complaints and disputes in a professional manner.
- Established trustful relationships with customers through effective communication skills.
- Provided general administrative support including filing documents, scheduling appointments.
- Collaborated with other departments within the organization on various projects.
- Trained new employees on company policies related to customer service practices.
- Conducted quality assurance reviews of fellow colleagues' work performance.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School Diploma -
DOONSIDE HIGH
Sydney, NSW11-1981
Skills
- Data Entry
- Customer Support
- Issue Research
- Complaint Handling
- Information Protection
- Service Recommendations
Timeline
Customer Service Officer
Services Australia
08.2000 - Current
High School Diploma -
DOONSIDE HIGH
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