Devi Purnami
Hawthorn,VIC
Summary
Top-notch Online Customer Service Representative with extensive experience providing exceptional client engagement and support through various online channels. Proven track record of success in responding to customer inquiries, resolving complaints and managing customer accounts. Collaborative and dedicated to building long-term relationships with clients.
Overview
11
11
years of professional experience
Work History
Online Customer Service Representative
David Jones
05.2022 - Current
- Answered live online chats to give quick answers and solve problems faster.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Generated reports and tracked customer service metrics on daily basis.
- Collaborated closely with cross-functional departments to deliver high customer satisfaction.
- Developed customer service processes to improve customer satisfaction.
- Helped customers navigate the website to order product online for added convenience and access to larger inventory.
- Monitored customer feedback and performance indicators to identify areas for improvement.
- Followed-up with online price quotes via email and phone to answer questions and close sales.
- Responded to website and email inquiries within [Number] business days to maintain customer satisfaction and generate positive reviews.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Assisted clients with product questions to facilitate online ordering process.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
Media Coordinator
Hatched Media
10.2021 - 04.2022
- Streamlined operational processes and workflow to increase efficiency of team performance and resource allocation.
- Cut delivery times through proactive tracking and monitoring of project timelines and aggressive pursuit of customer approval of digital and print files.
- Established departmental policies, yearly objectives, areas of opportunity and goals related to sales and budgeting.
- Bought advertising space in newspapers and magazines.
- Handled external communications with media and public relations professionals.
- Discussed marketing goals with clients to identify needs and articulate details to the marketing team.
- Collected information about the kinds of audiences targeted by different media and the approximate size of each group.
- Negotiated rates with media sales companies.
- Increased brand awareness through the creation of innovative print and digital productions for major publications.
Customer Service Supervisor
Coles Supermarket
06.2013 - 12.2021
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
Bachelor of Business - Marketing
Swinburne University of Technology
Melbourne, VIC06.2020
Diploma of Business -
Swinburne University of Technology
Melbourne, VIC12.2015
Diploma - Fashion And Textile Merchandising
Kangan Institute
Melbourne, VIC12.2014
Skills
- Online Chat
- Customer Call Notes
- Compliance Scorecards
- Customer Service
- Shipping Procedures Understanding
- Customer Account Management
- Complaint Resolution
- Business Development
- Call Centre Operations
- Customer Inquiry Management (CIM)
- CRM Software
- Customer Experience Management
Languages
Indonesian
Native or Bilingual
Timeline
Online Customer Service Representative
David Jones
05.2022 - Current
Media Coordinator
Hatched Media
10.2021 - 04.2022
Customer Service Supervisor
Coles Supermarket
06.2013 - 12.2021
Bachelor of Business - Marketing
Swinburne University of Technology
Diploma of Business -
Swinburne University of Technology
Diploma - Fashion And Textile Merchandising
Kangan Institute
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