Diana Hanna
Clyde North,VIC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Customer Relation Management industry.
Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Agent
Waverley Volks Wagen
08.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Facilitated communications through management of inbound and outbound customer calls.
- Contacted customers to return routine and general calls promptly.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Polling Assistant
AEC
10.2023 - 10.2023
- Addressed voter questions and concerns.
- Prepared, cleaned and maintained polling stations.
- Opened and closed polling booths.
- Attended appropriate training sessions and information briefings.
- Issued and collected voter ballot papers.
- Checked elector identification and eligibility and marked elector numbers in register.
- Marked elector numbers and ballot paper numbers in corresponding registers.
- Reported progress and concerns to Duty Returning Officer and Presiding Officer.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
Administrative Coordinator
A-1 Nanny Care Australia
04.2021 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Administrative Assistant
Everhealth
03.2010 - 03.2011
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
Education
High School Diploma -
Holmesglen Institute
Chadstone, VIC04.2021
Skills
- Information Verification
- Case Management
- Call Control
- Customer Relationship Management (CRM)
- Database Research
- Microsoft Office Suite Proficiency
- File Management
- Call Flow Maximization
- Information Updates
- CRM Software
- Customer Relations
- Outstanding Communication Skills
Languages
English
Arabic
Additional Information
- I own a car with valid driver license.
- I have working with children check card.
- I have white card.
- I have a valid fist aid certificate HLTAID011.
Timeline
Polling Assistant
AEC
10.2023 - 10.2023
Customer Service Agent
Waverley Volks Wagen
08.2023 - Current
Administrative Coordinator
A-1 Nanny Care Australia
04.2021 - 04.2023
Administrative Assistant
Everhealth
03.2010 - 03.2011
High School Diploma -
Holmesglen Institute
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