Experienced and customer-centric professional with a strong background in service, claims, sales, and building lasting customer relationships. Skilled in effective communication through various channels, including verbal, written, and face-to-face interactions. Adept at understanding and addressing customer needs, providing exceptional service, and resolving issues to ensure customer satisfaction. Proven ability to build rapport and trust with customers, resulting in increased sales and repeat business. Experience across diverse industries, servicing customers at the best and worst times of their lives. I have travelled the world experiencing varied cultures, providing me with insight and the patience to actively listen and show empathy.
Customer Care - Customer Service Consultant
Hybrid Remote
(role included: Addressing complaints, logging feedback and callbacks, liaising with internal departments, quoting health cover policies, changing details, assisting with online services, using communications portals to send documents, links and information, using delegation to offer eligible discounts and tailored solutions, cancelling policies for customers moving overseas or POAs advising of the passing of a health fund member, handling high inbound and outbound call volumes and working to KPIs)
Customer service consultant - Retention Specialist
Commenced role in-office, then moved to working from home role
(Role included: Addressing and reducing customer complaints, providing personalized assistance to retain customers cancelling services, using available delegations to go above and beyond to provide individual tailored products, discounts and solutions, administration, managing high inbound and outbound high call volumes, working to KPIs)
Customer Service – Extensive experience in sales, claims, customer service call centres and face-to-face
Extensive experience working in high call volume environments, customer complaints, first call resolution, working to schedule and KPIs
Taking credit card payments and maintaining customer records/data (online systems and front facing), cash handling and banking
Technology and Administration - Data entry, varied use of telephony, communication and office programs (including but not limited to: AWS, Salesforce, Workday, YakTrak, Workplace, Workplace Chat, Zoom, Microsoft Office, POS, Tyro, Protect, Outlook, ESS, E5, Chrome, Edge, Firefox, Lotus, AS400, SAP, Healthline, KHub, some Sharepoint and some AI help assistance programs in most recent health insurance role), multi-line phone systems, wireless and handset connected headsets, frequent use of IVR, Tyro and POS systems
Ordering, handling and displaying of stock/merchandise
Work well in both team and solitary environments
Collector of Godzilla, Lion King, How to Train Your Dragon, Aristocats and Hello Kitty memorabilia, and Starbucks cards I love music, travel, Japanese and Korean culture, anime, manga/comics, art and fashion Animals and animal welfare are my passion I have a 17 year old and a 7 year old cat whom I adore, and care for 8 frogs
Non-smoker
No children
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