Edwin Shaju
Kelvin Grove,QLD
Summary
Adept at managing high-stress situations, I excelled as a Customer Service Representative at Viva Energy, enhancing customer loyalty through empathetic service and active listening. Recognized for surpassing performance metrics, my skills in data entry and team development significantly contributed to our team's success, fostering an environment of service excellence and continuous improvement.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Viva Energy
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
IGA Local Grocer
02.2024 - Current
Customer Service Representative
Coles Express
02.2022 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Masters in Information Technology - Information Technology
Victoria University, Brisbane
Brisbane, QLDSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Team development
- Administrative support
- Data collection
Languages
Hindi
Professional Working
English
Full Professional
Malayalam
Native or Bilingual
Timeline
Customer Service Representative
Viva Energy
02.2024 - Current
Customer Service Representative
IGA Local Grocer
02.2024 - Current
Customer Service Representative
Coles Express
02.2022 - 02.2024
Masters in Information Technology - Information Technology
Victoria University, Brisbane
Similar Profiles
Julieanne WillsonJulieanne Willson
National Operations Manager at Viva EnergyNational Operations Manager at Viva Energy
Ashish KumarAshish Kumar
Assistant Store Manager at Viva EnergyAssistant Store Manager at Viva Energy
Sharn CarlyonSharn Carlyon
Customer Service Representative at Viva EnergyCustomer Service Representative at Viva Energy