Elise Carbungco
Wangaratta,VIC
Summary
Reliable, motivated, quick learner, organized, and efficient professional with experience in customer success management within IT managed service environments. Strong communication and relationship-building skills. Proven track record of ensuring customer satisfaction and meeting service delivery objectives.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
NEC Australia Pty Ltd
09.2022 - Current
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales and product teams to address customer success objectives.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Service Delivery Specialist
NEC Australia Pty Ltd
08.2017 - 09.2022
- Attended staff and client meetings and served as liaison to manage operations for account.
- Coordinated and led internal and external site team meetings.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Facilitated completion of deliveries and verified documentation.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Contributed to internal and external account reviews.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Coordinated among multiple internal and external stakeholders to achieve customer requirements.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Customer Service Coordinator
NEC Australia Pty Ltd
06.2016 - 08.2017
- 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.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Maintained accurate and current customer account data with manual forms processing.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Kept accurate records to document customer service actions and discussions.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Client Services Coordinator
Computershare Communication Services
10.2013 - 06.2016
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Education
Advanced Diploma - Business Management
RMIT
Melbourne, VIC2002
High School Diploma -
Mercy Diocesan College
Coburg, VIC2000
Skills
- Collaborative Environments
- Account Management
- Inventory Control Processes
- Pre-Sales Support
- Define Customer Needs
- Renewal Opportunities
- Client Rapport-Building
- Key Account Development
- Customer Service and Assistance
- Continuous Quality Improvement (CQI)
- Renewing Accounts
- Account Updates
- Requirements Management
- Change Management Process
- Staff Meetings
- Operational Efficiency
- Strategic Communication
- Records Management
- Effective Customer Communication
- Customer Account Review
- Report Analysis
- Satisfaction Surveys
- Customer Service
- Customer Relations
- Customer Retention
- Billing Systems
- Confidential Records Management
- Post-Incident Reviews
- Client Meetings
- Client Base Retention
- Continuous Improvement Projects
- Interdepartmental Collaboration
- Improvement Recommendations
- Client Relationships
- Proficient in use of ITSM tools
Timeline
Customer Success Manager
NEC Australia Pty Ltd
09.2022 - Current
Service Delivery Specialist
NEC Australia Pty Ltd
08.2017 - 09.2022
Customer Service Coordinator
NEC Australia Pty Ltd
06.2016 - 08.2017
Client Services Coordinator
Computershare Communication Services
10.2013 - 06.2016
Advanced Diploma - Business Management
RMIT
High School Diploma -
Mercy Diocesan College
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