Elizabeth Hales
Macquarie Park,NSW
Summary
Dedicated and results-driven professional with extensive experience in telemarketing, customer service, and customer support. Known for delivering exceptional service and building strong customer relationships through effective communication and problem-solving. Skilled in handling a high volume of inbound and outbound calls, resolving customer inquiries, and providing product/service solutions. Adept at working in fast-paced environments, maintaining a positive attitude, and exceeding performance targets. Proven ability to collaborate with cross-functional teams to enhance customer satisfaction and drive business growth.
Overview
15
15
years of professional experience
Work History
Operations Manager, Customer Experience
Optimove
03.2021 - Current
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and on-going performance assessment of current employees.
Telemarketer
Sharp
02.2016 - 04.2021
- Completed daily cold calling and outreach to build sales pipeline.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily and weekly sales reporting using assigned tools.
- Informed current and prospective customers of promotions and new or upgraded products.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Qualified leads and set up customer appointments for outside sales team.
- Exceeded personal sales goals regularly, contributing significantly to the success of the team as a whole.
- Built relationships with customers using strong persuasion and active listening skills.
- Supported fellow team members by offering encouragement, sharing best practices, and participating in group training sessions.
Telemarketer
Paramount Finance
01.2013 - 01.2016
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily cold calling and outreach to build sales pipeline.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Qualified leads and set up customer appointments for outside sales team.
- Exceeded personal sales goals regularly, contributing significantly to the success of the team as a whole.
- Improved overall call quality by adhering to company guidelines and best practices consistently.
Telemarketer
Mitronics Corperation
01.2010 - 03.2013
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily cold calling and outreach to build sales pipeline.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Completed daily and weekly sales reporting using assigned tools.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Education
No Degree - Bar Skills - RSA & RCG
Private College
Sydney, NSW11-2016
High School Diploma -
Meadowbank TAFE
MEADOWBANK NSW11-2009
No Degree - Retail Certificate 3
Private College
Ryde, NSW11-2009
Skills
- Staff development
- Customer empathy
- Customer acquisition
- Data analytics
- Customer feedback management
- Attention to detail
- Time management
- Problem-solving
- Reliability
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Decision-making
- Verbal and written communication
- Adaptability and flexibility
- Effective communication
- Customer service management
Timeline
Operations Manager, Customer Experience
Optimove
03.2021 - Current
Telemarketer
Sharp
02.2016 - 04.2021
Telemarketer
Paramount Finance
01.2013 - 01.2016
Telemarketer
Mitronics Corperation
01.2010 - 03.2013
No Degree - Bar Skills - RSA & RCG
Private College
High School Diploma -
Meadowbank TAFE
No Degree - Retail Certificate 3
Private College
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