Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Elizabeth Quinteros

Killarney Vale,NSW

Summary

Astute Customer Service Expert offering polished communication skills. Brings excellent organizational skills and over 30 years of job experience. Self-motivated and true team player.

A highly experienced and demonstrated customer service specialist, who relishes the opportunity to engage with people. My strengths are in my communication skills, 'people-centric' nature and sharp problem solving abilities - all while keeping calm under pressure. Along with a deep commitment to delivering first class and memorable customer service, I offer exceptional grooming and professionalism with a warm and friendly disposition. A driven individual who takes immense pride in my ability to quickly build strong connections with others. I possess an adaptable nature and always strive to contribute in a positive and energetic manner to team objectives and outcomes. Having enjoyed a successful and rewarding 23 year career in a front line customer service role for one major Australian transport company already, I am excited for the opportunity to join a new organization with whom I can share my experience, skills and talents.

Overview

27
27
years of professional experience

Work History

Station Duty Manager

NSWTrainlink
07.2023 - Current
  • Improved customer satisfaction by promptly addressing and resolving customer concerns and complaints.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
  • Maintained a safe and secure environment for customers and employees through regular facility inspections and adherence to safety protocols.
  • Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Ensured compliance with all company policies, local regulations, and industry standards related to NSWTrainlink operations.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.

Customer Service Associate

CSR Australia
09.2022 - 07.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in meetings and workgroups to integrate activities, communicate issues and resolve problems.
  • Operated POS system to itemize and complete average of 40-60 customer purchases daily.
  • Cross-trained and provided back up for customer service managers.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Completed data entry tasks with accuracy and efficiency.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Identified issues, analyzed information and provided solutions to problems.
  • Met customer call guidelines for service levels, handle time and productivity
  • Trained new personnel regarding company operations, policies and services

Claims Client Manager - Insurance

Citrus Group - 4 Month Contract
04.2022 - 08.2022
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked with customers to understand needs and provide excellent service.
  • Handle 10-15 calls daily to address customer inquiries and concerns.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Identified issues, analyzed information and provided solutions to problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Carried out day-day-day duties accurately and efficiently.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Used coordination and planning skills to achieve results according to schedule.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Learned and adapted quickly to new technology and software applications
  • Paid attention to detail while completing assignments
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations

Finance Specialist - Asset and Commercial Broker

Self Employed
07.2020 - 04.2022
  • Worked closely with clients to facilitate appropriate loans, vehicle inspections and credit reports.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Recorded actions taken, issues resolved and relevant information to effectively manage customer accounts.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
  • Updated and maintained information in customer accounts.
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Responded proactively and positively to rapid change with lender policies and products
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Achieved accreditation with over 40 major lenders in 3 months
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines

International Cabin Crew

Qantas Airways Limited
10.1997 - 01.2021
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements in both English and Spanish
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Identified and responded to customer requests and concerns for both English and Spanish-speaking customers.
  • Delivered prompt service to prioritize customer needs.
  • Cultivated warm relationships with regular customers/Frequent Flyers
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
  • Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
  • Ensure safety and comfort of customers onboard aircraft.
  • Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
  • Offered personalized assistance to children, elderly and passengers with special needs.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Provided 1st aid, Fire Fighting and security

Education

Accredited Diploma - Public Relations

APM Training Institute
Sydney NSW
1993

High School Diploma -

Cabramatta High School
Sydney NSW
1989

Skills

  • Customer Service-Oriented
  • Positive Attitude and Energetic
  • Client Relations Expert
  • Courteous with Strong Service Mindset
  • Cultural Awareness and Sensitivity
  • Strong Verbal and Written Communication
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Analytical Thinking/Problem Solving Skills
  • Documentation and Reporting
  • Team Leadership/Collaboration
  • Data Entry and CRM Maintenance
  • Committed to ongoing development and improvement
  • Time Management skills/Meet Deadlines
  • Budgeting and Finance Specialist
  • Use of Finance Platforms
  • Safety standards and protocols
  • 1st Aid/Emergency Response Training
  • Processes Implementation
  • Planning and Coordination
  • Regulatory Compliance
  • Team building
  • MS Office/Outlook/Team/SAP/Pheonix
  • Insurance Claims Management
  • Stock management

Affiliations

ANZIIF

ASIC

FAAA

References

**My referee's time is also valuable** As a courtesy to them, references will only be supplied at time of interview and upon job offer

Timeline

Station Duty Manager

NSWTrainlink
07.2023 - Current

Customer Service Associate

CSR Australia
09.2022 - 07.2023

Claims Client Manager - Insurance

Citrus Group - 4 Month Contract
04.2022 - 08.2022

Finance Specialist - Asset and Commercial Broker

Self Employed
07.2020 - 04.2022

International Cabin Crew

Qantas Airways Limited
10.1997 - 01.2021

Accredited Diploma - Public Relations

APM Training Institute

High School Diploma -

Cabramatta High School

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Elizabeth Quinteros