Kylie Ashwood
Broken Hill,NSW
Summary
Front Line Customer Service Officer at Broken Hill Bank, adept at enhancing customer satisfaction through effective problem resolution and active listening. Proficient in payment processing and account management, fostering loyalty and repeat business. Streamlining communication, between front line staff and customers ensuring a memorable customer experience.
Prior to living in Broken Hill I had experience in the Travel industry working for Tourism Victoria and Top Deck Travel. Helping clients with their travel bookings and resolving any conflicts that may arise by ensuring they had alternative solutions to meet their travel dreams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Front Line Customer Service Officer
Broken Hill Bank
03.2010 - Current
- Ensure customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintain a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Manage payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Educate customers about new products and service that will help with their banking needs whilst supporting policies and procedures.
- Reduced response time by managing high call volumes while maintaining professional conduct under pressure.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Cross-train and backed up other customer service officers.
Skills
- Data entry relating to Administration General Ledgers
- Customer focus and support
- Inbound call management
- Payment processing for customer's relating to their Banking needs
- Account management
- Microsoft Excel
- Customer service
- Active listening
- Time Management skills to ensure deadlines are met
- Administrative support
- Complaint handling
- Problem resolution
- Follow-up skills
Certification
Certificate III in Financial Services
Certificate IV in Credit Management
Timeline
Front Line Customer Service Officer
Broken Hill Bank
03.2010 - Current
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