Emma Weekes
Brisbane
Summary
Dynamic Small Business Specialist at Telstra with a proven track record in enhancing customer satisfaction through effective problem-solving and relationship building. Leveraged exceptional communication skills and product knowledge to exceed service goals, driving continuous improvement in customer service delivery. Recognized for reliability and collaboration in achieving client-focused solutions.
Overview
6
6
years of professional experience
Work History
Small Business Specialist
Telstra
Brisbane North
07.2019 - Current
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
High School Diploma -
St James College
Spring Hill, QLD11-2012
Skills
- Customer service
- Product knowledge
- Sales support
- Team collaboration
- Problem-solving abilities
- Communication skills
- Order processing
- Time management
- Relationship building
- Reliability
- Inbound customer calls
- Customer communication
- KPI tracking
- Developing customer relationships
References
References available upon request.
Timeline
Small Business Specialist
Telstra
07.2019 - Current
High School Diploma -
St James College
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