ERIKA PALUCHA
ST JOHNS PARK,NSW
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skills in Administration paired with outstanding active listening and multitasking abilities.
Overview
32
32
years of professional experience
Work History
Call Center Customer Service Representative
Hays Recruitment for IAG
Parramatta, NSW
02.2022 - 11.2022
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Built sustainable relationships and engaged customers by going extra mile.
- Seized opportunities to upsell products, maximizing revenue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Assisted with customer requests and answered questions to improve satisfaction.
- Entered claim information accurately into database systems.
- Adhered to all applicable laws, regulations, and company standards while processing claims.
- Processed a high volume of incoming claims in accordance with established policies and procedures.
Customer Service Officer
Tenaru Timber & Finishes Pty Ltd
Condell Park, NSW
02.2017 - 04.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Processed payments and updated balances and customer totals.
- Followed up on emailed or web-submitted customer inquiries
- Answered questions from customers by phone and email, offering company details and policy information as requested.
- Explained benefits and advantages of different product and service offerings to customers.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Processed orders received via phone, email and fax.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Directed customer communication to appropriate department personnel.
- Liaised with senior and executive administrative assistants to handle requests and queries from senior managers.
- Kept office records organized and supplies well-stocked for optimal team performance.
- Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction.
- Managed office paperwork, including scanning documents and routing business correspondence.
- Worked easily with office programs such as Pronto to carry out daily team clerical needs.
- Enhanced recordkeeping storage space and usability by reorganizing physical filing systems.
- Delivered customer support and service experiences to promote more effective office environment.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Contacted customers about changes or updates in accounts and communicated potential problems.
- Track down late or non deliveries and obtained POD'S.
- Chased all over due accounts for payment.
Customer Service Specialist
By Elida
Bankstown, NSW
10.2015 - 01.2017
- work directly with customers to provide them with advise and product to individual needs
- maintaining stock levels
- handling money
- creating and producing products using great attention to detail
- telephone sales and enquires
General Manager
Harbour Star Cruises
Pyrmont, NSW
01.2014 - 10.2015
- Delivered a high standard of customer service
- Managed daily operations including accounts payable and purchasing
- stock control and inventory
- supervised and trained staff
- prepared weekly roster
- coordinated events
Owner, General Manager & Licensee
Harbour Queen Cruises
Pyrmont
04.2004 - 10.2011
- Managed a start up business
- Daily operations and customer service
- Supervised hiring and training of all employees. Maintaining strict confidentiality
- Developed and directed all special events
- Ensured compliance with all legal and corporate guidelines within safety and human resource departments
- coordinated and maintained liquor licence requirements including staff training
- cultivated new business and sales
- Inventory
- Customer liaison
Salon Manager
Cutting Edge MG Hairdressing
Wynyard
01.1999 - 12.2002
- Opened and closed salon according to scheduled shifts
- Acted as liaison between employees and clients to ensure customer service inquiries and complaints were handled properly
- Greeted clients and scheduled future appointments upon checkout
- Scheduled appointments for walk-ins and over the phone clients
- Maintained an adequate stock of inventory and proficient ordering and receiving salon stock
Bar Tender
Cave Nightclub
Pyrmont
08.1998 - 12.2000
Customer Service & Telephone Sales
J Blackwood & Son
Smithfield
02.1995 - 12.2000
- Client and customer service and support
- Managed major accounts (including RAAF)
- Internal telephone sales
- Purchasing and ordering stock
- Expediting stock and resources
Administrative Assistant & Receptionist
Boral Building Services & Acrow Material Handling
Granville
01.1994 - 01.1995
- Administration
- Receptionist
- Office all rounder
Sales Assistant
Du Kiss Fashion
Auburn
01.1991 - 07.1994
- Retail
Education
Certificate - Receptionist
Tafe
Granville1994
High School Diploma -
Cerdon College
Merrylands1993
Skills
- Pronto proficient
- Billing and invoicing
- Customer service
- Conflict Resolution
- Database entry
- Communication
- Strong work ethic
- Good problem solving
- Time management
- Quick learner
- Self motivated
- Active listening skills
- Personable and friendly
Referees
Dewi Widjaja - Office Manager Tenaru Timber & Finishes Pty Ltd
PH: 0426 899 690
Elida Touma - Owner By Elida
PH: 0414 753 235
Timeline
Call Center Customer Service Representative
Hays Recruitment for IAG
02.2022 - 11.2022
Customer Service Officer
Tenaru Timber & Finishes Pty Ltd
02.2017 - 04.2019
Customer Service Specialist
By Elida
10.2015 - 01.2017
General Manager
Harbour Star Cruises
01.2014 - 10.2015
Owner, General Manager & Licensee
Harbour Queen Cruises
04.2004 - 10.2011
Salon Manager
Cutting Edge MG Hairdressing
01.1999 - 12.2002
Bar Tender
Cave Nightclub
08.1998 - 12.2000
Customer Service & Telephone Sales
J Blackwood & Son
02.1995 - 12.2000
Administrative Assistant & Receptionist
Boral Building Services & Acrow Material Handling
01.1994 - 01.1995
Sales Assistant
Du Kiss Fashion
01.1991 - 07.1994
Certificate - Receptionist
Tafe
High School Diploma -
Cerdon College
Similar Profiles
Helen BrowneHelen Browne
Professional Temporary Assistant at Troocoo Recruitment & Hays RecruitmentProfessional Temporary Assistant at Troocoo Recruitment & Hays Recruitment
Viren ThaliaViren Thalia
Loan Administrator & Business Support Advisor at Hays Recruitment Agency Australia - NABLoan Administrator & Business Support Advisor at Hays Recruitment Agency Australia - NAB
Cristel RouxCristel Roux
Executive Officer at Hays recruitmentExecutive Officer at Hays recruitment