Erinn Montagna
Melbourne ,Vic
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Amy Jean Brow Agency
02.2024 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Customer Service Representative
Mercedes Benz Brighton
05.2010 - 02.2023
- Supported sales team members by providing information about available products and services upon customers'' request.
- Contributed to team collaboration by effectively communicating with colleagues and management on daily tasks and priorities.
- Conducted regular evaluations of internal procedures to identify areas needing improvement or optimization.
- Streamlined appointment scheduling and check-in processes for improved workflow efficiency.
- Fostered strong relationships with clients through consistent professional communication both in person and over the phone.
- Contributed to positive workplace culture by actively participating in team meetings and fostering open lines of communication with colleagues.
- Managed a high volume of incoming calls while prioritizing walk-in clients'' needs simultaneously, leading to seamless multitasking capabilities.
- Facilitated prompt resolution of customer complaints, consistently demonstrating professionalism during challenging situations.
- Enhanced workplace organization by maintaining a clean and presentable reception area.
- Maintained accurate records of all transactions, ensuring proper documentation for billing purposes.
- Collaborated with service technicians to provide accurate quotes for required repairs or maintenance work on vehicles.
- Assisted in increasing repeat business through exceptional customer service and follow-up communication.
- Managed inventory control processes for office supplies, ensuring adequate stock levels were always maintained.
- Coordinated appointments between clients and service technicians for optimal scheduling efficiency within the department.
- Expedited administrative tasks such as filing, data entry, and record-keeping to ensure smooth office operations.
Education
Bachelor Of Education - Early Childhood Care And Education
Curtin University
Perth, WA04.2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative
Amy Jean Brow Agency
02.2024 - 02.2025
Customer Service Representative
Mercedes Benz Brighton
05.2010 - 02.2023
Bachelor Of Education - Early Childhood Care And Education
Curtin University
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