Fabrice Salomon
Ermington,NSW
Summary
Motivated and enthusiastic professional looking at working with an expanding business. I aim to contribute my skills and experience towards the growth of the business, by delivering high quality customer service. Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Overview
5
5
years of professional experience
Work History
Customer Experience Specialist
ZIP CO Australia
02.2024 - Current
- Assisting customers with password resets, address changes, and account inquiries.
- Answering customer questions and responding to interactions via email and phone.
- Troubleshooting common issues with products or services.
- Managing customer feedback and engagement.
- Investigating and resolving customer complaints, and escalating complex issues to managers.
Customer Care Agent
HNRY
01.2023 - 12.2023
- Providing frontline support to customers, answering queries raised via web chat, and email.
- Setting customers up and managing customer data.
- Troubleshooting common issues with products or services
- Conducting follow-up calls with new and existing customers, and providing them with assistance as required.
- Educating customers on the capabilities of the service, so they are encouraged to continue using and promoting the service.
- Investigating and resolving customer complaints, and escalating complex issues to managers.
IT Deployment Technician
CompNow
01.2021 - 08.2022
- First point of contact for clients regarding ongoing project progress inquiries
- Provide a high level of professional customer service & technical support
- Maintain detailed notes through Zendesk to ensure tickets are up to date
- Device configuration activities including device imaging and software deployment
- Install and upgrade workstations for company employees
Service Desk Analyst
Intranet Technician
01.2020 - 01.2021
- Create support service and maintain tickets through CRM ticketing system
- Researched, resolved, and followed up on customer issues
- Maintained and documented records through CRM ticketing system
Customer Service Representative
Datacom
01.2020 - 01.2021
- Take ownership of customer cases
- Outbound calls for Services Australia Centrelink to request documents from customers & respond to any possible inquiries
- Maintain customer account database
Education
Bachelor’s degree - ICT
Western Sydney University
01.2020
Skills
- Strong Customer Service Skills
- Effective Task Prioritization
- Detail-oriented
- Dedicated Worker
- Advanced Computer Proficiency
- Tier 1 & 2 IT Support
- Server and network monitoring
- Issue Documentation in CRM
- Account management
- Experience with Intercom, Zendesk, & AutoTask
References
Available upon request
Timeline
Customer Experience Specialist
ZIP CO Australia
02.2024 - Current
Customer Care Agent
HNRY
01.2023 - 12.2023
IT Deployment Technician
CompNow
01.2021 - 08.2022
Service Desk Analyst
Intranet Technician
01.2020 - 01.2021
Customer Service Representative
Datacom
01.2020 - 01.2021
Bachelor’s degree - ICT
Western Sydney University
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