Summary
Overview
Work History
Education
Skills
COMPETENT LANGUAGES
Timeline
MIGRATION
Generic

Faith Jambaya

Townsville

Summary

I am a friendly receptionist and customer service representative with background in various office settings and customer services. Knowledgeable about customer service, front office duties and clerical requirements. I take on multiple simultaneous tasks with excellent time management abilities and resourceful approach.

Overview

8
8
years of professional experience

Work History

Receptionist/Service Desk

Ecocash Holdings
10.2023 - 12.2024
  • Assisted customers face to face with enquiries and account challenges
  • Assisted customer with account registrations and updating customer's details
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Received purchased orders and processed dispatch of marketing materials and orders to the post.
  • Responsible for cleaning the front office and displaying of marketing material.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, printing and emailing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.

Customer Service Shift Supervisor

Ecocash Holdings
06.2024 - 12.2024
  • Managed team of customer service representatives, ensuring efficient shift operations and high-quality service.
  • Coordinated the provision of necessary resources for Virtual Call Centre Independent Contractors, including work tools and project files.
  • Contributed to the development of departmental policies by providing feedback on current procedures and suggesting potential improvements.
  • Coordinated shift schedules effectively, ensuring appropriate coverage during peak hours and maintaining customer satisfaction levels.
  • Reduced average call handling time by implementing effective coaching techniques for staff members.
  • Ensured compliance with company policies and procedures, maintaining a safe and professional work environment.
  • Boosted employee morale with regular feedback sessions, resulting in increased productivity and lower turnover rates.
  • Implemented quality assurance measures to monitor customer interactions, promoting consistent service excellence across the team.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Customer Service Representative

Ecocash Holdings
10.2019 - 10.2023
  • Handled incoming calls and resolved customer queries and complaints via email, and social media platforms.
  • Responsible for calling customers to inform them on the company’s products and promotions and any changes in policies
  • Attended weekly meetings and provided accurate reports
  • Escalated customer queries and data through the system to the responsible departments
  • Updated customer data and personal information through calls
  • Effectively managed customers registrations and applications and transactions across the company’s systems
  • Ensured that documentation provided by the customers upon registration was accurate and met the company’s requirements and regulations

Internship

Ecocash Holdings
06.2017 - 07.2018
  • Answered customer queries and resolved complaints via calls.
  • Escalated queries to the responsible department via email and systems

Education

Bachelor of Honours Degree - Journalism and Media Studies

National University of Science and Technology

Skills

  • Great knowledge of CRM (Avaya, Freshdesk, Freshworks, Talkdesk, and Zendesk)
  • Problem-solving
  • Flexible
  • Warm and friendly
  • Telephone skills
  • Data entry
  • Verbal and written communication
  • Office administration
  • Administrative support
  • Time management

COMPETENT LANGUAGES

English: IELTS 7.5

Timeline

Customer Service Shift Supervisor

Ecocash Holdings
06.2024 - 12.2024

Receptionist/Service Desk

Ecocash Holdings
10.2023 - 12.2024

Customer Service Representative

Ecocash Holdings
10.2019 - 10.2023

Internship

Ecocash Holdings
06.2017 - 07.2018

Bachelor of Honours Degree - Journalism and Media Studies

National University of Science and Technology

MIGRATION

  • Visa: 482 Family/Partner VISA (no restrictions)
  • IELTS: 7.5 (Speaking 8, Listening 7.5, Writing 7.5, Reading 6.5)

Similar Profiles

CREATE PROFILE
Faith Jambaya