Summary
Overview
Work History
Skills
Netball Rep Coach (South east Brisbane Rep coach)
Timeline
Generic

Frances Ginty

Victoria Point,QLD

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level AO3 Client Service Officer position. Ready to help team achieve company goals.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.


Overview

2
2
years of professional experience

Work History

Client Service Officer

QLeave
03.2023 - Current
  • QA improvement in many areas especially -Data integrity was a goal that I worked on to improve Employees and workers. –Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
  • Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
  • Demonstrated excellent analytical skills by proactively addressing potential issues before they escalated.
  • Provided knowledgeable service and support for all customer needs.
  • · Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
  • Using CRM software, to initiate assistance with customers and external holders.
  • · Clarified customer issues and enquiries using policies. procedures and knowledge of the legislation.
  • Communicated with clients regarding account services, statements, and balances.
  • When communicating through any channel, it's crucial to establish a connection and demonstrate empathy.
  • Proactively approach potential issues and use your problem-solving skill
  • Following procedures guided by the Building and Construction Industry legislation.
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
  • Optimized service delivery by staying informed on industry trends, emerging technologies, and best practices in customer service management.
  • Communicating consistently with internal and external stakeholders
  • Adapt to change - change is positive and is what keeps us moving in the right direction.
  • Improving data integrity was a key goal in many areas, including employee and worker performance.
  • Working together to achieve both individual and Qleave goals
  • Streamlined internal processes for improved efficiency in handling client requests.
  • Established a solid reputation for professionalism and expertise within the industry, resulting in increased referrals from satisfied clients.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about Qleave with guidance from the BCI legislation.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, and handled time and productivity.
  • Collaborated with senior team and team members to enhance customer service, exceed team goals, and maximize one-call resolution
  • Confidently able to complete daily tasks as scheduled, including claims, emails, service returns, and front reception duties while adhering to established processes and receiving assistance from senior team members
  • Developed highly empathetic client relationships through inbound calls with our customers regarding their current situations when needing to claim Long Service Leave offering information to customers if they were in financial hardship.
  • Promptly responded to inquiries and requests from prospective customers.
  • Our systems now have updated and efficient databases for handling customer data, including service and customer details.Record keeping every phone call, notes and emails.
  • Trained new staff members on company policies, operations, and services, specifically for AO3 Client Service Officers.
  • Trained new staff members on company policies, operations, and services, specifically for AO3 Client Service Officers.
  • Follow our Qleave Values every day to become better at our positions and as a team within Qleae.

Customer Service Specialist

Medibank
06.2022 - 01.2023
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Maintained and managed customer files and databases.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Collaborated with team members to create effective strategies for improving overall customer experience.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
  • Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
  • Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
  • Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.

Skills

  • Strong empathy
  • Professionalism and Etiquette
  • Compliance understanding
  • CRM software expertise
  • Teamwork and Collaboration
  • Customer Service
  • Calm and Professional Under Pressure
  • Computer Skills
  • Understanding Customer Needs
  • Problem Resolution
  • Data Entry
  • Work Prioritization
  • Issue and Complaint Resolution
  • Understanding legislation within the Building & Construction Industry to give the correct information to our external and internal stakeholders
  • Data Management
  • Customer Account Management
  • Staff education and training are necessary to increase skills within the company and align with its goals
  • Team world meeting KPI'S Daily,monthly
  • Quality assurance on every inbound/outbound call
  • It is crucial for an employee to be familiar with their company's policies and procedures
  • Capable of confidently completing tasks daily that I am assigned too
  • Data integrity
  • Able to communicate internally and externally

Netball Rep Coach (South east Brisbane Rep coach)

Over the past 14 years, I have been a club coach and a representative coach for seven years. As an elite player myself, I have extended my coaching skills and have coached from different perspectives, which makes my coaching style unique. I understand what it takes to become a successful player and have taken on board my own thoughts and goals to help others.

I am committed to giving back to the community and helping the next generation of kids, teenagers, and adults to overcome their challenges, both individually and as a team. During my five years of coaching Rep, I always have a plan, but I know that plans don't always go as expected. Therefore, I make adjustments to suit the team or individuals since we all have different learning paces.

I enjoy coaching despite the pain, sweat, and hard work that come with it. I spend many hours on and off the court organizing and being a positive leader. The reward for me is watching how each person grows in confidence within themselves throughout the season especially at State age I can confidently say my teams are always in the top 10 thought-out qld which is a massive achievement for all the teams I coach.

Timeline

Client Service Officer

QLeave
03.2023 - Current

Customer Service Specialist

Medibank
06.2022 - 01.2023

Similar Profiles

CREATE PROFILE
Frances Ginty