Overview
Work History
Education
Skills
References
Timeline
Generic

Gabbriel Villafranca

South Wentworthville ,NSW

Overview

7
7
years of professional experience

Work History

Business Banking Associate

Commonwealth Bank
South Eveleigh, NSW
06.2023 - Current
  • Manage and support merchant payment facilities for business clients.
  • Assist clients with the setup, maintenance, and troubleshooting of payment processing systems.
  • Address inquiries related to transaction issues, statement discrepancies, and payment settlements.
  • Provide dedicated service to corporate credit card holders, addressing their inquiries and resolving issues promptly.
  • Guide clients through the credit card application process, ensuring compliance with the bank's policies.
  • Investigate and resolve customer complaints, ensuring a high level of customer satisfaction.
  • Ensure strict adherence to Commonwealth Bank's policies, procedures, and regulatory requirements.
  • Stay informed about industry regulations and implement necessary changes in processes to maintain compliance.
  • Work collaboratively with various internal departments, including risk management and fraud prevention, to ensure seamless service delivery.
  • Liaise with the credit card and merchant services teams to resolve complex customer issues.

Retention Specialist

Optus
Macquarie Park, NSW
04.2022 - 06.2023
  • Worked independently and cooperatively as part of a team to handle consumer and SMB concerns or requests communicated over telephone, focusing on retention and sales - including fast paced order processing while adhering to company policy and account management.
  • Responsible for ensuring accuracy of customers' account information while strictly adhering to Telecommunications compliance standards mitigating risk to the customer's personal data.
  • Cooperated with various teams within the business to ensure for a quick and optimal solution customer experience.
  • Implemented creative solutions to deal with special circumstances - including financial hardship, bereavement and account consolidation.
  • Compiled all calls and interactions into computer data system (Jarvis, Omni, Vision)
  • Provided necessary feedback on projects to improve newly implemented security protocols and general work culture. Relayed employee feedback to team management and recommended solutions to optimize digital ID utilization and promote a healthy work culture across the Telesales channel.
  • Cross skilled in different areas within the business to strengthen my personal skillset to better understand and resolve customer queries in the most efficient and effective way possible, leading to lasting solutions.
  • Helped upskill newer and tenured agents in areas of the business where I'm more proficient and skilled (i.e system processing, product knowledge and proper call procedure)

Telesales Representative

Optus
Macquarie Park, NSW
09.2021 - 04.2022
  • Responded to prospects' questions over telephone with persuasive communication skills and in-depth knowledge of available products and services.
  • Processed numerous order requests from general customers to SMB accounts in a fast paced manor prioritizing high efficiency and accuracy while maintaining conversation ensuring an optimal customer experience.
  • Broke down objections using friendly, persuasive strategies.
  • Worked well with automatic computer dialing and proprietary software to manage daily call loads.
  • Collaborated with management to resolve concerns and problem calls.
  • Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures.
  • Set up new accounts and listed personal, demographic and payment information in system.
  • Helped new telemarketers learn best practices, communication strategies and performance standards.
  • Adhered to all behavioral KPIs (i.e log in, availability and handling time) and ensured all targets were beyond expectation.

Retail Associate

Uniqlo
Parramatta , NSW
04.2018 - 09.2021
  • Team leader handling high quantity deliveries ensuring all tasks were performed efficiently and safely while adhering to a strict schedule.
  • Responsible cash handling operations including counting cash, returns and exchanges, register opening and closing and maintaining bank records.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Assisted customers by phone regarding store operations, products, promotions and orders.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Followed loss prevention strategies, minimizing theft.
  • Used product knowledge to suggest items to match client needs.
  • Up-skilled new starters in basic and complex store procedures (i.e all cash handling processes, stock management and safe layout adjustment procedures).

Restaurant Consultant

Zomato
Sydney , NSW
09.2017 - 04.2018
  • Traveled to various suburbs to create and maintain restaurant profile information.
  • Photographed restaurant facades and interior to use in online profile.
  • Compiled and processed data via email and mobile internal systems.
  • Adhered to all behavioral KPIs ensuring all targets were met promptly (i.e accuracy of data collected and reaching quota of restaurants visited)

Education

LEAD Sales Program - Selling Skills And Sales Operations

Korn Ferry
Macquarie Park, NSW
10-2021

High School Diploma -

Ryde Secondary College
Ryde
10.2015

Skills

  • Efficient system processing: Able to process high volume of requests while simultaneously maintaining conversation and ensuring all interactions are 100% compliant
  • Multi-tasking: Able to use multiple internal systems simultaneously to collect and process data while maintaining full focus on the customers core requirements
  • Communication: Effective interpersonal communicator with a high emphasis in active listening, rapport building, non-verbal communication and influential communication
  • Troubleshooting: Once familiar with a work environment or internal system, I often build an in depth understanding that can later assist in troubleshooting thus improving standard processes within the business
  • Good work ethic: Often labeled diligent and hard working by team management
  • Technologically literate: Intermediate skills in microsoft word, excel and presentation comfortable simultaneously using multiple systems and browsers on multiple screen work display
  • Numeracy: Intermediate numerical skills in general calculations and a skillset mainly based in short term finance in the telco industry and bill management
  • Commbank System Knowledge: Commsee, Bureau, Telnet, TMS, MATE, Daisy, Firstpoint, Ingenico, CCM, Smart Mini Portal, MONS, Teams, Outlook
  • Persuasion: The ability to influence customers and persuade them to make a purchase or take a desired action is fundamental to sales success
  • Negotiation: Negotiating terms, prices, and agreements to create a win-win situation for both the customer and the company is a valuable skill

References

Pritam Sengupta | Retention Team Leader/Compliance Leader

0422682210

Khaja Mohammed | Acquisition Team Leader

0469753090

Jonathan Aguilar | Uniqlo Assistant Store Manager

0403429106

Timeline

Business Banking Associate

Commonwealth Bank
06.2023 - Current

Retention Specialist

Optus
04.2022 - 06.2023

Telesales Representative

Optus
09.2021 - 04.2022

Retail Associate

Uniqlo
04.2018 - 09.2021

Restaurant Consultant

Zomato
09.2017 - 04.2018

LEAD Sales Program - Selling Skills And Sales Operations

Korn Ferry

High School Diploma -

Ryde Secondary College

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Gabbriel Villafranca