I enjoy socialising and Networking with people from all sorts of backgrounds, I enjoy being active by walking or playing sports like Volleyball and I love to learn whether it is by creating a website in my free time or by learning Arabic over the last year
Grace Elias
Surrey Hills
Summary
As someone with a solid background in customer care, known for resolving complex issues and enhancing client satisfaction. With a proven track record in managing customer interactions and maintaining high standards of service quality. I demonstrate expertise in problem-solving, effective communication and a determination to enter the Cybersecurity field at Commonwealth bank. Therefore I can say that It is my resolute objective to maximize my talents, in making a positive impact to an organization's success and a superior contribution to society at large.
Overview
5
5
years of professional experience
Work History
Customer Care Specialist
Commonwealth Bank of Australia
07.2024 - Current
- Customer service call centre role for card disputes.
- Customer service call centre role for assisting in personal loan sales, personal loan servicing and credit card sales.
- Customer service call centre role in Early customer engagement (ECE).
- Trained in understanding customer needs and fulfilling them
- I focus on new processes and I am consistently looking for ways to upskill and learn from within my role so that I can exceed expectations.
- Familiar with KPI regulations and adhering to goals E.g AHT, AST, DTM etc.
- I have fast adaptational skills to change as I address conversations with customers based on the new pilots being run.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Local Team member
Coles Supermarkets Pty
08.2020 - Current
- Customer service, Grocery, Produce and Online team as upskilled to work in every department.
- Connected with customers and problem solved issues through face-to-face interaction and empathetic listening
- Focused on new processes and ideas to increase efficiency throughout the company issues such as shortages.
- Communicated online to satisfy customer issues through the digital click and collect system platform, including problem solving skills throughout system downtime's and interacting with level one support members.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong cooperative relationships with coworkers and managers.
- Addressed and resolved customer complaints in polite and professional manner.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
Production producer
Equippers Church
01.2021 - 01.2023
- Company Overview: Digital media production in Melbourne
- Communicated domestically and internationally with campuses in Adelaide and the United Kingdom to plan and run services on a large not-for-profit scale
- Interacting and supporting international speakers to accommodate to their personalized preferences
- Initiates teamwork with production teams to conduct leadership and encourages others to develop their capabilities
- Digital media production in Melbourne.
Education
Bachelor of Cybersecurity -
Swinburne University of Technology
John St, Hawthorn VIC 312202-2026
Bachelor of Business Analytics And Analysis - Business Analysis
Swinburne University of Technology
John St, Hawthorn VIC 312202-2026
Secondary Education -
Camberwell High School
12-2023
Skills
- Maturity in dealing with people of various backgrounds and perspectives
- High work ethic
- Time management
- Multi-tasking
- Working under pressure
- Customer Service
- Retail experience
- Relationship building
- Communication skills
- Problem solving
- Adaptability to change
- Proactive initiative
- Understanding of Networking
- Understanding of Programming
- Understanding of Analytical programs
- Trained with Microsoft Access
- Trained with SQL
- Trained with Power BI
- Inbound customer service
- Deadline management
- Leadership qualities
- Work Planning and Prioritization
Summary Of Skills - Professional Skills
- Maturity in dealing with people of various backgrounds and perspectives.
- High work ethic and time management (multi-tasking, working under pressure and timelines).
- Customer Service and 'real world' retail experience.
- Relationship building with peers and senior management.
- Communication skills across multiple medium.
- Developed problem solving skills delving into the root-cause of issues for sustainable practices.
- Adaptability to change and evolve customers' needs.
- Proactive initiative to identify the needs of the business and colleagues and respond as part of a team.
- Has a fundamental understanding of various Networking, Programming and Analytical programs. E.g. trained with Microsoft access, SQL, Power BI etc.
Personal Information
Citizenship: Australian
Interests
Timeline
Customer Care Specialist
Commonwealth Bank of Australia
07.2024 - Current
Production producer
Equippers Church
01.2021 - 01.2023
Local Team member
Coles Supermarkets Pty
08.2020 - Current
Bachelor of Cybersecurity -
Swinburne University of Technology
Bachelor of Business Analytics And Analysis - Business Analysis
Swinburne University of Technology
Secondary Education -
Camberwell High School
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