Greta O'Donnell
Brisbane
Summary
Highly-motivated hardworking employee with a desire to take on new challenges. Strong worth ethic, adaptability, exceptional interpersonal skills and time management skills while being adept at working effectively unsupervised and quickly mastering new skills with a devotion to giving a positive and memorable customer experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
RACQ Insurance
10.2024 - Current
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
Quality Assurance Officer
RACQ
01.2019 - 10.2024
- Assessing and reporting on compliance with key legislative laws
- Reviewing and observing recorded calls for quality and compliance
- Assisting the MQ support leaders in mentoring new QA team members
- Providing guidance and support to other QA team members
- Meeting workload targets consistently while working autonomously
- Continued with contact centre phone shifts to keep my sales skills up to date and active
Retail Sales Consultant
RACQ
01.2018 - 01.2019
- Responding to customer and member enquiries within service level agreements and according to the business rules
- Up and cross selling of products and quoting for insurance products and recommending solutions to members
- Conducting outbound and inbound calls according to customers/members needs
- Providing new/potential customers with information on products, benefits and services
Sales Consultant
Wyndham Vacation Ownership
01.2017 - 01.2018
- Explained features and benefits of holiday club ownership
- Helped existing owners to optimise club credits and develop holiday itineraries
- Data entry into management systems of owners
- Conducted presentations using various tools, such as touch screen devices
Retail Lighting Supervisor
Cetnaj
01.2014 - 01.2017
- Sales experience for electrical contractors and general public
- Constant product knowledge and updates including solar
- Submitted quotes to electrical contractors for major projects
- Monitored product pricing, trading margins and stock levels
Assistance Manager
Ideal Electrical Suppliers New Zealand
12.2011 - 01.2014
- Maintained and built relationships with major account holders, distributors and vendors
- Sales including solar for electrical contractors and general public
- Supervision of 2-4 staff at a time
- Establishment of new accounts
- Apart from being the assistant manager at the branch I also quoted on large projects and day to day products for our contractors & companies
Education
High School Diploma -
Woodridge State High School
Logan City11-1993
Certificate IV in Celebrancy
Rose Training
Online02-2024
Skills
- Sales
- Customer Service
- Account Management
- Call Monitoring
- Audit Compliance
- Mentoring And Training
- Compliance Monitoring
- Regulatory Compliance Assurance
- Attention to Detail
- Customer Relations
- Organizational Skills
- MS Office
- Call handling techniques
- Up-selling techniques
Certification
Cert IV in Celebrancy - Rose Training
Speaking Confidently and Effectively - LinkedIn
Find your Passion - LinkedIn
Mistakes to avoid when resolving conflict - LinkedIn
Asking great sales questions - LinkedIn
Phone based customer service - LinkedIn
RACQ Female Mentoring Program 2020
Affiliations
- Active Volunteer with my daughters Scout Group.
- Active international student host family.
- Chairperson for my unit complex body cooperation comity
References
References available upon request.
Contact
Brisbane, QLD 4119
Education and Training
other,Woodridge, QLD
Timeline
Inbound Call Center Representative
RACQ Insurance
10.2024 - Current
Quality Assurance Officer
RACQ
01.2019 - 10.2024
Retail Sales Consultant
RACQ
01.2018 - 01.2019
Sales Consultant
Wyndham Vacation Ownership
01.2017 - 01.2018
Retail Lighting Supervisor
Cetnaj
01.2014 - 01.2017
Assistance Manager
Ideal Electrical Suppliers New Zealand
12.2011 - 01.2014
High School Diploma -
Woodridge State High School
Certificate IV in Celebrancy
Rose Training
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