Guido Marcelo Sandoval
Bossley Park,NSW
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Brasserie Bread
06.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Investigated and resolved customer inquiries and complaints quickly.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Promptly responded to inquiries and requests from prospective customers.
Team Leader
EML
11.2020 - 08.2022
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Identified opportunities for process optimization using Lean Six Sigma principles.
- Maintained a positive work environment that promoted collaboration between team members.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Conducted regular reviews of operations and identified areas for improvement.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Managed a team of 12 - 15 Claims Advisors.
Claims Advisor
EML
04.2019 - 11.2020
- Assessed claims to determine eligibility and verify accuracy of information provided by customers.
- Provided advice on the claims process, including policy coverage and benefits.
- Investigated, analyzed and resolved customer complaints regarding claims.
- Processed incoming mail, emails and telephone calls relating to claims.
- Researched complex cases using appropriate resources.
- Maintained accurate records of all interactions with customers in a timely manner.
- Drafted correspondence for customers regarding their claim status or decisions made about their claim.
- Developed relationships with key contacts at external organisations such as legal firms or healthcare providers.
- Communicated with other departments to establish action plans and manage open claims to closure.
Customer Service Representative
Pepper Money
05.2019 - 03.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved customer service wait times to mitigate complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Technical Support Officer
St George Bank Limited
11.2013 - 10.2017
- Ensured customer satisfaction by resolving technical issues in a timely manner.
- Assisted customers with various types of technical issues via telephone.
- Researched and identified solutions to technical problems.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Maintained positive working relationship with fellow staff and management.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Outbound Sales Representative
Schweppes Australia
10.2012 - 11.2013
- Provided customer service support to existing clients and potential customers.
- Developed new business opportunities by prospecting for leads and cold calling.
- Maintained an organized database of contacts and client information.
- Achieved monthly sales targets set by management team.
- Resolved customer complaints in a timely manner while maintaining a professional attitude.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Followed up on sales leads through outbound calling.
- Networked to build client base and promote products to new and existing clients.
Team Manager
CBA
03.2010 - 11.2012
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Motivated team members to consistently achieve or exceed performance expectations.
- Oversaw daily workloads and workflow for smooth operations.
Collections Officer
CBA
03.2008 - 03.2010
- Collected delinquent accounts by contacting customers via telephone, email and mail.
- Analyzed customer financial situations to negotiate payment plans and settlement agreements.
- Documented collection activities in customer accounts utilizing computerized system.
- Reviewed credit reports to identify potential risks and develop strategies for successful collections.
- Researched account histories to determine appropriate actions on overdue payments.
- Investigated customer complaints regarding billing disputes and errors.
- Maintained accurate records of all collection activity in accordance with company policy.
- Performed skip tracing activities to locate missing customers or debtors who had moved without providing a forwarding address.
- Developed relationships with customers to facilitate successful resolution of delinquent accounts.
- Attended training sessions on relevant topics related to collections practices and procedures.
Skills
- Technical Support
- Team Supervision
- Mentoring
- Work Planning
- Complaint resolution
- People Management
- Leading Team Meetings
- Goal Setting
- Coaching and Mentoring
- Problem-Solving
- Key Performance Indicators
- Performance Evaluations
- Team Check-Ins
- Leadership
- Call Center Operations
- Attention to Detail
- Onboarding and Orientation
- Teamwork and Collaboration
Timeline
Customer Service Representative
Brasserie Bread
06.2024 - Current
Team Leader
EML
11.2020 - 08.2022
Customer Service Representative
Pepper Money
05.2019 - 03.2020
Claims Advisor
EML
04.2019 - 11.2020
Technical Support Officer
St George Bank Limited
11.2013 - 10.2017
Outbound Sales Representative
Schweppes Australia
10.2012 - 11.2013
Team Manager
CBA
03.2010 - 11.2012
Collections Officer
CBA
03.2008 - 03.2010
Similar Profiles
Taliyah BrunsdonTaliyah Brunsdon
Picker Packer at Brasserie BreadPicker Packer at Brasserie Bread
KANCHAN GHORASAINIKANCHAN GHORASAINI
Baker (Fulltime) at Brasserie BreadBaker (Fulltime) at Brasserie Bread
KANCHAN GHORASAINIKANCHAN GHORASAINI
Baker at Brasserie BreadBaker at Brasserie Bread