Hayley Owen

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Conducted training sessions for new hires, ensuring consistent level of service across team.

Handling inbound calls for Housing SA tenants.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Participated in training programs to enhance product knowledge and customer service skills.

Inbound and outbound sales calls

People entering competitions and going through products and offers of the company

Inbound and outbound calls for customers with existing home insurance claims

Handled inquiries and concerns about their claims

Answering questions based around their current needs

Empathising with them on what was needed and what we could do.

Following up with insurance assessor’s for efficiency of claim finalisation.

Inbound and outbound calls

Handling customer inquiries for unresolved debt/overdue accounts

Discussing financial matters in a means of paying

Understanding customer circumstances

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Identified and resolved discrepancies and errors in customer accounts.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Implemented and developed customer service training processes.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Trained staff on operating procedures and company services.
• Sought ways to improve processes and services provided.
• Trained new personnel regarding company operations, policies and services.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.