Heather (Yen) Hong
Brisbane,QLD
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Cover-More Travel Insurance. Excelled in conflict resolution and active listening, significantly improving client retention. Skilled in CRM software and problem-solving, adept at turning challenges into opportunities for growth. Demonstrates a strong ability to manage sensitive data and streamline administrative processes for efficiency.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Cover-More Travel Insurance
12.2022 - Current
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- 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.
Customer Service Representative
Qscan Radiology Clinics
06.2022 - 11.2022
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Administrative Officer
ONCALL Interpreters&Translators
06.2019 - 05.2022
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
- Enhanced overall office productivity through effective staff management and coordination of daily tasks.
- Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
Education
High School Diploma -
Melbourne Girls College
Richmond, VIC12.1997
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Conflict Resolution
- Client Relations
- Call Center Operations
- Professional telephone demeanor
- Product Knowledge
- Administrative Support
- Data Collection
- Customer Relationship Management (CRM)
- Building rapport
- CRM Software
- Microsoft Office Suite
- Documentation
- Microsoft Outlook
- Payment Processing
- Problem Resolution
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 40+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
Cover-More Travel Insurance
12.2022 - Current
Customer Service Representative
Qscan Radiology Clinics
06.2022 - 11.2022
Administrative Officer
ONCALL Interpreters&Translators
06.2019 - 05.2022
High School Diploma -
Melbourne Girls College
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