Helena Poliko
Melbourne
Summary
Experienced with web-based customer service platforms to address inquiries swiftly and accurately. Utilizes effective communication strategies to ensure customer satisfaction. Knowledge of troubleshooting and problem-solving techniques to enhance user experience.
Overview
11
11
years of professional experience
Work History
Webchat Agent
Department of Industry Science and Resources
08.2019 - Current
- Managed multiple concurrent chats while maintaining a high level of efficiency and effectiveness in resolving issues.
- Utilized available resources such as FAQs, product manuals, and help articles to quickly address customer inquiries and minimize escalations.
- Participated in ongoing training programs to stay updated on industry trends, product updates, and emerging technologies relevant to web chat support roles.
- Enhanced customer satisfaction by efficiently addressing and resolving web chat inquiries.
- Reduced wait times for customers by quickly connecting them to the appropriate department or representative.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Data Entry/pick Packing
Farmers Distribution Centre
09.2018 - 10.2018
- Managed multiple tasks concurrently while maintaining exceptional attention to detail throughout the packing process.
- Collaborated with team members to coordinate efficient workflows and meet daily production targets.
- Reduced errors in shipments by conducting thorough quality checks before dispatching packages.
- Maintained a clean and organized workspace, promoting safety and maximizing productivity.
- Demonstrated adaptability by quickly learning new systems and processes when required for operational efficiency.
- Picked and packed order items.
- Followed orders precisely for correct items, sizes and quantities.
- Assisted colleagues with data entry tasks to ensure accurate recordkeeping.
Receptionist/Cashier
Fitness Firm Samoa
01.2014 - 11.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Maintained confidentiality of information regarding clients and company.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Education
Certificate - Sports And Recreation
Auckland University of Technology
Manukau, Auckland11.2018
High School Diploma -
Robert Louis Stevenson Secondary School
Samoa12.2016
Skills
- Quick Typing
- Call center experience
- Multitasking
- Calm Under Pressure
- Active Learning
References
Department of Industry Science and Resources
Anthony Burrett, anthony.burrett@probegroup.com.au
Fitness Firm Samoa
Seinia Time, seiniatime2329@gmail.com
Timeline
Webchat Agent
Department of Industry Science and Resources
08.2019 - Current
Data Entry/pick Packing
Farmers Distribution Centre
09.2018 - 10.2018
Receptionist/Cashier
Fitness Firm Samoa
01.2014 - 11.2017
Certificate - Sports And Recreation
Auckland University of Technology
High School Diploma -
Robert Louis Stevenson Secondary School
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