Summary
Work History
Education
Skills
Work Availability
Timeline
Overview
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Hendrik A Taylor

Perth,WA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I take pride in enhancing customer experiences by employing service-oriented behaviours, understanding customer desires, and providing customised solutions to help build retention and brand loyalty.

Work History

Retail Team Member

Ampol
01.2021 - 10.2023
  • Providing exceptional Customer Service for up to 200 people per shift.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Adhering to high safety standards at all times.
  • Improved store's overall operational efficiency by taking initiative in identifying areas for improvement and suggesting actionable solutions.
  • Supported management in inventory control tasks, accurately tallying stock levels and reporting discrepancies for timely resolution.
  • Contributed to increased sales through effective upselling, minimum 50% of customers.
  • Sharing techniques and product knowledge with customers.
  • Maintained tidy and organised store environment to comply with cleanliness standards.
  • Balanced and organised cash register by handling cash, counting change, and storing coupons.

Credit Control Officer

Kleenheat
  • Optimised credit approval and collection processes, improving operational efficiencies by over 50%.
  • Processing daily work queues, high volume outbound collection calls, answering inbound customer enquiries, emails, online enquiries and internal stakeholder enquiries.
  • Assessing and implementing payment deferrals and arrangements.
  • Assessing payment difficulties and financial hardship customers and providing assistance when necessary
  • Providing interim and month-end analysis of residential and commercial ledgers to accurately identify collection focus and report outcomes.
  • Completing gas disconnection and reconnection procedures ensuring code and safety compliance.
  • Processing payment default email and SMS notifications.
  • Contributing to project work; providing feedback on policy, functionality and performance.
  • Adhering to KPI's and regulatory compliance.

Credit Management Officer

Synergy
  • Coordinate and complete debt recovery procedures for payment of outstanding residential and commercial accounts.
  • Providing high-level assistance to internal and external stakeholders.
  • Assessing implementing payment deferrals and arrangements.
  • Processing electricity disconnection and reconnection procedures meeting code compliance.
  • Investigate and resolve escalated complaints, con-applications and suspicious accounts.
  • Administration duties such as liquidated, bankruptcy and receivership accounts.
  • Receivable write-offs, deceased estates, refunds, unclaimed monies and credit assessments.
  • Contributing to project work; providing feedback on policy, functionality and performance.
  • Adhering to KPI's and regulatory compliance.

Customer Service Representative

Synergy
  • Delivering high-level customer service via inbound and outbound contact.
  • Managed approximately 100 incoming calls, emails and faxes per day from customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor or complaints dept.
  • Assisting customer movements: Opening and closing accounts.
  • General billing and complaint enquiries.
  • Selling energy products, value-adding existing customer accounts.
  • Supported and participated in change initiatives.
  • Adhering to KPI's inc. State regulatory and legal compliance.

Education

Professional Development - Training Program -

Australian Institute of Management WA
Perth, WA
01.2012

Completion of Certificate III in Customer Contact -

Dillon Whitelaw & Associates - Quality Training Solutions
Perth, WA
06.2011

Certificate in Core Communication Skills -

Alive & Kicking Solutions Australia
Perth, WA
12.2010

High School Diploma -

Geraldton Secondary College
Geraldton, WA

Skills

    Providing high-level customer service experience

    Positive and friendly personality with a passion for assisting people

    Proven ability to meet and exceed KPI targets

    Capable of processing high-volume workloads with attention to detail

    Experienced with SAP, Oracle and all Microsoft Office programs

    Sound knowledge of legal procedures for customer contact and debt recovery including Privacy Act and ACCC guidelines

    Competent in all aspects of billing calls, account movements and complex technical enquiries

    Advanced written and communication skills with professional telephone manner

    Able to work cooperatively in teams and with a wide range of people

    Problem-solving abilities, Active Listening, Critical Thinking

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Retail Team Member

Ampol
01.2021 - 10.2023

Credit Control Officer

Kleenheat

Credit Management Officer

Synergy

Customer Service Representative

Synergy

Professional Development - Training Program -

Australian Institute of Management WA

Completion of Certificate III in Customer Contact -

Dillon Whitelaw & Associates - Quality Training Solutions

Certificate in Core Communication Skills -

Alive & Kicking Solutions Australia

High School Diploma -

Geraldton Secondary College

Overview

3
3
years of professional experience

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Hendrik A Taylor