Ilona Dimitriadis
Student
Adelaide,SA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Sales/Customer Service Specialist
Telstra Shop
Adelaide, SA
09.2012 - 01.2013
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Processed customer service orders promptly to increase customer satisfaction.
Corporate Mail Sorter (mail Sorting Centre)
Converge Pty Ltd (Subsidiary Of ANZ Bank)
Melbourne, VIC
03.2012 - 05.2012
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Scanned incoming pieces, logging and uploading information into mail-tracking system to support resolution of future inquiries.
- Evaluated mail trays to determine proper placement.
- Maintained clean and organized mail room to promote safety and efficiency.
- Proved successful working within tight deadlines and a fast-paced environment.
Debt Collections Officer
Dun & Bradstreet
Melbourne, VIC
09.2011 - 01.2012
- Answered customer questions regarding accounts.
- Identified accounts with overdue payments and found solutions to help bring loan to current status.
- Arranged for repayment or established repayment schedules based on customers' financial situations.
- Maintained high volume of calls and met demands of busy and productive group.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Documented customer payment interactions and account statuses for future reference.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
Customer Service Officer
AHPRA
Melbourne, VIC
03.2011 - 07.2011
- Assisted call-in customers with questions and orders.
- Responded to customer calls and emails to answer questions about products and services.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Debt Collections Officer
Esanda (Subsidiary Of ANZ Bank)
Melbourne, VIC
01.2011 - 03.2011
- Maintained daily, weekly and monthly collection and metric goals.
- Answered customer questions regarding accounts.
- Increased collection of outstanding payments within personal finance department as individual contributor in collections process.
- Identified accounts with overdue payments and found solutions to help bring loan to current status.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Arranged for repayment or established repayment schedules based on customers' financial situations.
Sales Advisor/Sales/Customer Representative
Telstra Store
Melbourne, VIC
02.2008 - 12.2010
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Demonstrated features, answered questions and offered solutions.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Responded to in-person and telephone requests for information about company offerings.
Retail/Boost Beverage Maker
Boost Juice Bars
Melbourne, VIC
12.2006 - 01.2008
- Utilized POS to process orders swiftly
- Utilized multiple store blenders to make drink orders within short timeframes in order to maintain customer satisfaction
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked flexible hours across night, weekend and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in a team environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed time efficiently in order to complete all tasks within deadlines.
Waiter/Beverage Attendant
Cervo Resturaunt
Melbourne, VIC
07.2007 - 10.2007
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Greeted new customers, discussed specials, and took drink orders.
- Provided recommendations on menu items and upsold food and drinks to increase sales.
- Informed customers about daily and seasonal specials.
- Checked customers' IDs to verify age in compliance with minimum age requirements for consumption of alcoholic beverages.
Debt Collection Officer
Westpac Bank
Adelaide, SA
02.2005 - 05.2005
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Documented customer payment interactions and account statuses for future reference.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Established relationships with customers to encourage payment of delinquent accounts.
- Processed debtor payments and updated accounts to reflect new balance.
- Responded to customer inquiries and provided detailed account information.
Education
High School Diploma -
Mitchell Secondary College
Wodonga, VIC 02.2003 - 11.2003
Associate of Applied Science - Academic And Professional Communication
Curtain University
Open University Australia 08.2023 - 11.2023
Skills
Excellent written and oral communication
undefinedTimeline
Associate of Applied Science - Academic And Professional Communication
Curtain University
08.2023 - 11.2023
Sales/Customer Service Specialist
Telstra Shop
09.2012 - 01.2013
Corporate Mail Sorter (mail Sorting Centre)
Converge Pty Ltd (Subsidiary Of ANZ Bank)
03.2012 - 05.2012
Debt Collections Officer
Dun & Bradstreet
09.2011 - 01.2012
Customer Service Officer
AHPRA
03.2011 - 07.2011
Debt Collections Officer
Esanda (Subsidiary Of ANZ Bank)
01.2011 - 03.2011
Sales Advisor/Sales/Customer Representative
Telstra Store
02.2008 - 12.2010
Waiter/Beverage Attendant
Cervo Resturaunt
07.2007 - 10.2007
Retail/Boost Beverage Maker
Boost Juice Bars
12.2006 - 01.2008
Debt Collection Officer
Westpac Bank
02.2005 - 05.2005
High School Diploma -
Mitchell Secondary College
02.2003 - 11.2003
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