Jacky Lam
Customer Banking Specialist
ST ALBANS
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Representative Specialist
Commonwealth Bank
09.2024 - Current
- Provide exceptional customer service through various channels, ensuring a positive banking experience.
- Identify and resolve customer issues efficiently, demonstrating strong problem-solving skills and customer empathy.
- Maintain in-depth knowledge of bank products and services to effectively recommend tailored solutions to customers.
- Meet or exceed performance targets related to customer satisfaction and resolution time, contributing to overall team success.
Customer Service Representative
NAB
02.2024 - 07.2024
- Utilizing problem-solving skills to address technical product enquiries and customer concerns effectively and efficiently.
- Responding to inbound calls and providing exceptional technical assistance to customers.
- Capable of managing multiple inquiries simultaneously without compromising the quality of service.
- Take ownership of complex customer incidents by managing and coordinating enquiries through to resolution and satisfactory closure.
Sales Assistant
Vodafone
07.2023 - 09.2023
- Understand the features and benefits of various products and models to accurately inform and advise customers.
- Assist customers in locating their desired footwear and answering any queries they may have about the product.
- Strive to meet or exceed sales targets. Including upselling and suggesting add-on items, such as accessories or other devices.
- Collaborate with team members to ensure a seamless shopping experience for customers. This may involve helping in other departments during busy times.
Bartender
Crown Resorts
12.2021 - 09.2022
- Provided guests with drink suggestions and knowledge about drink recipes.
- Interact with customers, take orders and serve drinks and snacks in a professional and friendly manner.
- Monitored bar inventory and made notes for needed supplies when necessary.
- Maintain a clean and tidy bar area, including cleaning utensils, glassware, and equipment, restocking bar inventory, and removing trash even in a high-paced environment.
- Work with other bar staff to ensure safety and high-quality customer experience.
Construction Worker
Trieu Thang Trading
01.2019 - 11.2020
- Worked to please the client and achieve 100% client satisfaction.
- Used safe working practices at all times, and adhered to company guidelines.
- Provided clients with product information, and assembly at times.
- Brought forth a commitment to reliability and punctuality.
Education
Bachelor's - Software Engineering
RMIT University
Melbourne, VIC 04.2001 -
Skills
Customer service excellence
Quality assurance
Product support
Customer service
Product education
Typing speed
Report generation
Documentation
Follow-up skills
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Customer Representative Specialist
Commonwealth Bank
09.2024 - Current
Customer Service Representative
NAB
02.2024 - 07.2024
Sales Assistant
Vodafone
07.2023 - 09.2023
Bartender
Crown Resorts
12.2021 - 09.2022
Construction Worker
Trieu Thang Trading
01.2019 - 11.2020
Bachelor's - Software Engineering
RMIT University
04.2001 -
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