Jacob Constantinou
Pascoe Vale,VIC
Summary
Polite and professional Customer Service Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Public Transport Victoria
02.2023 - Current
- Handling inbound, outbound calls and emails from customers, resolving issues and meeting KPIs and targets.
- Managed approximately 30 incoming calls, emails per day for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Agent
Fines Victoria
06.2022 - 02.2023
- Handling inbound and outbound calls from customers, resolving issues and meeting KPIs and targets.
- Managed approximately 40 incoming calls per day for customers.
- Using various computer systems and applications to provide advice on payment plans for fines.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
- Educated clients on account services and resolved customer inquiries regarding statement information and fine balances.
- Sought ways to improve processes and services provided.
Customer Service Agent
Flybuys
02.2021 - 06.2022
- Handling inbound calls and emails, resolving customer complaints regarding missing points.
- Meeting KPIs and targets, using various computer systems, and providing technical support for customers using the website and app.
- Managed approximately 30 incoming calls, emails per day for customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Updated account information to maintain customer records.
Customer Service Agent
Coles Online
10.2018 - 02.2021
- Handling inbound calls, emails, text messages, and voicemails from customers, resolving complaints.
- Meeting KPIs and targets, using various computer systems, and providing technical support for customers using the C website.
- Managed approximately 30 incoming calls, emails, SMS's per day for customers.
- Maintained up-to-date knowledge of product and service changes.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
- Adapted to new applications and maintained knowledge of current technologies.
Education
SIFHFAB021 - Provide Responsible Service of Alcohol
RSA Certificate
Online Course09.2023
VCAL - Year 12
Centre For Adult Education (CAE)
Melbourne, VIC12.2015
Skills
- Enjoy providing exceptional customer service
- Skilled in problem-solving and conflict resolution
- Able to manage time and multitask effectively
- Possess excellent soft and interpersonal skills
- Experience with using multiple computer systems such as; Microsoft package, Google suite, IPscape, Workday, Purecloud, Salescentre
- Issue and Complaint Resolution
- Active Listening
- Computer Skills
References
- Andrew Ammendola, Operations Manager - Coles Online @ Probe, Ammendola80@hotmail.com, 0432 204 099
- Alanna Murone , Team Leader - Flybuys @ Probe, Lannamurone17@gmail.com, 0434 263 877
- Michelle Hoyle, Team Leader - Fines Victoria @ Civica, Michelle.hoyle@hotmail.com, 0401 247 281
- Hisham Hajj, Team Leader - Public Transport Victoria @ Probe, Hishamhajj4@gmail.com ,0470 387 018
Timeline
Customer Service Agent
Public Transport Victoria
02.2023 - Current
Customer Service Agent
Fines Victoria
06.2022 - 02.2023
Customer Service Agent
Flybuys
02.2021 - 06.2022
Customer Service Agent
Coles Online
10.2018 - 02.2021
SIFHFAB021 - Provide Responsible Service of Alcohol
RSA Certificate
VCAL - Year 12
Centre For Adult Education (CAE)
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