Jade Carroll
Caulfield,VIC
Summary
Highly motivated and customer-focused professional with extensive experience in customer service, sales, and retention. Proven track record in handling diverse customer inquiries, complaint resolution, and building lasting relationships. Strong analytical and problem-solving skills with the ability to adapt to changing circumstances. Adept at working under pressure, meeting deadlines, and consistently achieving KPIs. Consistently looking to learn new things and grow personally and professionally.
Overview
9
9
years of professional experience
Work History
Certified Yoga Instructor
South Pacific Health Club
01.2021 - Current
- Provided guidance and instruction on breathing techniques, meditation and other elements of yoga practice.
- Planned and led yoga classes by selecting appropriate poses and sequences to meet abilities of individual students.
- Demonstrated yoga poses and provided verbal cues and adjustments to help students improve alignment and technique.
- Offered one-on-one or small-group instruction for students needing additional attention and support.
Senior Customer Service Associate II
Ansell Healthcare
04.2019 - Current
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Greeted customers and listened closely to problems described to determine solutions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Managed portfolio in WA, NT, SA, Life Sciences, liaising with distributors, sales, finance, and logistics teams.
- Handled client inquiries, billing, product inquiries, pricing, and complaint management effectively.
- Winner of the Gold Forma" award
- Trained new employees in operating policies, procedures and software
- Played a key role in the implementation and training for SalesForce and SAP
- Coordinated customer service responses for high-value customers with complex issues as leading representative of Life Science Team
Customer Service Officer / Member Connect
Australian Super (Link Group)
03.2018 - 04.2019
- Member Portal/Login trouble shooting
- Giving member concise and factual information in relation to their superannuation and detailed discussion in terms of how to contribute, caps and taxes
- Breaking down complex superannuation rules, regulations and insurance information into easy to understand language for new clients
- Lead generation for Superannuation Advisors and Financial Planners, having detailed discussions with Member's in regards to their superannuation and legislation
- Helping facilitate and develop a new over the phone join process that will be implemented across the company.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted to outbound retention and complaints team
Customer Service Specialist/ Service Excellence
ME Bank
11.2016 - 03.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed internet banking troubleshooting, transaction banking, and home loan/deposit inquiries.
- Consistently met KPIs, demonstrated strong analytical skills, and provided excellent customer service.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
PADI Dive Master/ Instructor Internship
Two Fish Divers
07.2016 - 11.2016
- Maintained and checked diving equipment for functionality and safety.
- Exercised impeccable risk management with regular revisions to safety protocol.
- Supervised and trained other divers in performance of essential functions and duties of position.
- Removed trash and pollution from sea, depending on location and need.
Senior Member Advocacy /Customer Retention Specialist
Medibank
07.2014 - 07.2016
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responsible for customer retention by addressing inquiries from customers looking to depart from the fund.
- Proactively contacted "at risk" members and undertook data capture to improve business understanding of cancellations.
- Demonstrated excellent human relationship skills and product knowledge, ensuring customer expectations were met.
Education
Graduate Certificate - Disability Support & Aged Care
Warner Institute
Melbourne, VIC03.2024
Skills
- Excellent Customer Service
- Problem Solving
- Relationship Building
- Complaint Resolution
- Sales and Upselling
- Analytical Skills
- Time Management
- Adaptability to Change
Timeline
Certified Yoga Instructor
South Pacific Health Club
01.2021 - Current
Senior Customer Service Associate II
Ansell Healthcare
04.2019 - Current
Customer Service Officer / Member Connect
Australian Super (Link Group)
03.2018 - 04.2019
Customer Service Specialist/ Service Excellence
ME Bank
11.2016 - 03.2018
PADI Dive Master/ Instructor Internship
Two Fish Divers
07.2016 - 11.2016
Senior Member Advocacy /Customer Retention Specialist
Medibank
07.2014 - 07.2016
Graduate Certificate - Disability Support & Aged Care
Warner Institute
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