James COOKE
Deer Park
Summary
Professional in delivering exceptional member service with focus on efficiency and rapport building. Proven ability to streamline processes and resolve issues promptly. Known for fostering teamwork and adapting to changing priorities with ease. Equipped with excellent communication and problem-solving skills, valued for reliability and adaptability.
Overview
5
5
years of professional experience
Work History
Member Service Officer
PDL
07.2024 - Current
- Maintained customer records by updating account information.
- Prepared monthly, daily, and weekly statistical reports.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests for products, services, and company information via inbound calls
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with team members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
MEMBERLINE CONSULTANT
RACV
02.2023 - 07.2024
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Adhering to RACV policies, procedures, and compliance standards.
- Adapting to changes in procedures, products, or services and effectively communicating these changes to members.
- Dealing with members in hardship and supplying resolutions to their financial struggles
- Generating payment plans for members in hardship
- Working and communicating in team environments via Microsoft Teams, supporting my team with members inquiries
- Analyzed problematic areas to provide recommendations and solutions.
Collections Officer
RECOVERIESCORP
08.2022 - 02.2023
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls, 80 calls per day and met demands of busy and productive group.
- Advised customers of necessary actions and strategies for debt repayment.
- Initiated negotiations for debt recovery through email, telephone and mail contact.
- Located and monitored overdue accounts by using automated systems.
- Verified and reviewed customer account information.
- Received inbound calls and answered questions from customers satisfactorily.
Service Technician
HYDROCHEM
10.2021 - 08.2022
- Organizing a months worth of work at a time from a provided job list
- Extensive driving through the western and northern suburbs of Melbourne
- Communicating and arranging appointments with clients via email and phone
- Communicating with Hydrochem management and administration team via email Microsoft Teams and phone
- Attending sites with no prior knowledge
- Carrying out online inductions and online training
Customer Service Representative
Dan Murphy's Sunbury
09.2019 - 07.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Certificate IV in Business -
Victoria University
2017
Skills
- CUSTOMER SERVICE BACKGROUND
- QUICK LEARNER
- WORKS WELL IN A TEAM
- EMPETHETIC WITH CUSTOMERS
- ALWAYS SHOWS UP TO WORK WITH A SMILE
- MEETING KPI'S
- WORKS WELL UNDER PRESSURE
Timeline
Member Service Officer
PDL
07.2024 - Current
MEMBERLINE CONSULTANT
RACV
02.2023 - 07.2024
Collections Officer
RECOVERIESCORP
08.2022 - 02.2023
Service Technician
HYDROCHEM
10.2021 - 08.2022
Customer Service Representative
Dan Murphy's Sunbury
09.2019 - 07.2021
Certificate IV in Business -
Victoria University
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