Jarryd Schnabel
Summary
I'm an extremely customer centric and driven leader, who has customer front of mind with every interaction I have. With over ten years of customer facing experience, I strive to achieve the best outcome for customers, both internal and external, and come with a great determination to expand the leadership skills I've acquired over the past four years.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Officer
Melbourne Water
02.2020 - Current
- Collaboration with other departments to ensure seamless coordination in addressing cross-functional challenges faced by customers.
- Management of complaints/escalations from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
- Consistent coaching with all team members to achieve the highest standard of customer service for our customers.
- Implementation of new training procedures for new team members, leading to improved performance levels.
- Mentored new hires through hands-on training sessions, ensuring their preparedness for independent work after onboarding completion.
- Use of multiple reporting suites.
- Triaging and actioning of Melbourne Water's CRM and application system daily to prioritise workloads effectively while ensuring timely assistance for all customers.
Customer Service Officer
Melbourne Water
01.2018 - 02.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responding to customer enquiries and complaints via phone, social media, email and walk-ins.
- Triaging and actioning of various applications managed by the Customer Service Centre.
- Ensuring enquiries are answered and actioned within a strict deadline.
Travel Consultant
Flight Centre
10.2016 - 01.2018
- Built strong relationships with clients through exceptional communication and personalised service.
- Worked closely with clients to understand unique needs and create specific travel desires.
- Prioritised urgent issues or emergencies for customers who may be stuck overseas or who are facing immediate travel issues.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Upselling of certain products to meet and exceed both personal and store sales targets/KPI's.
Commercial Cards Consultant
ANZ Bank
01.2016 - 10.2016
- Evaluated client needs and expectations, establishing clear goals for each enquiry.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Delved into customer needs above expectation to determine if alternate business products may help the customer to increase sales.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Efficient handling of complaints and escalations to resolve customer issues first point of contact.
Education
VCE -
Staughton Secondary College
Melton South, VIC12.2012
Skills
- Customer Satisfaction
- Customer follow-up
- Complaint Handling
- Problem Resolution
- Coaching and Mentoring
- Contact Centre Management
- Process Improvement
- Teamwork and Collaboration
- Relationship Building
- Report Preparation
Accomplishments
- Drove Melbourne Water's Customer Service Centre to become #1 (out of 56) in the Utilities Sector, and #6 (out of 209) overall across an Australian wide external benchmarking program
- Melbourne Water's Customer Advocate of the month, May 2018
Timeline
Senior Customer Service Officer
Melbourne Water
02.2020 - Current
Customer Service Officer
Melbourne Water
01.2018 - 02.2020
Travel Consultant
Flight Centre
10.2016 - 01.2018
Commercial Cards Consultant
ANZ Bank
01.2016 - 10.2016
VCE -
Staughton Secondary College
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