Jennifer Maguire
Brisbane,QLD
Summary
Calm customer service agent with fifteen years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs. Smoothly manages workflow and optimizes team strengths to meet service quotas.
Overview
14
14
years of professional experience
Work History
Customer Service Officer
Westfield Carindale
Brisbane, QLD
02.2007 - 07.2021
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Communicated information to customers about product quality, value and style.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Tracked down sources of special products and services to meet customers' special needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
- Assessed customer needs and upsold products and services to maximize sales.
- Answered 60+ inbound calls per day and directed to individuals or departments.
- Relayed productive customer feedback to marketing teams.
- Trained new employees on procedures and policies to maximize team performance.
Education
High School Diploma -
Yeronga State High School
Yeronga, QLD12.1977
Skills
- Verbal and Written Communication
Accomplishments
- Product Sales - Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
- Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
- Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions and orders.
Additional Information
- in addition:
- I have assisted security in finding lost children and the elderly in the shopping centre.
- I have two way radio experience.
- Assisted customers with special needs.
Timeline
Customer Service Officer
Westfield Carindale
02.2007 - 07.2021
High School Diploma -
Yeronga State High School
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