Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Pham

Saint Albans,VIC

Summary

4 years of experience in customer-oriented leadership roles excelling in high demand environments. I am committed to continuous improvement delivering quality service through strong interpersonal, empathetic and problem solving capabilities. Maintaining high-standard performance standards and customer rapport.

Overview

5
5
years of professional experience

Work History

Customer Service Manager

Adam Sleight Mortgage Broker
Moonee Ponds, VIC
02.2025 - 02.2026
  • Developed strong relationships with clients, ensuring timely resolution and satisfaction.
  • Boosted customer retention rates through exceptional problem-solving skills and effective rapport.
  • Increased efficiency in handling customer inquiries by implementing advanced CRM system with detailed records of communications.
  • Assisted in developing training staff on customer service protocols and bank policies.
  • Collaborated with bank and mortgage advisors to streamline client communication processes and resolve urgent settlements.
  • Implemented team feedback to enhance overall service quality.
  • Fostered culture of continuous improvement, leading to consistently high service standards.

Senior Customer Service Manager

Toppings and Tea
Deer Park, VIC
01.2021 - 02.2024
  • Analysed and implemented training programs based on customer feedback data, increasing staff proficiency in key skills and improving customer service quality
  • Controlled resources and asset to reduce waste and comply with industry standards to keep department aligned with sales and profit targets.
  • Managed daily operations while effectively maintaining staff schedules and monitored performance to meet targets consistently.
  • Enhanced customer satisfaction by resolving complex, on-site and technical issues efficiently for increased customer loyalty and repeat business.
  • Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
  • Recruited, interviewed and mentored junior staff, fostering professional growth and ensuring consistent adherence to company policies while cultivating a positive work environment.

Education

Bachelor in Computer Science -

RMIT University
Melbourne, VIC
12-2028

Skills

  • Customer relations
  • Training and mentoring
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Excellent time management skills
  • Interpersonal communication
  • CRM software
  • Handling escalations

Timeline

Customer Service Manager

Adam Sleight Mortgage Broker
02.2025 - 02.2026

Senior Customer Service Manager

Toppings and Tea
01.2021 - 02.2024

Bachelor in Computer Science -

RMIT University
Jennifer Pham