Joanne Hutchinson
Glen Innes,NSW
Summary
Results-oriented Customer Service advisor with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Hardworking and reliable with strong ability in Customer service Offering Highly organized, proactive and punctual with team-oriented mentality.
Overview
25
25
years of professional experience
Work History
Customer Advisor
Regional Australia Bank
Glen Innes
04.2023 - Current
- Promoted available products and services to customers during service, account management and order calls.
- Prevented key account losses by researching discrepancies and correcting problems.
- Reviewed customer feedback surveys for improvement opportunities.
- Managed multiple tasks simultaneously while maintaining accuracy.
- Contacted customers about potential service upgrades, new services and account changes.
- Resolved customer complaints and escalated issues as necessary.
- Advised customers on product selection based on their needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Greeted customers and provided excellent customer service.
Shelf Stocker
Woolworths
Glen Innes
11.2022 - 12.2023
- Followed established procedures for stocking high-demand items in order to meet customer demand.
- Ensured all safety procedures were followed when handling heavy items or operating machinery such as forklifts or pallet jacks.
- Maintained store shelves by removing expired products, rotating stock, and restocking items as needed.
- Completed paperwork associated with stocking duties, including logging deliveries into system database.
- Built displays for new products and promotional materials.
- Cleaned and organized storage areas and store aisles for maximum merchandise accessibility, safety and loss prevention.
- Conducted regular shelf-facing activities to maintain a neat appearance in the store's aisles.
Receptionist Administrator
Ray White Rural real-estate
Glen Innes
04.2022 - 03.2023
- Maintained reception area cleanliness and tidiness.
- Resolved customer complaints or answered customers' questions.
- Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.
- Responded promptly to emails from customers and other departments within the organization.
- Performed data entry and other administrative tasks to support departments.
- Scheduled maintenance visits for office equipment such as computers or printers.
- Maintained an organized filing system for all employee records in compliance with legal regulations.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
- Welcomed visitors and customers by greeting and answering or directing inquiries.
- Assisted with administrative tasks such as data entry into company databases.
- Created fliers, brochures, and social media posts to communicate brand objectives.
- Created spreadsheets to track customer information such as contact details and preferences.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Inbound Call Center Agent
Austar
Robina, Queensland
06.2003 - 06.2006
- Maintained call logs and records of customer interactions, recording details of inquiries, comments, and complaints.
- Achieved established sales targets by generating new customer accounts.
- Updated customer accounts, addresses and contact information within call management databases.
- Updated customer contact information in company database systems.
- Answered incoming customer calls regarding products and services, providing information, troubleshooting issues, and resolving complaints.
- Consulted with customers to resolve service and billing issues.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Escalated more difficult calls to supervisors as needed.
- Navigated through computer systems to review information and respond appropriately to callers.
- Utilized knowledge base resources to provide accurate answers to customers' questions or concerns.
Customer Service Officer
Commonwealth Bank
Springwood
02.2001 - 05.2003
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Implemented best practices regarding customer service standards across all channels.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Communicated information to customers about product quality, value and style.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Developed strategies to improve customer service processes and procedures.
- Updated internal databases with new account information as needed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Business Activity Integrity Officer
Australian Tax Office
Penrith
01.2000 - 01.2001
- Implemented new technologies as needed to enhance productivity levels in the workplace.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Developed and implemented policies and procedures to ensure compliance with government regulations.
- Drafted reports outlining findings from investigations and recommending corrective action.
- Determined consumer needs to provide products and services appealing to larger market.
- Developed strategies for improving operational efficiency while reducing costs.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Customer Service Representative
St George Bank
Fairfield
01.1999 - 01.2000
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Education
Some College (No Degree) - Business Administration And Management
Tafe
Penrith, NSWSome College (No Degree) - Cert 111 Business
Tafe
OnlineSome College (No Degree) - Real Estate Certificate of Registration
Tafe
OnlineSome College (No Degree) - Financial Services Tier 2
Regional Australia Bank
OnlineSkills
- Customer Service
- Active Learning
- CRM Software
- Complaint Handling
- Needs Assessment
- Account Management
- Direct Sales
- Call Documentation
- Regulatory Compliance
- Quality Control
- Customer Relationship Management (CRM)
- Business Development Understanding
- Data Evaluation
- Product Sales
- Microsoft Office
- Call Center Operations
- Calm and Professional Under Pressure
- Sales Transactions
- Issue and Complaint Resolution
- Work Prioritization
- Senior Leadership Support
- Multi-Line Phone Systems
- Computer Skills
- Account Updating
- Inbound and Outbound Calling
- Administrative and Office Support
- Policies and Procedures Adherence
- Teamwork and Collaboration
Timeline
Customer Advisor
Regional Australia Bank
04.2023 - Current
Shelf Stocker
Woolworths
11.2022 - 12.2023
Receptionist Administrator
Ray White Rural real-estate
04.2022 - 03.2023
Inbound Call Center Agent
Austar
06.2003 - 06.2006
Customer Service Officer
Commonwealth Bank
02.2001 - 05.2003
Business Activity Integrity Officer
Australian Tax Office
01.2000 - 01.2001
Customer Service Representative
St George Bank
01.1999 - 01.2000
Some College (No Degree) - Business Administration And Management
Tafe
Some College (No Degree) - Cert 111 Business
Tafe
Some College (No Degree) - Real Estate Certificate of Registration
Tafe
Some College (No Degree) - Financial Services Tier 2
Regional Australia Bank
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