Jodie Vukasinovic
Summary
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
IAG
03.2017 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call centre processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Specialist
IAG
01.2023 - 12.2023
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
- Supported business decisions with accurate data analysis, providing valuable insights to stakeholders.
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
- Streamlined communication channels between departments by establishing standardized templates for sharing relevant information.
- Successfully managed fluctuating workloads due to seasonal variations or unexpected changes in staffing levels.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
Policy Support Consultant
IAG
03.2022 - 01.2023
- Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
- Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
- Established clear communication channels between internal teams and clients, facilitating seamless information exchange.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Operations Officer
Schneider Electric
06.2016 - 02.2017
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Trained new employees on proper protocols and customer service standards.
- Negotiated supplier discounts to improve bottom line.
- Tended to urgent correspondence to facilitate communication or resolution.
Customer Care Representative
Optus Telecommunications
02.2001 - 02.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call centre performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Navigated multiple computer systems and applications to find information.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Associate of Arts -
Charles Sturt University
Port Macquarie, NSW02.2000
Skills
- Account Updating
- Consultative Sales
- Report Generation
- Product Knowledge
- Data Entry
- Customer Relations
- Conflict Resolution
- Problem-Solving Abilities
- Account Management
Timeline
Specialist
IAG
01.2023 - 12.2023
Policy Support Consultant
IAG
03.2022 - 01.2023
Customer Service Representative
IAG
03.2017 - Current
Operations Officer
Schneider Electric
06.2016 - 02.2017
Customer Care Representative
Optus Telecommunications
02.2001 - 02.2017
Associate of Arts -
Charles Sturt University
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