JOHN IMLAY
Abbotsford,VIC
Summary
I am an accomplished Customer Service Officer and I have accumulated extensive experience when handling complaints, providing appropriate solutions and following up to resolve customer issues. In addition to my expertise in team development, I am also an enthusiastic, self-motivated individual, dedicated to building customer satisfaction and loyalty. Excellence and attention to detail are keys to the success of a business and I am looking for an exciting new opportunity where hard work and integrity are rewarded.
Overview
19
19
years of professional experience
Work History
Customer Contact Officer
IDOM Innovations (Autoflip)
04.2023 - Current
- Professional when communicating and closing car sales with customers
- Friendly but firm when discussing the market evaluations about cars
- Able to handle all negotiations when informing customers about what the buyers may pay for their cars
- Self-motivated with a desire to meet targets and KPI's.
- Fast handling all software programs within my requirements
- Collaborated with team members to achieve performance targets and improve overall contact center operations.
Customer Service Officer
Acquire BPO -(Amplifon)
04.2021 - 04.2023
- Professional rapport when opening and closing conversations with customers
- Authoritative and positive when communicating in regards to Amplifon's free hearing tests
- Managing to handle all rejections when convincing the benefits of the service
- Selecting accurate disposition on the Segueway program after successfully retrieving all required information from customers
- Accurately creating quality leads on the Foxweb program for audiologists
Customer Service Officer
Serco Group
02.2020 - 06.2020
- Assisting customers when reporting their Jobseeker Payments
- Resolving errors made by customers on their reports
- Urgent processing of new Jobseeker claims
- Updating addresses and evaluating rent assistance for customers
- Lodging medical certificates in order to be processed
- Restoring certain rejected claims back to current status for customers
- Creating job plans for customers in order to contact employment providers
Fundraising Consultant
Apple Marketing Group
08.2017 - 02.2018
- Perseverant request for donations from existing and new clients
- Resilient & interpersonal approach to customers in a professional manner
- Arranging data and payments from supporters
- Administration work in completion of client information
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
Customer Service Representative
AGL Energy - Solar Sales Support Team And Administration
04.2016 - 08.2016
- Daily preparation of Solar Quotes emailed to customers via CRM (Mercury program) with quality to suit customer service standards
- Professional communication with customers and various AGL departments at all times of inquiries
- Resolving quality when selecting the best alternative to fulfill customer needs
- Training new staff on how to build a rapport while communicating with clients
- Contributing to team effort by accomplishing related results as needed
- Completion of data entry for other departments on online programs such asSolar Analytics, CRM (Mercury) and Eco Energy
- Retrieving NMI and meter numbers from MSATS website upon completionof data
Administrative/Customer Sales Representative
HICAPS
03.2008 - 12.2014
- Researching ASIC records online as per customer legal names and ACN/ABN in order to prepare contracts to be signed by them
- Training new staff about existing and upcoming products and how to achieve targets
- Preparing all required contracts to be signed by new & existing customers as per bank accounts/provider numbers
- Updating customer details to the provider and equipment databases for head office records on NAB's MBS program
- Exporting all required information to the helpdesk in order for them to reconfigure terminals nationally
- Upgrading NAB Health customers and exporting all information to Keycorp in order to have their terminals swapped with HICAPS terminals
- Professionally handling inbound calls from allied health specialists with the ability to cross sell the HICAPS product
Sales Representative, Customer Service Officer
Peripheral Computer Industries
03.2005 - 03.2008
- Professionally handling inbound calls when cross selling mobile and landline plans for AAPT, Telstra and Optus
- Processing data on internal programs in order to prepare contracts for clients
- Performing business to business sales every day with good KPI's
- Monitored customer order process and addressed customer issues.
- Developed key customer relationships to increase sales.
- Strong problem-solving and interpersonal skills to resolve conflicts.
- Performing business to business sales every day with good KPI's
Education
Diploma of Music - Music Performance
Melbourne Polytechnic
Fairfield, VIC12.2018
Skills
- Time Management
- Work Coordination
- Call Centre Experience
- Customer Focus
- Effective Communication
- Positive Attitude
- Complaint Resolution
- Call Management
- Scheduling
- Data Collection
- Sales Closing
- Critical Thinking and rational
- Customer Service
- Building Customer Trust and Loyalty
- Resilient and professional when under pressure
- Attention to detail
- Verbal and Written Communication skills
- Patient and Empathetic
- Professional Under Pressure
- Multitasking and Prioritization
- Teamwork
- Administrative and Office Support
- Empathetic when understanding customer needs
- MS Office
- [Software]CRM System Proficiency
- Staff Training
Affiliations
- I have travelled to the UK, Europe, and the USA and I love meeting new people from different backgrounds. Music is my passion, and I play the guitar. Even so, I love listening to any kind of music that appeals to me. I also enjoy the arts, festivals, and events and on occasions, I watch sports like footy, tennis, surfing.
references
- Ashley Byrnes (Previous Supervisor- Peripheral Computer Industries), 0408343180, ashley.byrns@bigpond.com
- Derryn Pereira (Team Leader/Manager- Autoflip) 0402092103, d.pereira@idom.com.au
hobbies and interests
- Travelling
- Cultures and cuisines
- Music
- Sports
- Arts, festivals, and events
Timeline
Customer Contact Officer
IDOM Innovations (Autoflip)
04.2023 - Current
Customer Service Officer
Acquire BPO -(Amplifon)
04.2021 - 04.2023
Customer Service Officer
Serco Group
02.2020 - 06.2020
Fundraising Consultant
Apple Marketing Group
08.2017 - 02.2018
Customer Service Representative
AGL Energy - Solar Sales Support Team And Administration
04.2016 - 08.2016
Administrative/Customer Sales Representative
HICAPS
03.2008 - 12.2014
Sales Representative, Customer Service Officer
Peripheral Computer Industries
03.2005 - 03.2008
Diploma of Music - Music Performance
Melbourne Polytechnic
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