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)
South Yarra, VIC
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)
Melbourne, VIC
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
Mill Park, VIC
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
Melbourne
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
Melbourne, VIC
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
Melbourne, VIC
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
Melbourne, VIC
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