Jordana Cook
Business Services & Sales Consultant
Macleay Island
Summary
Dynamic Business Services & Sales Consultant at Telstra Corporation with a proven track record in enhancing customer satisfaction and loyalty.
Skilled in problem-solving and time management, I effectively negotiated solutions, achieving significant debt reductions for clients. Committed to delivering tailored consultations that drive sales growth and foster enduring client relationships.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Business Services & Sales Consultant
Telstra Corporation
Brisbane, Australia
03.2010 - Current
- Advise clients (Australian small business) on appropriate service and product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Use consultative sales techniques to understand customer needs and recommend relevant products and services.
- Boost customer satisfaction by providing personalized consultations and tailored product recommendations.
- Follow up with existing customers to provide additional support and address concerns.
- Participate in training for product or service innovations and technological advancements.
- Strengthen brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Facilitate smooth transactions by efficiently handling system data-bases, processing payments, and addressing any concerns or questions from the client promptly.
- Serve customers with knowledgeable, friendly support at every stage of product and service delivery.
- Contribute to team objectives in fast-paced environment.
- Increase sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Gain customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Monitor service after sale and implement quick and effective problem resolutions.
- Maintain current knowledge of evolving changes in marketplace.
- Field customer complaints and facilitate negotiations, resolving issues and reaching mutual conclusions.
- Record accurate and efficient records in customer database.
- Presented professional image consistent with company's brand values.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
Credit Management Consultant
Telstra Corporation (Kelly Services Recruitment)
Brisbane, Australia
11.2008 - 01.2009
- Conducted thorough analyses of clients'' financial statements to determine optimal repayment solutions.
- Reduced clients'' debt levels through effective negotiation with creditors and financial institutions.
- Developed customized credit management strategies tailored to each client''s unique financial situation.
- Maintained up-to-date knowledge of emerging trends and developments in the credit management field, continuously refining consulting services to meet the evolving needs of clients.
- Interviewed clients by telephone or in-person to gather financial information.
- Received and submitted customer payments to further reduce open account balances.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, or payment plans.
- Responded to client concerns and questions about credit scores and methods to improve numbers.
Customer Sales Representative
Australia Post (Kelly Services Recruitment)
Brisbane, Australia
01.2008 - 09.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified delivery schedules and processes.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Navigated complex situations diplomatically by using professional problem-solving techniques tailored to specific customer needs.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Kept detailed records of daily activities through online customer database.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Recorded accurate and efficient records in customer database.
- Consulted with businesses to supply accurate product and service information.
Customer Service Representative
Telecom New Zealand
Auckland New Zealand
05.2007 - 11.2007
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained up-to-date knowledge of product and service changes.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
Education
Certificate 3 Business Administration - Business Administration
Poutama Auckland NZ
Auckland New Zealand 06.2006 - 08.2007
Certificate 2 Food And Beverage Operations - Food & Beverage Service/Operations
Tourism 2000 Training Academy Ltd
Auckland New Zealand 07.1999 - 12.1999
Certificate 2 Early Childhood Development - Early Childhood Education
Training Opportunities Program
Auckland New Zealand 05.1996 - 07.1997
Certificate 2 Retail Service And Operations - Retail And Customer Service
Best Training Auckland Ltd
Auckland New Zealand 09.1995 - 12.1995
Skills
Time management
Customer service
Active listening
Adaptability and flexibility
Professional telephone demeanor
Problem-solving skills
Verbal and written communication
Calm disposition
Timeline
Business Services & Sales Consultant
Telstra Corporation
03.2010 - Current
Credit Management Consultant
Telstra Corporation (Kelly Services Recruitment)
11.2008 - 01.2009
Customer Sales Representative
Australia Post (Kelly Services Recruitment)
01.2008 - 09.2008
Customer Service Representative
Telecom New Zealand
05.2007 - 11.2007
Certificate 3 Business Administration - Business Administration
Poutama Auckland NZ
06.2006 - 08.2007
Certificate 2 Food And Beverage Operations - Food & Beverage Service/Operations
Tourism 2000 Training Academy Ltd
07.1999 - 12.1999
Certificate 2 Early Childhood Development - Early Childhood Education
Training Opportunities Program
05.1996 - 07.1997
Certificate 2 Retail Service And Operations - Retail And Customer Service
Best Training Auckland Ltd
09.1995 - 12.1995