Joy Piersma
Ballarat,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple different industries. Solid team player with outgoing, positive demeanour 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.Converse easily with people of different backgrounds to prove industry-leading service.
Overview
12
12
years of professional experience
Work History
Snr Customer Service Consultant - Medical Review
VicRoads
02.2017 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanour.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
Customer Service Executive - Holden
Concentrix
03.2016 - 01.2017
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and cancelled policies.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
Administrative Officer
Ballarat Associated Appliance Services
02.2012 - 01.2016
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Cultivated strong professional relationships with external stakeholders such as clients, suppliers, partners, or regulatory bodies.
- Assisted in achieving company objectives through active participation in strategic planning sessions and goal setting initiatives.
- Streamlined office processes by implementing efficient administrative systems and procedures.
Education
MBA - Human Resources Management
Federation University Australia
Ballarat, VICBachelor of Arts - Hospitality
Indian Institute of Tourism Management
Skills
- Computer Proficiency
- Escalation management
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Problem Resolution
- Customer Relations
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Inventory Tracking
Additional Information
Ballarat Council
WRISC - Family Violence Support
PETA
Timeline
Snr Customer Service Consultant - Medical Review
VicRoads
02.2017 - Current
Customer Service Executive - Holden
Concentrix
03.2016 - 01.2017
Administrative Officer
Ballarat Associated Appliance Services
02.2012 - 01.2016
MBA - Human Resources Management
Federation University Australia
Bachelor of Arts - Hospitality
Indian Institute of Tourism Management
Similar Profiles
Sky BancifraSky Bancifra
Data Entry Operator at VicRoadsData Entry Operator at VicRoads
Hanneke DixonHanneke Dixon
Consultant at VicRoadsConsultant at VicRoads
Abby BriceAbby Brice
Senior Customer Service Representative at VicRoadsSenior Customer Service Representative at VicRoads
Lauren McFadyenLauren McFadyen
Registration Services Officer at VicRoadsRegistration Services Officer at VicRoads
Adam DeanAdam Dean
Panel beater/Technician Specialist at Barry James Smash RepairsPanel beater/Technician Specialist at Barry James Smash Repairs