July Salazar

During my tenure at Nine's Australian Metro Publishing Customer Service Centre, I was responsible for delivering exceptional customer service to subscribers of some of Australia’s major publications, including The Sydney Morning Herald, The Australian Financial Review, and The Age.

Key Responsibilities:

• World-Class Customer Service: Delivered frontline customer service interactions and operations that consistently met or exceeded customer experience targets.
• Multichannel Communication Management: Efficiently managed customer interactions over the phone, email, live chat, and web forms, ensuring a seamless experience for subscribers.
• Rotational Roster: Worked on a 7-day-a-week rotational roster, providing flexibility and availability to meet customer needs from Monday to Sunday.
• Remote and In-Office Work: Primarily worked from home, with periodic office attendance on a fortnightly basis, balancing remote and in-office responsibilities

• Resolved customer complaints promptly and efficiently.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Maintained a high level of professionalism when dealing with difficult customers.

• Inbound Customer Service Calls
• Arranging Tech Support onsite with parts to fix issue with Servers, Printers, Laptops, Tablets etc
• Assisting other departments with work overflow calls
• Reception duties.

• Objective
• Web Help Desk
• Excel
• Intranet
• Outlook
• Cisco phone
• Fuji Xerox Device
• Handling feedback emails and calls for customer care
• Minute taken in client meetings.

• Completed iKnow Compliance Program
• OH & S Module Completed
• CIC / Avaya phone system
• Flexcab, Siebel Systems for billing
• Axis & Post System
• Receiving Inbound calls
• Handling customer inquiries & complaints.

• Receiving inbound calls
• Assisting customer with bill inquiries
• Assisting in changing advertisements or customers.

• Achieved Certificate 3 in Customer Contact
• Inbound calls to assist customers
• Transfer calls to new business for new Home Loans & refinance
• Transfer to Aussie Direct Team to add security to Home Loans
• Assist customer to split & fix home loans & do verbal contract over the phone
• Changing or setting up repayments
• Discharge Home Loans get title deeds back.

• Sorting of merchandise
• Assisting customers.

• Answer and scan inbound calls
• Maintain a Switchboard of 100 employees and assist employees
• Maintain Stationery, Mailing, Faxing, Photocopying
• Maintain 2 Boardrooms and keep 2 Kitchens clean.