Karolin Demircian
Melbourne,VIC
Summary
Proven leader in customer relationship management at Westpac Group, enhancing brand awareness and customer satisfaction through expert CRM software proficiency and effective complaint resolution. Skilled in training and mentoring, significantly improved first-contact resolution rates, fostering loyalty and repeat business. Demonstrates strong customer relations and strategic planning abilities, driving positive outcomes.
Overview
10
10
years of professional experience
Work History
Digital Complaints Customer Manager
Westpac Group
Melbourne, VIC
04.2024 - Current
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Improved customer satisfaction by addressing and resolving complaints promptly and professionally.
Retention Specialist
Westpac Group
Melbourne, VIC
10.2020 - 03.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Evaluated current customer retention strategies and recommended improvements.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
Customer Service Specialist - Branch Delegate
Westpac Group
Melbourne, VIC
03.2016 - 10.2020
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Developed rapport with customers, fostering long-term relationships and repeat business.
Customer Service Officer
Westpac Group
Melbourne, VIC
06.2014 - 04.2016
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
Education
Certificate of Attainment - Financial Services
Deakin University
Melbourne, VIC06.2015
Diploma - Retail Management
Victoria University
Melbourne, VIC04.2012
Certificate IV - Retail Management
Victoria University
Melbourne, VIC04.2012
Skills
- Brand Awareness
- CRM software proficiency
- Customer Relations
- Training and mentoring
Additional Information
VOLUNTARY ATTRIBUTE AND COMMUNITY SERVICE
• Ronald McDonald House Charities
• Royal Children's Hospital Good Friday Appeal
• Starlight Foundation (Starlight Day)
• Cancer Council of Victoria (Admin and Daffodil Day)OXFAM -Festivals and Events Campaigning
MOST RECENT RECOGNITIONSLanguages
Armenian
Full Professional
Timeline
Digital Complaints Customer Manager
Westpac Group
04.2024 - Current
Retention Specialist
Westpac Group
10.2020 - 03.2024
Customer Service Specialist - Branch Delegate
Westpac Group
03.2016 - 10.2020
Customer Service Officer
Westpac Group
06.2014 - 04.2016
Certificate of Attainment - Financial Services
Deakin University
Diploma - Retail Management
Victoria University
Certificate IV - Retail Management
Victoria University