Katelyn Hinks
Umina Beach,NSW
Summary
Dynamic professional with a proven track record at Services Australia, enhancing customer satisfaction and streamlining operations. Excelled in complaint resolution and data entry, demonstrating exceptional customer service and computer proficiency. Achieved significant reductions in wait times, leveraging critical thinking and active listening to exceed performance targets.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
Services Australia
02.2024 - Current
- Responded to customer inquiries to provide information on bank accounts, policies, products and services.
- Tracked and processed customer account requests and applications.
- Collected customer information and completed new account forms.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained customer records and updated account information.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Verified customer identity and reviewed documentation for accuracy.
- Activated new accounts and issued customer identification numbers.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
Shift Supervisor
KFC
03.2020 - 01.2024
- Managed staff hiring, training and supervision.
- Completed store opening and closing procedures and balanced tills.
- Helped store management meet standards of service and quality in daily operations.
- Conducted regular performance evaluations, providing constructive feedback to help employees grow professionally.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Completed cash and credit card transactions accurately using POS software.
Education
Year 12 Certificate -
Brisbane Water Secondary College
Woy Woy, NSWSkills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Call center operations
- Payment processing
- Service recommendations
- Upselling
- Technical support
- Customer service
- Relationship building
- Complaint resolution
- Computer proficiency
- Active listening
- Critical thinking
- Building rapport
- Microsoft Office Suite
- Microsoft Excel
- Scheduling
- Prioritization
- Microsoft PowerPoint
- Professional telephone demeanor
- Order processing
- POS systems expert
- Microsoft outlook
- Scheduling
- Prioritization
- Microsoft PowerPoint
- Professional telephone demeanor
- Order processing
- Appointment scheduling
- POS systems expert
- Microsoft outlook
- Delivery scheduling
Timeline
Customer Service Officer
Services Australia
02.2024 - Current
Shift Supervisor
KFC
03.2020 - 01.2024
Year 12 Certificate -
Brisbane Water Secondary College
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