Katherine Kittlety
Forest Hill,VIC
Summary
A dedicated and results-driven customer service professional with over 10 years of experience in delivering exceptional service across multiple industries. Known for strong problem-solving abilities, effective communication skills, and a customer-first mindset, I consistently exceed customer expectations by providing timely and accurate solutions. Skilled in managing inquiries via phone, email, and in-person interactions, I excel at diffusing challenging situations and turning dissatisfied customers into loyal brand advocates. Adept at using CRM software and customer service tools, I am committed to fostering positive relationships and enhancing customer experiences.
Overview
35
35
years of professional experience
Work History
Customer Service Representative
Nidus Holdings P/L
02.2015 - Current
- Resolve customer inquiries promptly, enhancing overall satisfaction and loyalty.
- Input Customer orders into appropriate database.
- Utilize CRM software to track customer interactions, ensuring data integrity and follow-up actions.
- Respond to customer requests for products, services, and company information.
- Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
- Develop strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
BMW Australia
03.2013 - 11.2014
- Answer phone and email enquiries from stakeholders
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed escalated complaints with professionalism, ensuring timely resolutions for customers.
NAB - Eftpos Help Desk
National Australia Bank
05.2006 - 03.2013
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed high-volume inbound calls while maintaining professionalism and composure under pressure.
- Provided Technical Support
Senior Constable of Police
Victoria Police
12.1990 - 03.2001
- Crime Prevention
- Crime Detection
- Customer Service
- Administration
Education
Bachelor of Arts -
Deakin University
Melbourne, VICMt Waverley High School
Melbourne, VICSkills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call centre experience
- Professional telephone demeanour
- Product knowledge
- Order processing
- Building rapport
- Computer proficiency
- Complaint handling
Timeline
Customer Service Representative
Nidus Holdings P/L
02.2015 - Current
Customer Service Representative
BMW Australia
03.2013 - 11.2014
NAB - Eftpos Help Desk
National Australia Bank
05.2006 - 03.2013
Senior Constable of Police
Victoria Police
12.1990 - 03.2001
Bachelor of Arts -
Deakin University
Mt Waverley High School
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