Summary
Overview
Work History
Education
Skills
Reading, fitness, outdoors
Timeline
Generic

Sandra Lea Coiro

Wattle Grove,NSW

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Call Center Representative

AGL
01.1999 - 01.2000
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
  • Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.

Call Center Representative

Vodafone
01.1998 - 01.1999
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

Call Center Representative

Telstra
01.1987 - 01.1997
  • Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
  • Streamlined call center operations by implementing efficient processes and procedures.
  • Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
  • Improved first-call resolution rates by effectively utilizing resources and available tools.
  • Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
  • Contributed to the development of training materials for new representatives, enabling quicker onboarding and integration into the team.
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Collaborated with colleagues to share best practices and improve overall team performance.
  • Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
  • Received recognition as an exemplary employee for consistently maintaining high levels of professionalism under pressure.
  • Exceeded established performance metrics by demonstrating strong problem-solving abilities in addressing caller concerns quickly.
  • Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
  • Escalated complex issues appropriately to management or specialized departments for further resolution when necessary.
  • Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
  • Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Built positive relationships with customers by providing exceptional customer service.
  • Resolved complaints to satisfy customers and encourage future transactions.

Education

High School Diploma -

Mitchell High School
Blacktown, NSW
11.1986

Skills

  • Quality Assurance
  • Sales closing
  • Report Preparation
  • Data Entry
  • Customer Service
  • Technical Support
  • Account updating
  • Complaint resolution
  • Performance monitoring
  • Building rapport
  • Interpersonal Skills
  • Product Knowledge
  • Verbal and written communication

Reading, fitness, outdoors

Immersing myself in diverse literary genres enriches my mind and broadens my understanding of various viewpoints. Maintaining physical fitness is vital for my holistic health, hence I engage in consistent community fitness activities, which not only enhance my wellness but also foster social connections.

Timeline

Call Center Representative

AGL
01.1999 - 01.2000

Call Center Representative

Vodafone
01.1998 - 01.1999

Call Center Representative

Telstra
01.1987 - 01.1997

High School Diploma -

Mitchell High School

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Sandra Lea Coiro