Kayla Wilson
Cardiff South ,NSW
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated during tenure at Service NSW. Expert in problem-solving and critical thinking, proficient at managing high-stress situations and complex inquiries. Achieved significant improvements in service delivery by leveraging strong verbal and written communication skills with attention to detail. Collaborative and determined to meet deadlines in fast-paced environment. Organized and dependable successful at managing multiple priorities with a positive attitude and with a high degree of accuracy.. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Service Coordinator
Service NSW
10.2019 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Customer Service Representative
Service NSW
02.2015 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Underwriter
Employers Mutual
01.2012 - 02.2015
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
Education
High School Certificate -
Belmont High School
Belmont, NSW11.2010
Skills
- Problem-Solving Abilities
- Critical Thinking
- Strong Verbal Communication
- Integrity
- Detail-Orientated
- Excellent Written Communication
Timeline
Service Coordinator
Service NSW
10.2019 - Current
Customer Service Representative
Service NSW
02.2015 - Current
Underwriter
Employers Mutual
01.2012 - 02.2015
High School Certificate -
Belmont High School
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