Kellie Coleman
HAMLYN TERRACE,NSW
Summary
Professional with expertise in customer relationship management and focus on delivering impactful results. Strong skills in communication, conflict resolution, and customer needs analysis. Reliable team collaborator who adapts to changing environments and prioritizes collective success. Known for empathetic approach, problem-solving abilities, and dedication to enhancing customer satisfaction.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Relationship Officer
Bendigo Bank
01.2009 - Current
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Logged call information and solutions provided into internal database.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
- Assisted customers with opening accounts and signing up for new services.
- Directed 3-person team of customer service personnel while helping front-line team members work effectively with over 50 daily customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Officer
Bendigo Bank
08.2002 - 12.2008
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
St Josephs High School
East Gosford, NSWNo Degree - Certificate in Small Business Management
Hunter Institue of Technology
Wyong, NSW11-1995
Skills
- Patience and resilience
- Account updates
- Proficient in Excel Word & Outlook
- Schedule management
- Training and mentoring
- Strong interpersonal skills
- Teamwork and collaboration
- Customer data confidentiality
- Data entry
- Customer service
- Document and records management
- Policies and procedures adherence
Certification
- Justice of the Peace
Timeline
Customer Relationship Officer
Bendigo Bank
01.2009 - Current
Customer Service Officer
Bendigo Bank
08.2002 - 12.2008
St Josephs High School
No Degree - Certificate in Small Business Management
Hunter Institue of Technology
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