Kelly Wakeling
St Georges Basin,NSW
Summary
I am a dedicated, enthusiastic, customer service professional with 25 years’ experience, passionate about building and enhancing customer relationships. I am reliable and motivated to maintain customer satisfaction and contribute to your business success.
Experienced Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
10
10
years of professional experience
Work History
Call Center Representative
NRMA Insurance
05.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Kitchen Hand
Paperbark Camp
09.2024 - 09.2025
- Maintained cleanliness and organization of kitchen areas to ensure efficient operations.
- Assisted chefs with food preparation, enhancing workflow and meal quality.
- Operated kitchen equipment safely, adhering to health and safety regulations.
- Collaborated with team members to streamline daily kitchen operations for consistency.
Insurance Customer Service Representative
NRMA Insurance
06.2021 - 05.2024
- Maintained high standards of performance by achieving team and individual KPIs.
- Executed end-of-day banking procedures both solo and as part of a team.
- Maintained cleanliness and organization in office spaces.
- Provided exceptional support to enhance customer satisfaction.
- Ensured accurate processing of EFTPOS and cash payments
- Demonstrated proficiency in various computer applications.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Assisted customers with completing insurance documents to avoid missed information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
MANAGER
VINCENTIA CELLARS
08.2017 - 11.2023
- Maintained high standards of professionalism in all customer interactions.
- Coordinated tasks and maintained high standards of productivity.
- Managed inventory and monitored stock levels.
- Delivered comprehensive training to enhance skills of new team members.
- Ensured accurate and timely payroll execution.
- Handled payment of invoices and account management.
- Implemented HR policies and procedures.
- Ensured accurate and timely store banking transactions.
- Processed cash and EFTPOS transactions efficiently.
- Managed receipt and arrangement of incoming shipments.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
Bartender
CLUB JERVIS BAY
11.2022 - 04.2023
- Ensured high levels of satisfaction through effective service.
- Complied with WHS – keeping the bar area safe from any risk.
- Maintaining stock levels throughout the shift
- Managed front desk operations seamlessly.
- Managed cash transactions efficiently.
- Operated EFTPOS terminals to facilitate secure payments.
- Skilled in all areas of the club – Bar, Game room, reception
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
TEAM MEMBER
AUSTRALIA POST
01.2017 - 03.2018
- Customer service duties
- Mail administration
- Sorting and distributing mail
WAITRESS/BAR STAFF
THE BRIDGE TAVERN
06.2015 - 08.2017
- Prep Chef duties
- Table service
- Customer service
- Dealing with complaints
- Responsible service of alcohol
- Cash handling
Education
Certificate 2 Business Administration -
TAFE NSW
NSWSkills
- RSA CERTIFIED
- Completed - 2016
- Expires: 2026
- RCG Certified
- Management Experience
- Point of sales (POS) System operations
- WHS Training
- Leadership and sales expertise
- Upbeat friendly and positive
- Food and safety understanding
- Cash handling capabilities
- Customer service
- Data entry
- Customer support
- Problem-solving skills
- Verbal and written communication
Timeline
Kitchen Hand
Paperbark Camp
09.2024 - 09.2025
Call Center Representative
NRMA Insurance
05.2024 - Current
Bartender
CLUB JERVIS BAY
11.2022 - 04.2023
Insurance Customer Service Representative
NRMA Insurance
06.2021 - 05.2024
MANAGER
VINCENTIA CELLARS
08.2017 - 11.2023
TEAM MEMBER
AUSTRALIA POST
01.2017 - 03.2018
WAITRESS/BAR STAFF
THE BRIDGE TAVERN
06.2015 - 08.2017
Certificate 2 Business Administration -
TAFE NSW
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