Kelly Yuan
Blacktown,NSW
Summary
I am a knowledgeable and dedicated customer service professional with extensive experience and knowledge of the different affinity brand partners that PetSure is partnered with in the pet insurance industry. Furthermore, I am a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and colleagues alike. I am also extremely motivated to maintain customer satisfaction and contribute to the overall company success. Following, I also specialise in driven results towards achieving excelling KPI outcomes in all areas; right first time (RFT), wrap time, adherence and quality (QA).
Overview
1
1
year of professional experience
Work History
Customer Service Officer (CST)
PetSure
09.2022 - Current
Responsibilities:
- answering all customer enquiries
- completing tasks in queue by responding to enquiries/ and or follow ups:
* New sales quote- change level of cover
* Stop cheque- reissue via direct debit; set up finance task
* Troubleshoot portal- lodging SPIKE ticket
Achievements:
- Excelling KPI results in all areas; RFP, wrap, adherence and quality (QA)
- Applying feedback- filtering areas of improvement into all contacts with customers (e.g., setting up a frontline complaint task for each time a customer expresses dissatisfaction whether it is 'implicit' OR 'explicit)
- Multi-tasking; finance tasks (technical rejections, on hold reports and chargebacks), EC Team (project initiatives, creating surveys for CST feedback, monthly Newsletter, steer-co in regular meetings including with Leadership and all other management in CST and the running of events- 'House Cup Games')
- Accountable of actions: e.g., promise customer to contact IT to troubleshoot/resolve portal issue- final validation email not received by PH
Education
Diploma of Liberal Arts - History And Literature
Australian Catholic University (ACU)
Strathfield06.2022
Skills
- Microsoft Office
- Records Maintenance
- Checking Credentials
- Employee Development
- Complex Product Knowledge
- Inbound and Outbound Calling
- Outstanding verbal and written communications
- Teamwork
- Reliable
- Accountable
Hobbies/Extracurricular
- enjoy reading YA novels, mostly as part of a series and it just sucks me in dystopian worlds I could only dream of!
- research papers is something I have always enjoyed writing ever since high school through to Uni on historical events
- archery is a support I have loved ever since I was a little girl, primarily because of Katness Everdeen and Robin hood
- Spotify- let's just say you will never meet me without hearing my playlist go off in the near background!
Languages
Chinese (Mandarin)
Full Professional
French
Professional Working
Timeline
Customer Service Officer (CST)
PetSure
09.2022 - Current
Diploma of Liberal Arts - History And Literature
Australian Catholic University (ACU)
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