Kerry Brickell
Perth,WA
Summary
Dynamic customer service professional with extensive call center experience at TSA, excelling in complaint handling and problem-solving. Proven track record of enhancing customer satisfaction through effective communication and empathy. Skilled in managing high call volumes while maintaining professionalism, consistently exceeding performance metrics and fostering strong client relationships.
Overview
13
13
years of professional experience
Work History
Customer Service Operator
TSA Group
West Perth WA
01.2024 - Current
- Assist customers with inquiries and issues, ensuring timely resolutions.
- Manage call volume efficiently, maintaining high service quality standards.
- Document customer interactions accurately within the database system.
- Apply Centrelink policy and proceedure to each client interaction.
- Collaborate with team members to streamline communication processes.
- Adapt to daily changing policies and procedures while maintaining service excellence.
- Enhance customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Handling agitated customers with calmness and genuine care.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Managed challenging callers while adhering to company guidelines for respectful communication.
- Participated in ongoing professional development opportunities aimed at enhancing the effectiveness of my role as a Customer Service Operator.
- Maintained accurate records of customer interactions, ensuring timely follow-up and resolution of issues.
- Contributed to a positive work environment by supporting co-workers in achieving shared goals.
- Handled high-pressure situations with grace, maintaining composure while offering timely support to distressed customers.
- Delivered exceptional service through effective communication, active listening, and empathy towards customers'' situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Call Center Representative
CVS
Nedlands, WA
01.2021 - 12.2023
- Resolved customer complaints through effective communication and problem-solving skills.
- Trained new employees on company policies and customer service protocols.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- 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.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- 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.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
Team Leader
Coles Supermarkets
Leederville, WA
04.2013 - 12.2021
- Supervised daily operations, ensuring adherence to safety and quality standards.
- Trained team members on product knowledge and customer service best practices.
- Streamlined inventory management processes to enhance efficiency and reduce waste.
- Led team meetings to discuss performance metrics and operational goals.
- Developed staff schedules, optimizing coverage during peak hours for improved service.
- Implemented training programs focused on improving employee skills and productivity.
- Ensure product lines are kept sufficient with correct price labeling.
- Collaborated with management to identify areas for process improvement and cost reduction.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Education
High School Diploma -
Geraldton Senior High School
Geraldton, WASkills
- Call center experience
- Government Systems (Centrelink)
- Product knowledge
- Customer focus
- Complaint handling
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer service
- Inbound phone calls
- Customer support
- Communicating with clients
- Customer service optimization
- Answering questions
- Gathering information
- Calm disposition
- Inbound phone call management
- Building rapport
- Call center operations
- Call documentation skills
- Professional phone voice
- Call control skills
- Providing customer support
- Call controlling
Timeline
Customer Service Operator
TSA Group
01.2024 - Current
Call Center Representative
CVS
01.2021 - 12.2023
Team Leader
Coles Supermarkets
04.2013 - 12.2021
High School Diploma -
Geraldton Senior High School