Kim Mckellar
Cranbourne East,VIC
Summary
Proactive Customer Service Representative with extensive experience in retail and customer service roles, known for managing high-stress situations and resolving disputes with empathy. Demonstrates strong product knowledge, active listening, and conflict resolution skills. Delivers exceptional service, boosting customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Buildsafe Insurance Brokers
01.2022 - 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high call volume with exceptional professionalism, ensuring timely responses to customer needs.
Customer Service Officer
Metcash Independent Grocers
05.2021 - 12.2021
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- 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.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Retail Worker
Office National (Our Town and Country)
11.2019 - 05.2021
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Enhanced customer satisfaction by providing personalized assistance and product recommendations.
- Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
- Provided excellent product knowledge to customers through continuous learning about new items and promotions within the store.
- Handled cash transactions accurately and efficiently while adhering to company loss prevention guidelines.
- Delivered exceptional customer service with a friendly demeanor, resulting in increased repeat business.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Answered incoming calls and emails to provide product information, features and benefits.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Managed efficient cash register operations.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Monitored customers for signs of security concerns and escalated issues to management.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Developed strong rapport with customers and created positive impression of business.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
High School Diploma -
Huntingdale High School
12.1988
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Complaint Handling
- Money handling abilities
- Conflict Resolution
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
- Order Processing
- Filing
- Multi-line phone talent
- Recordkeeping strengths
- Service standard compliance
- Warehousing functions
- Office equipment proficiency
- Order Fulfillment
- Store maintenance
- Customer Relations
- Follow-up skills
- Team Development
- Documentation
- Quality Control
Timeline
Customer Service Representative
Buildsafe Insurance Brokers
01.2022 - Current
Customer Service Officer
Metcash Independent Grocers
05.2021 - 12.2021
Retail Worker
Office National (Our Town and Country)
11.2019 - 05.2021
High School Diploma -
Huntingdale High School
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