KIMBERLEY LANGFORD
Lithgow,NSW
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires and providing customised solutions. Detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Collection Centre Representative
Service NSW
06.2020 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Exhibited high energy and professionalism when dealing with customers and management.
- Met customer call guidelines for service levels, handle time and productivity.
Collection Centre Officer
Office Of State Revenue NSW
01.2015 - 06.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Training Officer /Quality Team Member
Office Of State Revenue NSW
01.2016 - 06.2017
- Delivered System Enhancements Presentation in team meetings
- Trained new personnel regarding company operations, policies and services.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Adjusted instructional strategies according to student needs and understanding of material.
- Acted as training subject matter expert and provided extensive technical support to contact centre staff.
- Monitored inbound and outbound calls made by contact centre employees to provide constructive feedback.
- Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and call resolution.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Personal Trainer
Snap Fitness
01.2015 - 05.2015
- Designed specific workout systems for individual clients based on performance ability.
- Trained clients during strength training, cardio vascular exercise and stretching.
- Explained exercise modifications and contraindicated movements to participants with history of injury.
- Motivated clients to achieve their personal fitness goals through developing and modifying routines.
- Served as point of reference for fitness expertise within club.
Personal Trainer
Anytime Fitness
03.2014 - 01.2015
- Designed specific workout systems for individual clients based on performance ability.
- Trained clients during strength training, cardio vascular exercise and stretching.
- Explained exercise modifications and contraindicated movements to participants with history of injury.
- Motivated clients to achieve their personal fitness goals through developing and modifying routines.
- Served as point of reference for fitness expertise within club.
- Grew customer base through word-of-mouth referrals based on customer satisfaction and results.
- Educated club members about relationship between nutrition and fitness.
- Built customer loyalty by smoothly executing training initiatives.
Personal Assistant, Senior Director
WT Partnership
09.2010 - 02.2012
- Displayed absolute discretion at handling confidential information.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Composed internal and external correspondence for senior management and reviewed documentation to eliminate errors.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
Team Secretary
WT Partnership
01.2010 - 09.2010
- Answered multi-line phone system and greeted callers enthusiastically.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
Trainee
Delta Electricity
01.2009 - 01.2010
- Learned new materials, processes and programs quickly.
- Maintained high levels of efficiency during training by taking detailed notes and asking questions.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel
- Shadowed senior team members to learn all related jobs.
- Gathered, organised and input information into digital database.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
Customer Service
Sunnyridge Deli
01.2006 - 01.2010
- General customer service sales
- Ordering stock / refilling
- Staff Rosters
Education
Certificate III And IV in Fitness -
AIPT
2012
Certificate III Business Administration -
TAFE NSW
2010
12 Higher School Certificate - undefined
La Salle Academy
2008
Skills
- Written and Oral Communications
- Critical Thinking
- Customer Service
- Managing Multiple Tasks
- Policy and Procedure Adherence
- Computer Proficiency
- Problem-Solving Skills
- Time Management
Timeline
Collection Centre Representative
Service NSW
06.2020 - Current
Training Officer /Quality Team Member
Office Of State Revenue NSW
01.2016 - 06.2017
Collection Centre Officer
Office Of State Revenue NSW
01.2015 - 06.2020
Personal Trainer
Snap Fitness
01.2015 - 05.2015
Personal Trainer
Anytime Fitness
03.2014 - 01.2015
Personal Assistant, Senior Director
WT Partnership
09.2010 - 02.2012
Team Secretary
WT Partnership
01.2010 - 09.2010
Trainee
Delta Electricity
01.2009 - 01.2010
Customer Service
Sunnyridge Deli
01.2006 - 01.2010
Certificate III And IV in Fitness -
AIPT
Certificate III Business Administration -
TAFE NSW
12 Higher School Certificate - undefined
La Salle Academy
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