KRISTIN KING
Melbourne,VIC
Summary
Enthusiastic and hardworking individual, with exceptional organisational and communication skills. Highly efficient, passionate and motivated with both an extensive and unique understanding of Customer Service. Committed to achieving exceptional results and positive outcomes.
Overview
25
25
years of professional experience
Work History
Customer Service Officer
Manningham Council
Doncaster
07.2021 - Current
- Manage resident questions/queries via phone, email, Live chat, and face to face (Front Counter)
- Deliver an exceptional high standard of Customer Service upholding and demonstration the 5 Council Values ~ Working together, Excellence, Accountable, Respectful, Empowered
- Demonstrate a highly professional and friendly image and approach.
- Responsible for dealing and interacting with both residents of Manningham and external visitors to our council.
- Ensure Privacy of personal information is upheld and honoured as per policy.
- Demonstrate patience and excellent communication whilst also showing empathy and understanding.
- Work efficiently to answer residence enquiries effectively with the focus on first call/interaction resolution where possible.
- Efficiently service residents needs and assist them in a timely manner.
- Work efficiently and effectively both independently and as part of a team
- Interact and assist with a variety of enquiries from other council departments.
- Problem solve and research potential solutions, whilst multitasking and maintaining a timely response.
- Build rapport with internal and external customers to gain cooperation and assistance in resolving enquiries and requests.
- Ability to use discretion and diplomacy in dealing with customer enquiries and complaints.
- Ability to use conflict resolution techniques to address issues.
- Ability to effectively manage time, set priorities and organise daily tasks.
Customer Service Officer
Knox City Council
Wantirna South
02.2017 - 06.2021
- Manage resident questions/queries via phone, email and face to face (Front Counter)
- Deliver an exceptional high standard of Customer Service upholding and demonstration the 5 Council Values ~ Teamwork, Integrity, Innovation, Enjoying Work and Service Excellence
- Demonstrate a highly professional and friendly image and approach.
- Responsible for dealing and interacting with both local residents of Knox and external visitors to our council.
- Work efficiently to answer residence enquiries effectively with the focus on first call/interaction resolution where possible.
- Efficiently service residents needs and assist them in a timely manner.
- Work efficiently and effectively both independently and as part of a team
- Interact and assist with a variety of enquiries from other council departments.
- Problem solve and research potential solutions, whilst multitasking and maintaining a timely response.
- Ability to use discretion and diplomacy in dealing with customer enquiries and complaints.
- Ability to use conflict resolution techniques to address issues.
- Ability to effectively manage time, set priorities and organise daily tasks.
Customer Service Consultant
Priceline/ API (Australian Pharmaceutical Industries)
Dandenong South
10.2016 - 02.2017
- Manage customer queries via phone and email
- Deliver an exceptional high standard of Customer Service
- Demonstrate a highly professional image and approach
- Maintaining Priceline/API values and key goals
- Responsible for dealing with both external and internal customers
- Work efficient to answer customer enquiries effectively with the focus on first call resolution.
- Demonstrate a sound knowledge of Priceline brands/products.
- Efficiently identify customer needs and assist them in a timely manner.
- Work efficiently and effectively both independently and as part of a team.
- Problem solve and research potential solutions.
- Demonstrate a high degree of organisational and time management skills.
- Demonstration excellent communication and interpersonal skills, including exceptional written and verbal communication.
- Capacity to build confident and strong rapport with the customer.
- Ability to prioritise, multi task and operate within a highly demanding contact centre.
- Liaise with stores and external contacts such as Australia Post.
- Process and address complaints in accordance to company procedures.
Customer Service Representation
MYER
Docklands
06.2016 - 10.2016
- Deliver an exceptional high standard of Customer Service
- Demonstrate a highly professional image and approach
- Maintaining MYER's company values and promoting it's values
- Responsible for dealing with both external and internal customers
- Work efficient to answer customer enquiries effectively with the focus on first call resolution.
- Demonstrate a sound knowledge of MYER brands/products.
- Efficiently identify customer needs and assist in a timely manner.
- Work efficiently and effectively both independently and as part of a team.
- Problem solve and research potential solutions.
- Demonstrate a high degree of organisational and time management skills.
- Demonstration excellent communication and interpersonal skills, including exceptional written and verbal communication.
- Capacity to build confident and strong rapport with the customer.
- Ability to prioritize and multi task and operate within a highly demanding contact centre.
- Liaise with various stores and external companies such as Australia Post.
Import Pet Travel Consultant
Jet pets Animal Transport
Tullamarine, Australia
09.2015 - 03.2016
- Deliver an excellent standard of Customer Service and Customer satisfaction
- Maintain and keep up to date with new DAFF procedures and guidelines
- Comply with Company policies and procedures
- Comply with safety (OHS) in the workplace
- Maintaining Jet pets company values and promoting the business
- Capture the sale and achieve KPI's.
- Demonstrate exceptional Customer service.
- Efficiently identify customer needs and managing bookings in a timely manner.
- Work efficiently and effectively both independently and as part of a team.
- Successfully deal with working within a demanding and high paced workplace.
- Problem solve and research potential solutions.
- Liaise with overseas partners, vets, DAFF and Airlines.
- Demonstrate a high degree of organisational and time management skills.
- Establish a strong rapport with customers to ensure satisfaction and enable repeat business.
- Ability to prioritize and multi task and operate in a highly demanding workplace.
- Efficiently & effectively work towards resolving customer complaints.
- Demonstrate a sound understanding of Australian Quarantine requirements and ensure that all necessary requirements are met.
Multi skilled Telephone Sales Consultant (Domestic & International)
Qantas Airways
Camberwell, Australia
06.2002 - 06.2015
- Deliver an excellent standard of Customer Service and Customer satisfaction, whilst upholding a professional image of Qantas Airways.
- Maintain and keep up to date with new Products/merchandise.
- Participate in regular training regarding new processes and products.
- Comply with Company policies and procedures
- Comply with safety (OHS) in the workplace
- Efficiently identify customer needs/requirements.
- Provide the customer with relevant information regarding Qantas products and products of partner airlines.
- Strive to offer a suitable and favourable outcome for both the customer and the company.
- Capture the sale and achieve KPI's whilst promoting Qantas products and products of partner airlines.
- Work efficiently and effectively both independently and as part of a team.
- Address customer concerns regarding flight delays, cancellations and schedule changes.
- Successfully deal with disgruntled customers and resolve complaints efficiently.
- Problem solve and research potential solutions, to liaise with other international offices and other departments if and when necessary.
- Rostering staff for Queue duties and providing assistance and support.
- Provide on-job training and support new staff.
- Maintain a sensitive and empathic manner when dealing with distressed passengers.
- Establish a strong rapport with customers to ensure satisfaction and enable repeat business.
Retail Sales Assistant
Spendless Shoes
Chadstone S/C, Australia
11.2000 - 06.2002
- Deliver an excellent standard of Customer Service and Customer satisfaction
- Maintain and keep up to date with new Products/merchandise
- Comply with Company policies and procedures
- Comply with safety (OHS) in the workplace
- Capture the sale and achieve KPI's.
- Efficiently identify customer needs.
- Work efficiently and effectively both independently and as part of a team.
- Successfully deal with disgruntled customers and resolve complaints efficiently.
- Problem solve and research potential solutions. Liaise with Management.
- Rostering Staff.
- Provide on job training and support new staff.
- Establish a strong rapport with customers to ensure satisfaction and enable repeat business.
- Ability to manage, file and complete company paperwork.
- Ability to operate store duties independently (Opening/closing premises, balancing register, and banking.)
Education
Certificate III - Business
Kangan Institute
01.2015
Certificate III - Customer Contact
Kangan Institute
01.2015
Diploma - Tourism
Box Hill Institute of TAFE
01.2000
Certificate IV - Travel & Tourism
Box Hill Institute of TAFE
01.2000
Completion of VCE -
Nazareth College
01.1998
Skills
- Dedicated
- Team collaboration
- Customer service
- Interpersonal communication
- Professional communication
- Motivated
- Multi-tasking
- Prioritization
- Punctual
- Responsible
- Deadline management
- Quality assurance
- Organizational skills
- Attention to detail
- Flexibility
- Adaptability
- Productivity in fast-paced environments
References
Available on request
Timeline
Customer Service Officer
Manningham Council
07.2021 - Current
Customer Service Officer
Knox City Council
02.2017 - 06.2021
Customer Service Consultant
Priceline/ API (Australian Pharmaceutical Industries)
10.2016 - 02.2017
Customer Service Representation
MYER
06.2016 - 10.2016
Import Pet Travel Consultant
Jet pets Animal Transport
09.2015 - 03.2016
Multi skilled Telephone Sales Consultant (Domestic & International)
Qantas Airways
06.2002 - 06.2015
Retail Sales Assistant
Spendless Shoes
11.2000 - 06.2002
Certificate III - Business
Kangan Institute
Certificate III - Customer Contact
Kangan Institute
Diploma - Tourism
Box Hill Institute of TAFE
Certificate IV - Travel & Tourism
Box Hill Institute of TAFE
Completion of VCE -
Nazareth College
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