KRISTY WILLIAMS
Craigmore,SA
Summary
Experienced Customer service representative bringing 16 + years of applying exceptional customer service skills in busy call centre and office environments.
Superior computer skills and telephone etiquette.
Communication skills to address diverse needs & build customer rapport.
Smoothly mitigates customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure and can multi task like a professional.
Overview
17
17
years of professional experience
Work History
Sales Administrator
LJ Hooker Real Estate
03.2021 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
- Streamlined administrative processes for increased efficiency, implementing an organized filing system for easy access to documents.
- Supported sales representatives with timely generation of proposals, SMS's and sales agencies.
- Managed a comprehensive database of customers and prospects to track opportunities, follow-ups, and account history while maintaining customer contact information and quarterly email tracks.
- Maintained accurate records of client interactions in CRM software for better tracking of communications history and future actions needed.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Created and implemented effective marketing material for online listings, open homes and agent letterbox drops in the community.
Customer Care Representative
SA Water
08.2018 - 09.2020
- Coordinated timely responses to online & over the phone customer communication and researched complex issues
- Assisted customers with payments & payment plans to get accounts up to date & paid off
- Maintained accurate and current customer account data with manual forms processing and help setting up customer online accounts
- Updated customer accounts and system database with the latest details to support accuracy and efficiency in future interactions
- Responded to customer needs through outstanding customer service and prompt problem-solving. (1 year of my customer SMS survey results attached)
- Helped with online services set up, pasword resets & direct debit activations & modifications
- Managed billing, service and account issues such as updating meter read estimates, rebilling when adjustments were needed & address changes
Retention & Sales consultant
Telstra
11.2007 - 08.2017
- Communicated with customers to understand needs and recommend appropriate solutions
- Resolved customer complaints and addressed emergency requests, outages and needs
- Recommended accurate and effective solutions to customers after identifying problems & offering discounts to retain loyal customers
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Educated customers how to use company systems, complete forms and obtain desired services
- Spent the last four of these years working in the disconnection and bereavement team, dealing with disgruntled and upset customers with respect and empathy.
- Referred complex issues relating to online order system or technology to tech support for further evaluation
- Entered customer interaction details in Telstra's CRM system to track requests, document problems and record any solutions offered
- Educated customers on current promotions, upgrades or new offerings available under current plan
- I left Telstra due to redundancy in 2017, as our area was moved offshore
Education
Certificate 4 : Customer Service Management -
CSIA online course
2013
Skills
- High customer service standards & high quality after call scores
- Conflict resolution trained & empathetic to customer needs
- Dedicated team player
- Excellent time management
- Proficient with Microsoft Office Suite & CRM software
- Cheerful & energetic
- Cash handling, Eftpos & payment systems
- Negotiation & Problem-solving
- Documentation & reporting, detailed notes on customer accounts
- First Call resolution
- Professional telephone demeanor
- Administrative Support
- Event Coordination
- Inbound Customer Service with outbound as needed
- Database Management
Affiliations
- LJ Hooker Office Manager - Adam Walter 0402 850 156
- SA Water Team Leader / Senior - Thomas Vafadis Phone: 0418 137 272
- Telstra Team Leader 7 years - Brenton Haynes 0400 777 898
Timeline
Sales Administrator
LJ Hooker Real Estate
03.2021 - Current
Customer Care Representative
SA Water
08.2018 - 09.2020
Retention & Sales consultant
Telstra
11.2007 - 08.2017
Certificate 4 : Customer Service Management -
CSIA online course
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