Kteyzha Gwynne
The Vines,WA
Summary
I’m seeking a career that promotes within, where I can learn new skills and build on existing skills. A company with strong values and friendly people.
I adapt to change with ease and I’m able to work efficiently in a team or alone.
I left my previous position after I became a mother, now I am ready to return to work and put my skills back to use.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
TSA group
Perth, WA
06.2022 - 03.2024
- Maintained up-to-date knowledge of product features and benefits.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Processed returns, refunds, exchanges according to company policies and procedures.
Sales Assistant Team Member
Rivers
Perth, WA
07.2021 - 06.2022
- Used product knowledge to assist customers and suggest products.
- Answered customers' questions about available products, prices and features.
- Accepted and completed cash, check and credit card payments.
- Fostered relationships with customers to expand customer base and retain business.
- Received and processed product returns and coordinated disposal of defective or broken items.
- Built strong relationships with clients to maintain loyalty and promote efficient operations.
- Answered customer inquiries regarding product availability and pricing.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered incoming telephone calls to provide store, products and services information.
Call Center Representative
Instant Waste Management
Perth , WA
11.2020 - 07.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Answered, screened and processed high volume of calls daily.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Managed high-volume of inbound and outbound customer calls.
- Educated customers on special pricing opportunities and company offerings.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Call Center Customer Service Specialist
Stellar Asia Pacific
Perth, WA
01.2019 - 09.2020
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls.
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Improved call management database by frequently changing and updating customer contact information.
Education
Certificate 3 Hospitality - Hospitality
APSI
Perth, WA11.2017
Skills
- Processing payments
- Customer focused
- Product merchandising
- Opening and closing procedures
- Team member motivation
- Effective customer upselling
- Active listening
- Computer Skills
- Customer Service
- Inbound and Outbound Calling
- Retail sales customer service
- High-energy attitude
- Store maintenance
- Problem-solving abilities
- Adaptive team player
- Stockroom procedures
- Time management
- Communication skills
- Meeting and exceeding KPIS
Timeline
Customer Service Specialist
TSA group
06.2022 - 03.2024
Sales Assistant Team Member
Rivers
07.2021 - 06.2022
Call Center Representative
Instant Waste Management
11.2020 - 07.2021
Call Center Customer Service Specialist
Stellar Asia Pacific
01.2019 - 09.2020
Certificate 3 Hospitality - Hospitality
APSI