Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kylie Beller

Brookfield,VIC

Summary

Customer service professional with 25 + years of experience handling customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Ability to calmly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centre.

Overview

23
23
years of professional experience

Work History

CUSTOMER CARE CONSULTANT - INBOUND/OUTBOUND TEAM

Bloom Hearing
08.2020 - Current
  • Connecting and communicating empathetically with clients in a timely and appropriate manner, ensuring a seamless experience for those seeking hearing health services
  • Booking initial consultations and retention appointments across 200+ clinics in AU and NZ, following processes to ensure quality and complete interactions
  • Responding to and handling a variety of inquiries via inbound/outbound calls, email and an online chat platform
  • Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
  • Dealing with challenging patients using highly experienced problem-solving and objection handling skills
  • Communicating with clinicians/nurses and health care coordinators to coordinate clinic schedules and appointments
  • Escalating complex concerns to appropriate clinics, departments or RBMs to ensure effective and timely resolutions
  • Working proactively with all team members and stakeholders to share information, learnings and ideas to ultimately improve the patient experience
  • Proficient in MS Office applications, call centre and CRM systems, and online chat platforms
  • Communicating and building rapport effectively and professionally in all forms of communication with internal and external patients
  • Meeting daily/weekly/monthly targets and KPIs.

CUSTOMER CARE REPRESENTATIVE

Offspring Education
02.2016 - 01.2020
  • Liaising with customers, offering assistance and guidance when purchasing new products
  • Coordinating with suppliers and other team members to ensure delivery of goods in sufficient time frames
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Administration and customer account management
  • Business development and marketing
  • Quoting and invoicing
  • Meeting monthly targets, KPIs and budgets.

OUTPATIENTS WARD CLERK/PRE-ADMISSIONS CLINIC

Sunshine Hospital
01.2008 - 07.2011
  • Providing clerical support and services to patients, consultants and nurses
  • Welcoming and assisting patients with appointments
  • Assisted nursing staff with daily tasks, contributing to a well-organized and functional ward environment.
  • Admissions and discharges
  • Answering telephone enquiries
  • Patient record keeping and filing
  • Liaising with therapists, specialists, nurses and NUM during clinics to ensure smooth running of each clinic
  • Triaging referrals and booking appointments accordingly.

OUTPATIENTS COORDINATOR AND FRONT OFFICE TEAM LEADER

Dorset Private
09.2001 - 05.2006
  • Providing clerical support and services to patients, consultants and allied health therapists
  • Booking and coordinating multidisciplinary appointments
  • Admissions and discharges
  • Answering phone inquiries
  • Patient record keeping and filing
  • Payroll, rostering
  • Overseeing staff and team leading front reception and outpatient department
  • Dealing with insurance companies eg TAC/Workcover.

Education

Completed VCE

Braybrook Secondary College

Skills

    Experience as a contact centre call operator/team leader

    Experience in customer service roles within the health care and educational resource industry

    Excellent verbal and written communication skills

    Proven experience in working remote independently and autonomously within a team

    Proficient in using Microsoft Office, CRM, call centre and online chat systems

    Experience in using eCommerce and inventory system NETO

    Reliable and professional

    Highly organised and motivated

    Complaint handling/resolution

    Excellent time management skills

    Keen fast learner

References

  • Matthew Flanagan, Bloom Hearing, Contact Centre Team Leader, 0430 344 259
  • Jake Cerrone, Bloom Hearing, Customer Engagement Manager, 0451 944 410
  • Tania Lee, Western Health, EA to DCOO, 0438 020 263
  • Ashlee Morton, Offspring Education, Office Manager, 0412 085 487

Timeline

CUSTOMER CARE CONSULTANT - INBOUND/OUTBOUND TEAM

Bloom Hearing
08.2020 - Current

CUSTOMER CARE REPRESENTATIVE

Offspring Education
02.2016 - 01.2020

OUTPATIENTS WARD CLERK/PRE-ADMISSIONS CLINIC

Sunshine Hospital
01.2008 - 07.2011

OUTPATIENTS COORDINATOR AND FRONT OFFICE TEAM LEADER

Dorset Private
09.2001 - 05.2006

Completed VCE

Braybrook Secondary College

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Kylie Beller