Kylie Waterhouse
Kogarah Bay
Summary
Dynamic customer service professional with extensive experience at Virgin Australia, adept at resolving conflicts and enhancing customer loyalty. Proven ability to analyze service metrics and implement training processes, demonstrating strong problem resolution and empathy. Skilled in CRM systems and committed to fostering positive relationships, driving customer satisfaction and retention.
Knowledgeable and dedicated customer service professional with extensive experience in Airline & Automotive industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
31
31
years of professional experience
Work History
Customer Care Representative
Wakeling Automotive
01.2017 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- 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.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Service Representative
Virgin Australia
01.2009 - 12.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
Aftersales Manager
Fulton Holden Lakemba
03.1994 - 12.2008
- Expanded market reach by developing strategic partnerships with complementary businesses in the automotive sector.
- Collaborated with sales teams to ensure seamless handover of customers from pre-sales to aftersales support.
- Optimized resource allocation by closely monitoring workload distribution among technicians, reducing bottlenecks and wait times for customers.
- Spearheaded the development of an online portal that streamlined appointment scheduling and communication between clients and the service department.
- Identified upsell opportunities through regular analysis of customer feedback and purchase data.
- Fostered a culture of continuous improvement through open communication channels that encouraged feedback from all team members.
- Ensured compliance with all relevant regulations, maintaining up-to-date knowledge of industry best practices for safety and environmental stewardship.
- Increased revenue by offering tailored aftersales packages based on individual customer needs.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Associate of Applied Science - SPORTS THERAPIES
AUSTRALASIAN COLLEGE OF NATURAL THERAPIES
BROADWAY NSW04-1996
High School Diploma -
ST CLARES LADIES COLLEGE
WAVERLEY NSW12-1993
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- Customer relations
- Product knowledge
- Conflict mediation
- Customer relationship management
- Documentation and reporting
- Product education
- Brand representation
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Phone etiquette
- Task prioritization
- Quality assurance
- Stress management
- Cultural awareness
- Upselling techniques
- Issue escalation
- Punctuality and reliability
- Contract negotiation expertise
- Senior leadership support
- Calm under pressure
- Computer skills
- Teamwork and collaboration
- Understanding customer needs
- Calm and professional under pressure
- Work prioritization
- Policies and procedures adherence
- Sales closing
- Product sales
- Sales quota achievement
- Sales and upselling
- Staff education and training
Timeline
Customer Care Representative
Wakeling Automotive
01.2017 - Current
Customer Service Representative
Virgin Australia
01.2009 - 12.2017
Aftersales Manager
Fulton Holden Lakemba
03.1994 - 12.2008
Associate of Applied Science - SPORTS THERAPIES
AUSTRALASIAN COLLEGE OF NATURAL THERAPIES
High School Diploma -
ST CLARES LADIES COLLEGE
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