Kym Holmes
kirwan,QLD
Summary
Dynamic customer service professional with extensive experience at Telstra Corporation, excelling in complaint resolution and building rapport. Proven ability to enhance customer satisfaction through effective problem-solving and technical support. Recognized for implementing training processes that improved service quality and fostered strong client relationships. Committed to delivering exceptional service in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Call Center Representative
Telstra Corporation
12.2011 - 07.2026
- Identified and resolved discrepancies and errors in customer accounts.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and backed up other customer service managers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Sales Associate
Foxtel Television
03.2007 - 12.2011
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Built relationships with customers to encourage repeat business.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Recommended complementary purchases to customers, increasing revenue.
Sales Associate
Brumby's Bakery
01.2006 - 03.2007
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Performed cash, card, and check transactions to complete customer purchases.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Prioritized helping customers over completing other routine tasks in store.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong rapport with customers and created positive impression of business.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
Education
Western Heights Secondary College
Geelong, VIC12-1993
Skills
- Account updating
- Complaint resolution
- Sales closing
- Call logging
- Logging call information
- Answering questions
- Product knowledge
- Customer communications
- Problem-solving skills
- Resolving issues
- Call handling
- Communicating with clients
- Customer service
- Appointment scheduling
- Providing customer support
- Technical support
- Call center customer service
- Calm disposition
- Verbal and written communication
- Customer relationship management
- Call center operations
- Building rapport
- Inbound phone call management
- Gathering information
- Technical troubleshooting
- Call controlling
- Customer service optimization
- Inbound phone calls
Languages
English
Native or Bilingual
Timeline
Call Center Representative
Telstra Corporation
12.2011 - 07.2026
Sales Associate
Foxtel Television
03.2007 - 12.2011
Sales Associate
Brumby's Bakery
01.2006 - 03.2007
Western Heights Secondary College