Lee Breen
Wagga Wagga,NSW
Summary
At St George Bank, I spearheaded initiatives that significantly enhanced customer satisfaction, mastering complaint resolution and showcasing exceptional communication skills. My proactive approach in mentoring and customer relationship management drove notable service improvements, reflecting a blend of strategic account management and empathetic customer engagement, without exceeding a single numerical percentage.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
St George Bank
Wagga Wagga, NSW
06.2010 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Supported sales team members to drive growth and development.
- Contacted customers about potential service upgrades, new services and account changes.
- Addressed customer questions and concerns regarding products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming customer inquiries regarding product and service information.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Collected deposits or payments and arranged for billing.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Mentored junior team members and managed employee relationships.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Prevented key account losses by researching discrepancies and correcting problems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Followed up with customers after transactions to ensure satisfaction levels were met.
Education
Certificate IV in Banking Services -
ESSET Australia
Sydney03-2014
Cert III in Office Studies -
NSW TAFE
Wagga Wagga, NSW01-2008
Skills
- Complaint resolution
- Customer retention
- De-escalation techniques
- Telephone etiquette
- Problem resolution
- Good communication skills
- Account management
- Customer relationship management (CRM)
- Excellent written and oral communication
- Customer service
- Senior leadership support
Affiliations
- Mum of two girls and one dog
- Regular exercise
- Fishing and boating
- Involved with administration of local netball club
Accomplishments
- Received numerous STAR Awards for outstanding service and performance
Certification
- Cert IV in Banking Studies
- Cert III in Business Studies
References
References available upon request.
Timeline
Customer Service Specialist
St George Bank
06.2010 - Current
Certificate IV in Banking Services -
ESSET Australia
Cert III in Office Studies -
NSW TAFE
Similar Profiles
Ceah RoweCeah Rowe
Customer Service Specialist at St George BankCustomer Service Specialist at St George Bank
Kienna TuitavakeKienna Tuitavake
Customer Service Advisor - Banker at St George BankCustomer Service Advisor - Banker at St George Bank
Emel ErdoganEmel Erdogan
CSS (Customer) at St George BankCSS (Customer) at St George Bank