Lilyanna Jard
Summary
I am a friendly, mature, hardworking individual who is always striving to gain knowledge and exceed expectations, I am also able to pick up skills from others around me and apply them to my work quickly. I am a motivated, reliable, lively person to be around with an engaging personality. I'm a fast thinker when it comes to difficult situations handling them in a poised but also assertive way. I believe in providing complete professionalism in my work and understanding the importance of high work ethic. I perform well under pressure using my own initiative, innovation and forward thinking to achieve my goals. I am punctual and take pride in my appearance. Currently I'm studying Business Administration to extend my knowledge to open new opportunities and challenges for myself where I can be a great addition to most roles in any office. I believe I will be a great addition to your company.
Overview
7
7
years of professional experience
Work History
Call Center Representative
DHL Express
03.2022 - 07.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Assisted DHL customers with locating and tracking their shipments using highly trained customer service experience along with multiple computer programs
Sales Consultant
Compare The Market
01.2019 - 08.2020
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Generated increased sales revenue through effective lead generation and follow-up efforts.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
- Maintain extensive knowledge of the health insurance industry as well as medicare to ensure I was able to help my customers accordingly
- Follow strict processes and procedures with high confidentiality agreements
- Manoeuvre multiple programs while simultaneously keeping above standard customer satisfaction
Senior Customer Sales Consultant
TSA Group - Telstra
04.2017 - 01.2019
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Increased sales revenue by implementing targeted marketing strategies and upselling techniques.
- Taking inbound call traffic in a fast paced sales and customer orientated team work environment
- Achieving set sales targets while maintaining a high first call resolution, customer satisfaction and QA
- Subject matter expert in an advanced program provisioning system centre wide
Bar Supervisor
X&Y
01.2016 - 01.2017
- Enhanced customer satisfaction by implementing efficient bar operations and service standards.
- Reduced waste and costs by optimizing inventory management and beverage ordering processes.
- Increased staff productivity through effective scheduling, task delegation, and performance monitoring.
- Improved team morale by providing ongoing support, training, and opportunities for professional growth.
- Practiced RSA in a very fast paced service
- Implementing high patience skills and coping strategies for the more difficult patrons
Education
Certificate III Business (Administration)
ADAPT Education
Manly, QLD03.2024
Skills
- Complaint Resolution
- Report Preparation
- Call Control
- Data Entry
- Quality Assurance
- Sales Closing
- Customer Service
- Problem-Solving Skills
- Script Adherence
- Computer Literacy
- Attention to Detail
Timeline
Call Center Representative
DHL Express
03.2022 - 07.2022
Sales Consultant
Compare The Market
01.2019 - 08.2020
Senior Customer Sales Consultant
TSA Group - Telstra
04.2017 - 01.2019
Bar Supervisor
X&Y
01.2016 - 01.2017
Certificate III Business (Administration)
ADAPT Education
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