MADISON CORCIO
Erskine Park
Summary
Customer Service Representative bringing skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires and providing customised solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Commonwealth Bank
04.2024 - Current
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and app.
- Assisted customers with extra care doing step by step walkthroughs on technical self service enquiries e.g password reset , access back to app etc.
- Improving overall user experience.
- Resolved customer complaints and provided solutions to enhance satisfaction.
- Educated customers on various account options and features.
- Assisted customers with inquiries about account services and banking products.
- Guided customers in navigating online banking platforms and mobile applications.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Processed various refunds based on discrepancy , account information and customer circumstance
- able to absorb complex information & business development growth in a short time frame.
- able to participate in upskill training in quite a high stressed , fast paced environment.
- Obtained KAPLAN Banking Tier 1 Accreditation
- Facilitated smooth account opening processes, making banking more accessible to new customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented feedback mechanisms, enabling continuous improvement in customer service.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
CUSTOMER SERVICE SPECIALIST
CSR Building Products
07.2022 - 01.2024
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Described product highlights and benefits to help guide purchasing decisions
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Resolved concerns with products or services to help with retention and drive sales
- Surpassed performance goals by approaching interactions with resourcefulness, organisation and customer-centric solutions
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Offered internal and external customers first-rate customer service to maximise satisfaction and business success
CUSTOMER SERVICE SPECIALIST
Optus
09.2022 - 06.2023
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Described product highlights and benefits to help guide purchasing decisions
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services
- Applied basic sales strategy to engage customers and present solutions to suit individual needs
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Surpassed performance goals by approaching interactions with resourcefulness, organisation and customer-centric solutions
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Offered internal and external customers first-rate customer service to maximis satisfaction and business success
CLIENT SERVICES OFFICER
The Department of Customer Service
12.2021 - 08.2022
- Provided knowledgeable service and support for all customers needs
- Processed Online and Post Applications for Birth, Death and Marriage Records
- Handling cash, cheque and credit card orders
- Provided a range of clerical and administrative services
- Record management
- Issued certificated via Australia Post Service
COMPLEX CUSTOMER SERVICE SPECIALIST
Telstra
03.2020 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Provided primary customer support to internal and external customers
- Completed data entry to record call notes, suggestions and questions
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track
- Offered basic technical support for clients on wide range of company products
- Explained online self-help options to customers to promote additional and after-hours support choices
CUSTOMER SERVICE REPRESENTATIVE
USG Boral
09.2019 - 04.2020
- Ability to use SAP
- Answered constant flow of customer calls with minimal wait times
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Managed timely and effective replacement of damaged or missing products
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Responded proactively and positively to rapid change
- Analyzed and collected customer information to prepare product or service reports
- Assisted call-in customers with questions and orders
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas
- Set up service appointments to handle advanced technical concerns at customer locations
- Described product and service details to customers to provide information on benefit and advantages
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
JUNIOR RECRUITMENT CONSULTANT
ASAP Recruitment
10.2018 - 05.2019
- Supported hiring process by scheduling interviews, conducting reference checks and completing various paperwork
- Operated and maintained applicant tracking and candidate management systems
- Collected and analysed information to monitor compliance outcomes and identify and address trends of non-compliant behaviour
- Pre-screened resumes prior to sending to corporate hiring managers for consideration
- Maintained filing system of current, prospective and future positions
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates
Education
GED -
Jamison High School
Banking Tier 1 Accreditation - Banking And Finance
KAPLAN
11-2024
Skills
- Effective Written and Verbal Communication
- Process Optimisation
- Customer Service and Assistance
- Salesforce
- SAP
- CRM
- Microsoft Office
- Call Volume and Quality Metrics
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Commonwealth Bank
04.2024 - Current
CUSTOMER SERVICE SPECIALIST
Optus
09.2022 - 06.2023
CUSTOMER SERVICE SPECIALIST
CSR Building Products
07.2022 - 01.2024
CLIENT SERVICES OFFICER
The Department of Customer Service
12.2021 - 08.2022
COMPLEX CUSTOMER SERVICE SPECIALIST
Telstra
03.2020 - 07.2021
CUSTOMER SERVICE REPRESENTATIVE
USG Boral
09.2019 - 04.2020
JUNIOR RECRUITMENT CONSULTANT
ASAP Recruitment
10.2018 - 05.2019
GED -
Jamison High School
Banking Tier 1 Accreditation - Banking And Finance
KAPLAN
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