Mardi Miller
Toronto,NSW
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
ANZ Banking Group
02.2021 - 08.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
Accounts Administration Officer
Wiseberry Heritage Real Estate
04.2016 - 11.2020
- Streamlined accounts payable processes by implementing efficient document management and payment tracking systems.
- Supported audit preparations by organizing financial documents, ensuring proper record-keeping, and addressing auditor inquiries promptly.
- Provided exceptional customer service when handling billing inquiries from clients, resulting in increased satisfaction rates among account holders.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Assisted in the implementation of new accounting software solutions to improve overall department productivity levels while reducing manual tasks prone to errors.
- Reduced errors in financial data entry by maintaining thorough knowledge of accounting software features and capabilities.
- Ensured accurate and timely payroll processing with strict adherence to company policies and government regulations.
Retail Branch Manager
Newcastle Permanent Building Society
01.2005 - 04.2016
- Increased customer satisfaction by implementing efficient strategies for resolving issues and addressing concerns.
- Strengthened relationships with clients through exceptional customer service and personalized attention to needs.
- Boosted sales performance by training employees in effective selling techniques and product knowledge.
- Enhanced employee morale and reduced turnover with team-building activities, regular feedback sessions, and professional development opportunities.
- Optimized branch productivity through continuous improvements in processes, procedures, and staff training initiatives.
- Conducted timely performance evaluations of staff members, offering constructive feedback for ongoing growth and success.
- Ensured a welcoming environment for customers through diligent facility maintenance, merchandising displays, and staff appearance standards.
- Developed strong working relationships with vendors to negotiate favorable pricing options on products and services for the branch location.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Complied with regulatory guidelines and requirements.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Submitted loan applications to underwriter for verification and recommendation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
Certificate IV - Business Frontline Management
TAFE NSW
Tighes Hill, NSWCertificate III - Financial Services
TAFE NSW
Newcastle, NSWReal Estate Certificate - Real Estate
Real Estate Institute NSW
Skills
- Data Entry
- Account Updating
- Complaint Resolution
- Product Knowledge
- Spreadsheets
- Active Listening
- Professional Telephone Demeanor
- Office Equipment Proficiency
- Computer Proficiency
- Sales Closing
- Product Promotion
- Filing
- Customer Relations
- Conflict Resolution
Accomplishments
Regional Managers Recognition Award -Newcastle Permanent
Timeline
Customer Service Representative
ANZ Banking Group
02.2021 - 08.2022
Accounts Administration Officer
Wiseberry Heritage Real Estate
04.2016 - 11.2020
Retail Branch Manager
Newcastle Permanent Building Society
01.2005 - 04.2016
Certificate IV - Business Frontline Management
TAFE NSW
Certificate III - Financial Services
TAFE NSW
Real Estate Certificate - Real Estate
Real Estate Institute NSW