MARIA SCHUMACHER
Gold Coast,QLD
Summary
Driven and accomplished Customer Service Representative with a robust background in customer service and hospitality, demonstrating expertise in delivering exceptional service and resolving inquiries efficiently. My experience spans high-pressure environments where effective communication and critical thinking are crucial for success. Passionate about fostering a customer-centric team culture and dedicated to continuous improvement, I am eager to leverage my skills and enthusiasm to help achieve the organization's goals. Calm and composed in stressful situations, with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
14
14
years of professional experience
Work History
Contact Center Representative
National Broadband Network
11.2023 - Current
- Consistently managed inquiries and complaints with effective solutions.
- Engaged in conversation with customers to understand their needs, resolve issues, and answer process questions.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to customer needs.
- Navigated through computer systems to review information and respond appropriately to End Users.
Customer Service Representative
Telstra
08.2022 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Improved customer satisfaction by providing solutions in a timely manner
Sales Associate
Optus Store
Shepparton, VIC
09.2021 - 08.2022
- Supported sales staff by providing pre-sale assistance including product comparisons and recommendations.
- Handled customer complaints in a professional manner.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Sales Associate
Telstra Shop
11.2020 - 09.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
- Helped customers locate products and checked store system for merchandise at other sites
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers
- Actively listened to customers to understand their needs and provide appropriate solutions
Technical Support Representative
Teletech (Telstra)
Pasay, Manila
12.2010 - 09.2017
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Documented all activities related to technical support including processes, updates, changes made.
- Resolved escalated customer service issues in a timely manner.
Education
Nursing Assistance -
Laguna College of Business And Arts
01.2010
Skills
- Customer service
- Technical support
- Interpersonal skills
- Team player
Timeline
Contact Center Representative
National Broadband Network
11.2023 - Current
Customer Service Representative
Telstra
08.2022 - 11.2023
Sales Associate
Optus Store
09.2021 - 08.2022
Sales Associate
Telstra Shop
11.2020 - 09.2021
Technical Support Representative
Teletech (Telstra)
12.2010 - 09.2017
Nursing Assistance -
Laguna College of Business And Arts
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