Summary
Overview
Work History
Education
Skills
Timeline
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Martine Archer

Narre Warren North,VIC

Summary

Adept at fostering customer loyalty and streamlining processes, my tenure at RACV significantly enhanced customer satisfaction and team productivity. Expert in Microsoft Office and skilled in relationship building, I led initiatives that improved service efficiency and collaborated effectively across departments, driving notable advancements in customer care and support.

Overview

25
25
years of professional experience

Work History

Customer Care Administrator

RACV
03.1999 - 04.2024
  • Provided follow-up support to customers, ensuring their satisfaction and further solidifying their loyalty towards the company.
  • Implemented feedback loop with customers to continuously improve services provided, leading to higher satisfaction ratings overall.
  • Developed strong relationships with key accounts, providing personalized support that led to increased loyalty and trust.
  • Assisted in the development of policies and procedures aimed at improving overall efficiency within the Customer Care department.
  • Collaborated closely with team members to address customer concerns, ensuring seamless support.
  • Streamlined customer care processes for improved response times and issue resolution.
  • Coordinated with other departments as necessary for expedited issue resolution, fostering positive interdepartmental relationships.
  • Actively participated in regular team meetings, sharing insights on best practices and discussing opportunities for improvement collectively.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Identified trends in customer queries and collaborated with relevant departments to address recurring issues proactively.
  • Provided exceptional service by anticipating customer needs and offering solutions before escalation.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Sought ways to improve processes and services provided.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed and updated databases to handle customer data.
  • Cross-trained and provided backup support for organizational leadership.

Education

High School Diploma -

St Johns Regional College
Dandenong, VIC
12.1992

Skills

  • Microsoft Office
  • Scheduling appointments
  • Billing and Invoicing
  • Documentation
  • Payment Processing
  • Sales Support
  • Escalation management
  • Team Management
  • Delegation and Supervision
  • Schedule Management
  • Account Management
  • Report Preparation
  • Inter-department collaboration
  • Account Updates
  • Teamwork and Collaboration
  • Customer Service
  • Calm and Professional Under Pressure
  • Computer Skills
  • Calm Under Pressure
  • Problem Resolution
  • Relationship Building
  • Data Entry
  • Product Knowledge
  • Work Prioritization
  • Product and service knowledge
  • Administrative and Office Support
  • MS Office
  • Professional telephone demeanor
  • Customer Data Confidentiality
  • Customer Relationship Management (CRM)
  • Document and Records Management
  • Data Management
  • Process Improvement
  • Customer Account Management
  • Transaction Processing
  • Order and Refund Processing
  • Billing Adjustments and Refunds
  • Database Management
  • Account updating
  • Remote Office Availability

Timeline

Customer Care Administrator

RACV
03.1999 - 04.2024

High School Diploma -

St Johns Regional College

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Martine Archer