Marylene Heng
Narre Warren,VIC
Summary
Motivated and passionate CBA's current customer service professional with knowledge and experience in home loans, who is a team-player, eager to learn new skills and enthusiastically ready to implement strong knowledge and experiences to add value to the company by achieving objectives to secure client satisfaction and loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Commonwealth Bank of Australia, CBA
07.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products and services information
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Rideshare Driver
Sole Contractor
12.2020 - 11.2021
- Developed engaging communications with customers to achieve high levels of satisfaction
- Familiarised with the use of technology in work and in the preparations of tax lodgments.
General Manager
Sugi Cafe
11.2017 - 11.2018
- Designed strategies for sales and services to improve revenues and customer retention.
- Engaged with existing and potential clients to gain insight into needs and build strong long-term customer relationships.
- Evaluated and enhanced workflow to implement best practices and reduce general costs.
- Integrated technology to increase efficiency and service effectiveness.
Assistant to General Manager
Seang Eng Pawn Shop
11.2013 - 07.2017
- Assisted with day-to-day operations and customer service.
- Explained store policies and procedures to customers and responded to questions about loan terms.
- Handled payments of loans and interests and deposited items.
Education
MPA - Master of Professional Accounting
Swinburne University of Technology
07.2021
Bachelor of Arts - Business Administration
Paragon University
07.2017
Certificate - Business English Program
Australian Center of Education
12.2016
Skills
- Accounting Skills
- Customer Relationships
- Analytical Skills
- Call center experience
- Managing Operations and Efficiency
- Teamwork and Collaboration
Languages
English
Full Professional
Cambodian
Native/ Bilingual
Timeline
Customer Service Representative
Commonwealth Bank of Australia, CBA
07.2022 - Current
Rideshare Driver
Sole Contractor
12.2020 - 11.2021
General Manager
Sugi Cafe
11.2017 - 11.2018
Assistant to General Manager
Seang Eng Pawn Shop
11.2013 - 07.2017
MPA - Master of Professional Accounting
Swinburne University of Technology
Bachelor of Arts - Business Administration
Paragon University
Certificate - Business English Program
Australian Center of Education
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