Mary Demeterio
Rosebery,NT
Summary
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. Also knowledgeable in billing side of water, sewerage, and electricity accounts as I completed six-month training ship in Revenue department which helped me to develop billing experience and understanding to customer's accounts.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Power And Water
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Educated customers about available services, promotions of Power and Water website.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
Education
Year 12 - Business and EnterpriseAccountingNext Steps (career development)
NT Schools of Distance Education
Darwin, NT11.2020
Skills
- Call center experience
- Payment Processing
- Professional telephone demeanor
- Product Knowledge
- Team Development
- Assertiveness
- Account updating
- Billing knowledge
- Customer inquiries
- Product and service knowledge
- Service Recommendations
- Database Management
- Problem-solving skills
Accomplishments
- Telephone Service - Professionally processed 400+ calls per month, providing information and service to ensure customer satisfaction.
- Highest phone call taker for last three consecutive months .
- Always in a top three for most handled email.
- Availability on the phone is 90% per month.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Personal Information
- Date of Birth: 01/03/02
- Nationality: Filipino
Awards
- Finalist - Rising Start ( PWC annual awards 2023)
- Certificate of attendance
References
Paul Messel - 0428756442
Michelle Flynn - michelle.flynn@powerwater.com.au
Maria Fe Aleta - 0475412305
Certification
Certificate III in Business and Management
Timeline
Customer Service Representative
Power And Water
10.2022 - Current
Year 12 - Business and EnterpriseAccountingNext Steps (career development)
NT Schools of Distance Education
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