Matavai Susan Kennedy
Hoxton Park,NSW
Summary
Successful Customer Service Representative with over 5 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
17
17
years of professional experience
Work History
Client Service Associate
Boardroom Pty Limited
07.2019 - Current
- Responded promptly to client inquiries via phone, email, or face-to-face meetings, demonstrating commitment to exceptional service standards.
- Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
- Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
- Maintained accurate client records, allowing for efficient tracking of account activity and personalized service delivery.
- Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.
- Collaborated with sales teams to onboard new clients, providing a smooth transition experience for all parties involved.
- Participated in training programs to stay current on industry trends and enhance skills necessary for successful client interactions.
- Coordinated with internal teams to ensure seamless execution of client requests, resulting in improved operational efficiency.
- Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Boardroom Pty Limited
06.2016 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
Subject matter expert
Sensis Pty Ltd
12.2014 - 04.2016
- Assisted the business with implementing a new system to the sales department
- Testing end to end process and providing constructive feedback
- Assisted with rolling out training to the managers and sales reps
- Supporting reps and managers through live chat and SME hotline on a daily basis
Customer Service Role (Part time during the weekend)
Transfield Services
06.2014 - 12.2014
- Receive high volume of calls from housing and sub – contractors which has to be logged in a timely manner in order to meet customer expectations
- Despatch service calls based on priority, ensuring all urgent calls are attended to promptly
- Following up on with sub-contractors and updating SAP notes
- Managing the inbox in case urgent request comes through
- Handover – both prior and after my shift for urgent work request and follow up
- Processing variation on a daily basis
Back of house billing consultant
Sensis Pty Ltd
09.2009 - 08.2014
- Managed high volumes of escalations on a daily basis, which required knowledge of complex billing issues and enquiries
- Performed J2C duties including coaching call quality and floor sport
- Verified and checked data accuracy across multiple systems to assist customers with their queries
- Assist both customers and stakeholders regarding complex billing issues including altered/adjusted customer’s billing accounts
- Actioned all electronic credit requests received from customer care consultants
Telesales credit card for AMEX
Custom call
03.2008 - 04.2009
- Cold-called existing American Express card-members, to follow up on information on promotional card offer
- Warm-called customers from the AA (Automobile Association) to introduce American Express credit card
- Conducted telephone call coaching and provided feedback on performance and training on objective handling and dealing with compliance report issues
- Ran ongoing team training on product and updates for10-15 team members
Education
Liverpool Tafe
06.2007
High School Certificate - undefined
Fairfield High School
01.2006
Skills
- Perform well in high-demand fast paced environment
- Multitasking
- Effective communication
- Problem solving
- Navigational
- Time management
- Quick learner
- Very positive person with a “Can Do Attitude”
- Clear Communication both written/verbal
- Intermediate computer knowledge
- Data entry proficiency
- Issue resolution
- Performance metrics analysis
- Empathy and patience
Timeline
Client Service Associate
Boardroom Pty Limited
07.2019 - Current
Customer Service Representative
Boardroom Pty Limited
06.2016 - 06.2019
Subject matter expert
Sensis Pty Ltd
12.2014 - 04.2016
Customer Service Role (Part time during the weekend)
Transfield Services
06.2014 - 12.2014
Back of house billing consultant
Sensis Pty Ltd
09.2009 - 08.2014
Telesales credit card for AMEX
Custom call
03.2008 - 04.2009
High School Certificate - undefined
Fairfield High School
Liverpool Tafe
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