Melinda Smith

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer needs through competent customer service, and prompt problem-solving.
• Maintained and managed customer databases.
• Actively listened to customers, handled concerns quickly, and escalated major issues to the team leader.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Clarified customer issues, and determined the root cause of problems to resolve service complaints.
• Participated in team meetings and training sessions to stay informed about updates and changes.
• Met customer call guidelines for service levels, handle time, and productivity.
• Floorwalker to assist new staff in learning new services.
• Sought ways to improve processes and services provided.
• Maintained a positive work environment that promoted collaboration between team members.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Created training materials and conducted group trainings on new processes or procedures.
• Analysed data from various sources to identify areas of improvement in the department's operations.
• Conducted regular performance reviews to assess individual team member progress.
• Resolved customer complaints in an effective manner while maintaining a high level of customer service.
• Developed strategies for problem solving and conflict resolution among team members.
• Ensured compliance with all safety regulations in the workplace.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Reviewed completed work to verify consistency, quality, and conformance.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

• Provided on-the-job training and coaching to develop new dispatchers.
• Assessed emergency requests and made quick judgment calls to determine appropriate action.
• Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units while tracking data in real-time environments.
• Followed established protocols for professional handling of emergency situations.
• Typing proficiently, including accurate recording of incident details.
• Give pre-hospital instructions over the phone such as CPR, Bleeding Control, Heimlich maneuver, childbirth delivery instructions and many more.
• Operate the Computer Aided Dispatch (CAD) system, radio communications system and ancillary equipment professionally and proficiently, while using multiple screens.
• Employing both assertiveness and empathy when speaking to the caller.
• Triaging incoming calls for assistance utilizing a systematic script in order to determine the likely severity of the patient's illness or injury.
• Maintain a high level of situational operational awareness;
• Continually reflecting on operational practice;
• Maintain fitness for duty.
• Coaching and mentoring

Duties:

· Providing a high level of customer service and outstanding sales ability in the Telco industry such as being awarded the ‘Top Rep’ for Australia in 2010 and 2011 and currently have the quarterly 2012 award.

Achievements:

· Awarded “Top Representative” for Australia in 2010 and 2011.

· Received the Quarterly Sales Award in 2012.

· Achieved and exceeded all set KPIs on a monthly basis.

· In September 2011, attended the Rewards and Recognition trip to Hamilton Island and was presented with a high achievement award and a $1000 voucher for ‘Top rep of the Year’ for my achievements.

· Cold calling with potential customers and providing them with instant solutions to their problems and needs.

Monitored and coached peers to help them reach their full sales potential.