Melissa Mollica
Yagoona,NSW
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Specialist
Commonwealth Bank Of Australia
Sydney, NSW
01.2022 - Current
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Trained staff on operating procedures and company services.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Consistently achieved personal performance targets while actively contributing to the success of the broader team.
- Assisted with the development of departmental policies and procedures aimed at improving efficiency without compromising on customer satisfaction levels.
- Managed high-volume call centre operations, ensuring prompt service and reduced wait times for customers
Workshop Administration
Truck Tech
Chipping Norton, NSW
07.2021 - 01.2022
- Maintained a safe working environment at all times by adhering to company guidelines and OSHA regulations, reducing workplace accidents.
- Maintaining timesheets/annual leave for mechanics
- Liaising with subcontractors for workshop
- Clerical duties for workshop
- Aided colleagues, managers, and customers through regular communication and assistance.
- Managed company schedule to coordinate calendar and arrange travel.
- Drafted and distributed invoices for outstanding payments.
- Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
- Managed team petty cash, purchase orders and account transactions.
- Proofread and edited documents for accuracy and grammar.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
Customer Service Representative
Zip Water
Bankstown, NSW
10.2017 - 07.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Service Dispatcher
NRMA Motoring Services
Sydney Olympic Park, NSW
03.2017 - 10.2017
- Collaborated with cross-functional teams to improve overall service quality and efficiency.
- Assessed internal processes regularly, implementing changes that led to improved resource allocation and overall operational efficiency.
- Reduced response times with effective scheduling and route optimization strategies.
- Supported inventory management efforts by tracking parts usage patterns among field technicians in order to optimize stock levels.
- Streamlined communication between customers and technicians for timely service delivery.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
- Monitored vehicle locations to coordinate timely arrivals.
- Monitored and tracked dispatch communication systems.
- Answered phone calls and responded to customer emails.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Developed strong relationships with clients and technicians to foster a positive work environment.
- Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
Customer Service Representative
NRMA Motoring Services
Sydney Olympic Park, NSW
08.2016 - 03.2017
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained and managed customer files and databases.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Responded to customer calls and emails to answer questions about products and services.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Developed and updated databases to handle customer data.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
Skills
- Coaching and Mentoring
- Conflict Management
- Call Control
- De-Escalation Techniques
- Customer Support
- Complaint resolution
- Staff Training
- Customer service excellence
- Problem-solving abilities
- Time Management
- Multitasking
- Attention to Detail
Referees
REFEREES AVAILABLE UPON REQUEST
Timeline
Senior Customer Service Specialist
Commonwealth Bank Of Australia
01.2022 - Current
Workshop Administration
Truck Tech
07.2021 - 01.2022
Customer Service Representative
Zip Water
10.2017 - 07.2021
Service Dispatcher
NRMA Motoring Services
03.2017 - 10.2017
Customer Service Representative
NRMA Motoring Services
08.2016 - 03.2017
Similar Profiles
Aanchal AroraAanchal Arora
Insights Analytics Manager, Advanced Analytics at Commonwealth Bank of AustraliaInsights Analytics Manager, Advanced Analytics at Commonwealth Bank of Australia
Anupama ShenoyAnupama Shenoy
Chapter Lead at Commonwealth Bank Of AustraliaChapter Lead at Commonwealth Bank Of Australia
William SinWilliam Sin
Customer Service Specialist at Commonwealth Bank of Australia, CBACustomer Service Specialist at Commonwealth Bank of Australia, CBA
JULIAN NARAYANJULIAN NARAYAN
Customer Relations Specialist at Commonwealth Bank Of Australia, CBACustomer Relations Specialist at Commonwealth Bank Of Australia, CBA
Markos ChatzidimitrisMarkos Chatzidimitris
Head Pastry Chef at Athena cake shopHead Pastry Chef at Athena cake shop