Melissa Reinli
Blakeview,SA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Officer
Bank SA
09.2022 - Current
- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
- Implemented new training programs for customer service officers, leading to improved performance levels.
- Streamlined communication channels between departments, resulting in faster resolution times for customer issues.
- Developed and maintained comprehensive knowledge of product offerings, allowing for more effective issue resolution.
- Managed escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
- Improved overall team efficiency through implementation of time management strategies and delegation techniques.
- Provided exceptional support during high call volume periods, maintaining a calm demeanor and professional attitude throughout each interaction.
- Conducted regular quality assurance checks on team member interactions with clients, ensuring adherence to established protocols and guidelines.
- Assisted in rollout of new CRM system, leading training sessions for team members and ensuring seamless implementation.
- Resolved product and service issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Investigated and resolved customer inquiries and complaints quickly.
Branch Manager Secondment
Bank SA
05.2022 - 08.2022
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Gathered and reviewed customer feedback to improve operations.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Complied with Bank Code of Practice, Anti Money Laundering and Privacy Act
- Protected company assets with strategic risk management approaches.
- Identified and capitalized on community business opportunities with effective networking.
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
Senior Customer Service Officer
Bank SA
03.2020 - 05.2022
- Strengthened customer relationships and authored strategies to provide positive experience for customers.
- Processed information with high level of accuracy to satisfy client's needs.
- Mentored new employees while supporting complex dedicated suite of products and services.
- Developed employee skills development guidelines to deliver best-in-class customer experience.
- Anticipated organizational, operational and process problems initiating improvements to address prevalent deficiencies.
- Prepared, analyzed and presented profitability reports to prevent fraudulent situations.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
Customer Service Officer
Bank SA
04.2019 - 03.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered basic technical support for clients on wide range of company products.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Education
Year 12 -
Parafied Gardens High School
Parafield Gardens, SA12.1997
Certificate III - Financial Services
Esset Australia
SA09.2012
Skills
- Quality Control Analysis
- Issue and Complaint Resolution
- Time management abilities
- Complaint Handling
- Strong Telephone and email etiquette
- Database Management
- Regulatory Compliance
- Analytical Skills
- Product and service knowledge
Additional Information
Volunteer Work
Kick Start For Kids
School holiday program for vulnerable and disadvantaged children aged five to thirteen who don't look forward to holidays like their peers do as they are experiencing hardship.
Timeline
Senior Customer Service Officer
Bank SA
09.2022 - Current
Branch Manager Secondment
Bank SA
05.2022 - 08.2022
Senior Customer Service Officer
Bank SA
03.2020 - 05.2022
Customer Service Officer
Bank SA
04.2019 - 03.2020
Year 12 -
Parafied Gardens High School
Certificate III - Financial Services
Esset Australia
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