Merina Tesfay
Truganina,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialising in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Business Advisor
National Australia Bank
10.2024 - 06.2025
- Provided expert guidance on business financing options, helping clients secure necessary capital for growth.
- Maintained comprehensive knowledge of banking products and services, ensuring accurate and informed recommendations for clients.
Customer Advisor
Metropolitian Plumbing and Gas
01.2024 - 10.2024
- Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
Customer Advisor
National Australia Bank
07.2022 - 07.2023
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
- Answered customer service inquiries via telephone, email and chat platforms to address customer needs and promote optimum outcomes.
Customer Advisor
Tech Mahindra
05.2022 - 07.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards. Familiar with software programs such as Siebel, Softphone and Salesforce.
- Skilled at working independently and collaboratively in a team environment.
Retail Sales Associate
JD Sports
11.2021 - 03.2022
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked merchandise, clearly labelling items and arranging according to size or colour.
Customer Service Representative
KFC
09.2019 - 01.2022
- Identified and resolved customer complaints concerning food or lodging.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
Nandos
08.2021 - 12.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
McDonalds
01.2019 - 08.2019
- Tracked guest satisfaction surveys to recognise trends and create action plans for improving guest services.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
St Aloysius College
North Melbourne, VIC10-2021
Skills
- Effective Customer Communication
- Escalation Procedures
- Inbound and Outbound phone call
Management - Problem-solving Skills
- Verbal and Written Communication
- Call Documentation Skills
- Strong Communication and
Interpersonal Skills - Teamwork and Collaboration
- Time management
Attention to detail
Timeline
Business Advisor
National Australia Bank
10.2024 - 06.2025
Customer Advisor
Metropolitian Plumbing and Gas
01.2024 - 10.2024
Customer Advisor
National Australia Bank
07.2022 - 07.2023
Customer Advisor
Tech Mahindra
05.2022 - 07.2022
Retail Sales Associate
JD Sports
11.2021 - 03.2022
Customer Service Representative
Nandos
08.2021 - 12.2021
Customer Service Representative
KFC
09.2019 - 01.2022
Customer Service Representative
McDonalds
01.2019 - 08.2019
High School Diploma -
St Aloysius College
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