Merrilyn Shield
Tugun,QLD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Insurance, finance and retail industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Budget Pet Products
09.2019 - Current
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Petbarn
05.2013 - 08.2019
- Overview of role in 1 to 2 lines
- Insert 2 to 3 key responsibilities
- Insert 2 to 3 achievements
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Handled customer complaints with empathy and patience, resolving issues to maintain positive store reputation.
Insurance Administrative Officer
M B Insurance Group
01.2011 - 05.2013
- Overview of role in 1 to 2 lines
- Insert 2 to 3 key responsibilities
- Insert 2 to 3 achievements
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
- Contributed to successful projects by providing essential administrative support and resource management.
- Cultivated strong professional relationships with external stakeholders such as clients, suppliers, partners, or regulatory bodies.
- Ensured compliance with industry regulations by maintaining up-to-date knowledge of requirements and monitoring adherence to guidelines.
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Performed wide-ranging administrative, financial and service-related functions.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
Education
Course or qualification -
Institution Name
Tier 2 General Insurance Compliance - General - Insurance
ANZIIF
Sydney, NSW01-2012
Skills
- Data entry
- Critical thinking
- Active listening
- Problem resolution
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
- Data collection
- Relationship building
- Payment processing
- Order processing
- Microsoft Office Suite
- Building rapport
- Live chat support
- Shipping and logistics
- Customer service
Hobbies and Interests
Insert 2 to 3 interests
Timeline
Customer Service Representative
Budget Pet Products
09.2019 - Current
Customer Service Representative
Petbarn
05.2013 - 08.2019
Insurance Administrative Officer
M B Insurance Group
01.2011 - 05.2013
Course or qualification -
Institution Name
Tier 2 General Insurance Compliance - General - Insurance
ANZIIF
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