Michelle Crichton

• Daily Rostering of Nursing Staff in close collaboration with Senior Management and Nursing staff.
• Building fortnightly rosters and maintaining current and future rosters
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Worked flexible hours across night, weekend, and holiday shifts.
• Self-motivated, with a strong sense of personal responsibility.

• Trained and mentored new personnel hired for Customer Service roles within Roadside Assistance Environment once onboarding has been completed so they are ready to work autonomously within a team environment

• Provide primary customer support to internal and external customers, specifically in Roadside Breakdown situations within Australia
• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Respond to customer requests for products, services and company information.
• Leverage sales expertise to promote products and capitalized on upsell opportunities.
• Field customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Recommend products to customers, thoroughly explaining details.
• Provide information regarding charge accounts and loyalty programs.
• Answer customer telephone calls promptly to avoid on-hold wait times.
• Cultivate customer loyalty, promoted repeat business and improved sales.
• Develop community reputation through commitment to customer satisfaction and strong client relationships.
• Answer constant flow of customer calls with minimal wait times.
• Assist customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Consult with outside parties to resolve discrepancies and create expert solutions.
• Evaluate account and service histories to identify trends, using data to mitigate future issues.
• Use company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Liaise with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Investigate and resolve accounting, service and delivery concerns.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Effective liaison between customers and internal departments.
• Investigate and resolve customer inquiries and complaints quickly.
• Train new personnel regarding company operations, policies and services.

• Built strong relationships with customers through positive attitude and attentive response.
• Coordinated weekly meetings for internal and external groups.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
• Provided constructive criticism regarding quality assurance on collections team phone calls.
• Positioned as go-to person for up to 20 staff members, troubleshooting complex administrative and training issues promptly.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Initiated timely response to emails, voicemails and written correspondence.

* Lead team on Webchat and Email correspondence within RAC Insurance - Outbound Team

• Responded to customer requests for products, services and company information.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Recommended products to customers, thoroughly explaining details.
• Answered customer web chats and emails promptly
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Handled multiple customers in fast-paced Outbound Call Centre setting in coordination with solid team of up to 20 customer service associates at any given time.
• Cross-trained and provided back up for Customer Service Consultants
• Sought ways to improve processes and services provided.

• Actively listened to customers, handled concerns quickly on escalation
• Supported over 50 Team Members in general insurance related and platform enquiries
• Documented type of enquires in order to identify skill gaps and potential training requirements for staff handling inbound calls
• Resolved problems, improved operations and provided exceptional service.

• Responded to over 100 customer Emails per day and facilitate complete resolutions to individual issues.
• Assisted potential Customers with current PDS and policy documentation for all Domestic Insurance Products RACWA provided
• Exceeded performance targets (KPIs) consistently
• Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Fielded customer questions regarding available current prices and upcoming company changes.
• Joined new Customers as RAC Roadside Members and Insurance Policy Holders
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

• Provided primary customer support to internal and external customers.
• Answered constant flow of customer calls with minimal wait times. (Inbound Insurance)
• Gained full knowledge of all RAC Insurance Products and Finance Products as we were expected to sell on each call
• Gained full knowledge of RAC Roadside Products as we were expected to sell on each call
• Liaised with other departments to seek support and answers to questions I had little knowledge of