Michelle Maier
Hamlyn Terrace,NSW
Summary
Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
24
24
years of professional experience
Work History
Customer Service Officer
Central Coast Council
06.2003 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Relations Officer
Ku-ring-gai Council
11.2002 - 06.2003
- Made customers aware of current and new programs and services.
- Managed a high volume of inbound calls, efficiently responding to customer inquiries and resolving issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Bank Teller - Customer Service
Newcastle Permanent Building Society
02.2001 - 11.2002
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Reconciled cash drawer and resolved discrepancies.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
Education
Cyber Security Awareness
Online Learning
10-2024
Customer Experience
Online Learning
08-2024
Councillor Interaction Training
Start Smart Course
08-2024
Recordkeeping
Online Learning
05-2024
Information Privacy
Online Learning
12-2023
Code of Conduct CCC
Online Learning - Code of Conduct CCC
12-2023
Fraud And Corruption Awareness CCC
Online Learning
12-2023
Workplace Bullying And Harassment
Online Learning
10-2023
Alcohol And Other Drugs in The Work Place
Online Learning
10-2023
Robbery Safety Program
CARM Workplace Training
11-2018
Community Services
123 Magic And Emotion Coaching
06-2018
Targeted Selection Interviewer
Development Dimension International
08-2016
Coaching & Mentoring Personal Development
Karben Training Solutions
05-2011
Supervisor Training Program
Supervisor Training Program -Workforce Development
09-2010
Skills
- Cybersecurity awareness
- Customer experience
- Information privacy
- Fraud detection
- Conflict resolution
- Data entry accuracy
- Effective communication
- Team collaboration
- Time management
- Customer support
- Complaint handling
- Customer focus
- Call center operations
- CRM software
- Customer service
- Follow-up skills
Timeline
Customer Service Officer
Central Coast Council
06.2003 - Current
Customer Relations Officer
Ku-ring-gai Council
11.2002 - 06.2003
Bank Teller - Customer Service
Newcastle Permanent Building Society
02.2001 - 11.2002
Cyber Security Awareness
Online Learning
Customer Experience
Online Learning
Councillor Interaction Training
Start Smart Course
Recordkeeping
Online Learning
Information Privacy
Online Learning
Code of Conduct CCC
Online Learning - Code of Conduct CCC
Fraud And Corruption Awareness CCC
Online Learning
Workplace Bullying And Harassment
Online Learning
Alcohol And Other Drugs in The Work Place
Online Learning
Robbery Safety Program
CARM Workplace Training
Community Services
123 Magic And Emotion Coaching
Targeted Selection Interviewer
Development Dimension International
Coaching & Mentoring Personal Development
Karben Training Solutions
Supervisor Training Program
Supervisor Training Program -Workforce Development
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