MICHELLE VINCZE

Providing a high level of clerical and administrative services to respond to enquiries and resolve issues from customers, external agencies and stakeholders in relation to the Registry's products, services and legislative requirements, including receiving, processing and registering applications for various life events to ensure high quality service delivery.
• Provide high-quality information and assistance to clients and stakeholders via telephone, email and other forms of communication to ensure positive customer experience.
• Undertake routine follow-up of non-compliant and incomplete registrations and applications as required.
Key Achievements

Team Member of the Month

Shared and demonstrated solutions in team meeting relating to the More Information Letter to identify and resolve issues that were increasing processing times.

Locate solutions to issues raised and share resolution with team members.

Meet and exceed daily targets for registering births.

Managed a diverse portfolio of clients, adapting communication styles to suit individual preferences and requirements. Assisting clients with navigating the Council approval process to ensure a seamless experience. Provided a high level of customer service to create memorable interactions resulting in referrals and return business.

• Provided support for clients with preparing applications, proposals, and contracts for different projects. Guided clients through council processes and documentation.
• Problem solving complex issues utilising extensive knowledge and problem solving skills to provide the best outcome to the client and the business.
• Liaised with clients via phone and email to ensure efficient and fast lodgement of their documentation to Council.
• Assist clients to understand and comply with council legislation and policies.
• Utilising technology to improve the customer experience and comply with document control policies.

Key Achievements

Streamlining the process to reduce timeframes and increase customer satisfaction.

Implementing a register to followup and contact customers on a regular basis increased customer satisfaction resulting in a higher rate of referrals.

Delivering outstanding customer service in a high volume call centre via inbound phone calls and emails. Proactively seeking out solutions to improve the customer experience.

• Responded to a wide variety of customer banking enquiries through various channels from account transactions through to complex complaints. Representing the organisation in an ethical, honest and professional ways in accordance with the Privacy Act.
• Consistently exceeded productivity and quality goals to achieve KPIs and delivered excellent customer experiences.
• Provided support to team members as a Knowledge Specialist and Subject Matter Expert.
• Utilised highly developed trouble shooting and problem solving skills to provide the best resolution for the customer and resolve issues before escalating.
• Building good rapport with customer,team members and other departments to maintain and exceed customers expectations.
• Provided valuable insights for process improvements, leading to more efficient operations within the organisation.

Key Achievements

• Consistent Call Quality score of 93%
• Certificate of Outstanding Performance as a Key Contributor of the St George Bank 'Best Contact Centre in the World' 2008, 2010 & 2011.
• Certificate of Achievement awarded for the 2010 Best Customer Service Practices for a Call Centre.

Provided specialist support and solutions to both customers and consultants to assist with banking transactions whilst providing a satisfying customer experience. Demonstrated extensive conflict resolution and decision making skills.

• Handled, managed and resolved escalated customer complaints including resolving complaints received from the Ombudsman's office,
• Identified improvements to policies and processes to increase efficiency and customer satisfaction. Shared information changes to teams and departments via various methods including email and visits to team meetings.
• Trained new entrants to understand and recognise their obligations to comply with privacy policies and legislation.
• Established a feedback database to reduce errors and increase productivity. Sampling work of over 100 representatives and identifying areas requiring further training. Provided one on one and team coaching to achieve a reduction of the error rate of 50% after the first three months.
• Selected as a ambassador to provide insight and feedback for an online Knowledge Tree assisting with identifying and providing up to date reference material to Customer Service Representatives online,
• Coordinated resolutions for advanced customer problems and implemented actions to maintain customer loyalty and correct both singular and repetitive issues
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Consistently performed Team Leader duties in their absence.

Key Achievements

Awarded the Chief Information Officers Award.

Certificate of Achievement for high number of Customer Compliments.

Customer Service Representative Award for multiple months.

• Customer facing role primarily assisting customers with banking transactions including deposits, withdrawals, bank transfers, cheque cashing and currency conversion

• Actioned General Ledger Reports for 18 branches
• Balanced account ledger and processed adjustments where necessary
• Resolved phone enquiries from branch in relation to ledger accounts