Mikayla Robinson
Killarney Vale,NSW
Summary
Proven track record in delivering exceptional customer service and managing multiple tasks efficiently, as demonstrated at Policelink. Adept in conflict mediation and proficient in Microsoft software, I excel in fast-paced environments, significantly enhancing team performance and customer satisfaction through problem-solving and policy adherence.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Policelink
Tuggerah
04.2022 - Current
- Handled urgent and non urgent calls, providing exceptional customer service to the public.
- Worked efficiently in fast paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Maintained up to date knowledge of standard operating procedures.
- Proven ability to learn quickly and adept to changes is new situations.
- Efficient in de-escalating conflict customers being able to provide the best service possible for their situation.
- Evaluated staff performance within a SME role and provided coaching to address inefficiencies.
Customer Service Representative
Service NSW
Gosford
08.2021 - 04.2022
- Understood and relayed correct and up to date legislation to customers in a way they could easily understand.
- Actively listened to customers and handled concerns quickly.
- Answered constant flow of customer calls and redirected to the correct team with minimal wait time.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Complete and update bookings for customers as well as processing card payments.
Receptionist
Coast Realty
The Entrance
02.2021 - 08.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Corresponded with clients through email, telephone, or postal mail.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed multiple tasks with time sensitive deadlines.
- Adjusted priorities in response to change without guidance.
Education
Cert III - Business And Customer Contact
Stride Learning
10.2023
Skills
- Proficient telephone and email demeanour
- Call triaging
- Conflict mediation
- Managing multiple tasks
- Problem solving abilities
- Microsoft software, CRM and sales force efficient
- Policy and procedure efficient
Reference
Andrew Couch (Team Leader) - PoliceLink Tuggerah
Couc1and@police.nsw.gov.au
Timeline
Customer Service Representative
Policelink
04.2022 - Current
Customer Service Representative
Service NSW
08.2021 - 04.2022
Receptionist
Coast Realty
02.2021 - 08.2021
Cert III - Business And Customer Contact
Stride Learning