MONIKA MILARDOVIC
Mount Waverley
Summary
Amounted 20+ years of call centre and customer service experience. Consistently friendly and professional when handling diverse customer needs in high-volume call centre environments. Seeking to bring a customer service-oriented mindset, strong people skills and exemplary healthcare.
Overview
22
22
years of professional experience
Work History
Contact Centre Agent
I-MED Radiology
08.2021 - Current
Customer Relations Officer
Amplifon
02.2012 - 07.2021
- Consistently meeting and often exceeding KPI’s BY 30% when booking appointments
- Upheld strict quality control policies and procedures during customer interactions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
- Trained new employees in procedure and policies to maximize team performance
- Answered 500+ inbound calls per day and directed to designated individuals or departments
- Scheduled and confirmed appointments.
Corporate Travel Agent
Expedia
01.2002 - 04.2011
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives
- Worked with groups, couples and executive clients to arrange travel arrangements
- Delivered superior customer service to all clients to foster lasting rapport and secure assignments
- Responded immediately to clients questions, issues and complaints and found effective solutions when required
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
Education
Diploma of Travel & Tourism -
RMIT University
Melbourne, Vic01.1987
Skills
- Microsoft Office
- Technologically savvy
- Problem-solving
- Appointment scheduling
- Call centre software
- Customer Service
- Inbound and Outbound calling
- Excellent communication
- Flexibility
- Reliability
- Work autonomously
Current
I-MED Radiology, Contact Centre Agent, Mount Waverley, Vic, 08/2021, Present
Contact Centre Software
- Microsoft Chat
- Visage
- Livepro
- Genesys
References
Maddison Cannon, Team Leader, 0429 949 560
Timeline
Contact Centre Agent
I-MED Radiology
08.2021 - Current
Customer Relations Officer
Amplifon
02.2012 - 07.2021
Corporate Travel Agent
Expedia
01.2002 - 04.2011
Diploma of Travel & Tourism -
RMIT University
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