Nakita James
Umina Beach,NSW
Summary
Accomplished Customer Service Representative at Australia Post, adept in problem resolution and active listening. Enhanced customer loyalty by resolving complaints empathetically and efficiently. Leveraged strong product knowledge to provide tailored recommendations, boosting retention rates. Recognized for turning potential negative reviews into positive testimonials, demonstrating commitment to service excellence. Proficient in data entry and payment processing.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Australia Post
02.2015 - 09.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Certificate IV in Bookkeeping
TAFE NSW
Ourimbah, NSW12-2012
Certificate III in Business Administration
TAFE NSW
Gosford, NSW06-2012
Skills
- Client support
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Payment processing
- Complaint resolution
Timeline
Customer Service Representative
Australia Post
02.2015 - 09.2025
Certificate IV in Bookkeeping
TAFE NSW
Certificate III in Business Administration
TAFE NSW
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