Natalie Davis
Lake Haven,NSW
Summary
Experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Team player works well both independently and within team settings to achieve goals. Enthusiastic and motivated individual passionate about customer service. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
22
22
years of professional experience
Work History
Disability Employment Consultant
APM Employment Services
12.2023 - Current
- Communicated and exchanged information with assigned case manager and other team members involved with assigned participants.
- Called on potential employers to explain benefits of employing participants and possible training opportunities.
- Monitored participant's progress and provided encouragement and motivation to succeed.
- Participated in community programs and events to communicate and promote development of job opportunities for participants.
- Interviewed participants and other supports to determine interests, desires, barriers and skills.
- Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support.
- Advised clients on job searching, interviewing and resume writing techniques to increase employment chances.
- Recognized client employment barriers and devised strategies to resolve.
- Matched clients to open positions based on skills and work requirements.
- Assisted clients with completing job applications and submitting resumes to improve interview chances.
- Updated client records to reflect personal information, qualifications and career aspirations.
- Assessed individuals to identify skills, strengths and interests for job placement.
Customer Service Specialist
Services NSW
03.2023 - 10.2023
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Investigated and resolved customer inquiries and complaints quickly.
- Verified customer data through phone calls and emails.
- Provided customer with step-by-step instructions on how to complete product setup.
- Collaborated with other callers and representatives to complete tasks.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service/Operations (contract)
Economy Waste
10.2023 - 12.2023
- Answered constant flow of customer calls with minimal wait times.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
Collections Representative
UCFS - United Consumer Financial Services
11.2017 - 03.2023
- Resolved challenging situations with friendly but firm strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used skip tracing and other techniques to locate debtors.
- Used skip tracing resources to locate debtors and updated information in company system.
- Processed payments and applied to customer balances.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic time frames.
- Trained new team members on scripts, company services, and collection strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Delivered exceptional customer service on collection calls and maintained calm and professional manner.
- Negotiated to collect balance in full.
Collections Representative
Toyota Financial Services
08.2015 - 11.2017
- Achieved performance goals on consistent basis.
- Worked in call centre environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used skip tracing and other techniques to locate debtors.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Used probing techniques to determine debtors' reasons for delinquency.
- Maintained high volume of calls and met demands of busy and productive group.
- Recorded all information regarding financial status of customers.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Delivered exceptional customer service on collection calls and maintained calm and professional manner.
Customer Service Representative
Collections House/Lion Finance
05.2012 - 07.2015
- Resolved challenging situations with friendly but firm strategies.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Worked in call centre environment handling manual and automatically dialed outbound calls.
Assistant/Deputy Manager
Aldi
05.2003 - 05.2012
- Assisted manager in all aspects of business operations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked flexible hours across night, weekend and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set schedules for staff by planning and designating shifts and hours.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Representative
NSW Police Force Academy
10.2024 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Riverside Girls High School
Gladesville, NSW12.1987
Skills
- Data Entry
- Microsoft Office
- Payment arrangements
- Great phone demeanor
- Goals and Performance
- Policy Standards and Guidelines
- Team Collaboration
- Automated Dialing
- Organizational Skills
- Negotiation and Resolution
- Call Centers
- High-Volume Call Environments
- Customer Data Confidentiality
- Ability to Work Independently
Timeline
Customer Service Representative
NSW Police Force Academy
10.2024 - 12.2024
Disability Employment Consultant
APM Employment Services
12.2023 - Current
Customer Service/Operations (contract)
Economy Waste
10.2023 - 12.2023
Customer Service Specialist
Services NSW
03.2023 - 10.2023
Collections Representative
UCFS - United Consumer Financial Services
11.2017 - 03.2023
Collections Representative
Toyota Financial Services
08.2015 - 11.2017
Customer Service Representative
Collections House/Lion Finance
05.2012 - 07.2015
Assistant/Deputy Manager
Aldi
05.2003 - 05.2012
High School Diploma -
Riverside Girls High School
Similar Profiles
Allison McCullochAllison McCulloch
IPS Employment Consultant at APM Employment ServicesIPS Employment Consultant at APM Employment Services
Manu RastogiManu Rastogi
Business Manager at APM Employment ServicesBusiness Manager at APM Employment Services
SWATI ALOK TIWARISWATI ALOK TIWARI
BUSINESS MANAGER at APM Employment ServicesBUSINESS MANAGER at APM Employment Services