NATALIE MOUNTSTEPHEN
Adelaide,SA
Summary
Experienced Customer Service Representative with 8 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AGL
04.2018 - 02.2024
- Handling approximately 30 incoming calls for residential customers a day and some outbound calls made.
- Resolving customer complaints, account enquires, up selling products, retaining current customers and bringing new customers to the business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Sales Agent/ 2ic
TSA Telco Group
02.2016 - 03.2018
- Handling incoming calls, customer complaints, account inquiries, up selling products, retaining customers, providing support and mentoring to employees
- Informed customers of promotions to increase sales productivity and volume.
- Handling customer complaints, account enquires, up selling products, retaining current customers and bringing new customers to the company.
- Providing support and mentoring to new and existing employees by managing teams on a daily basis and providing feedback.
Assistant Store Manager
Hungry Jack's
12.2013 - 01.2016
- Recruited, interviewed and hired individuals, addressed problems with customers, managed store shift scheduling, coached the team on upselling and cross-selling methods, interviewed job candidates, counted cash drawers, assigned employees to specific duties, reordered inventory, scheduled and led store meetings, increased profits, reported to district manager, trained and developed new associates
Customer Service
Hungry Jack's
04.2013 - 12.2013
- Daily store cleaning tasks, customer service, food handling, addressed problems with customers, counted cash draws, coached the team on upselling and cross-selling methods
Education
Certificate III - Outdoor Recreation
TAFE
Adelaide, SA2013
GED -
Seaton high school
Adelaide, South Australia01.2012
Skills
- Communication skills (listening, speaking and writing)
- Ability to plan, organise and priorities work
- Strong work ethic / Attention to detail
- Excellent customer service skills
- Upselling techniques
- Flexibility and adaptability
- Leadership and management skills
- Sales experience
- Call Center Operations
- Goal-oriented
- Personnel development
- Staff training and development
- Ability to accept and learn from criticism
Professional Highlights
- Store Manager focused on maximizing productivity and increasing customer base. Believes exceptional customer service is essential to retail success.
- Becoming a manager at Hungry Jacks within 6 months
- I have grown as a person along with my self confidence
- Being able to further my career in my current job
References
Amy Aston, Former colleague, 0478682044
Timeline
Customer Service Representative
AGL
04.2018 - 02.2024
Customer Service Sales Agent/ 2ic
TSA Telco Group
02.2016 - 03.2018
Assistant Store Manager
Hungry Jack's
12.2013 - 01.2016
Customer Service
Hungry Jack's
04.2013 - 12.2013
Certificate III - Outdoor Recreation
TAFE
GED -
Seaton high school
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