Nicole Spencer
Edgeworth
Summary
Highly experienced and dependable Customer Service Representative with over 20 years of field experience. Proven ability to prioritise tasks, multitask efficiently, and strategically plan. Enthusiastic about utilizing knowledge and skills to support Government operations. Extensive experience in handling customer interactions and promptly resolving issues. Strong communication skills and empathy facilitate the development of strong customer relationships. Skilled in conflict resolution, communication, and problem-solving, resulting in high customer satisfaction and loyalty. Effective team collaborator who can adapt to changing needs and consistently focus on achieving efficient and empathetic service. Recognised for reliability and proactive approach, dedicated to meeting both customer and organisational goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Nib Health
07.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Administration Clerk
McDonald Automotive Services Pty Ltd
04.2021 - 06.2022
- Fielded telephone calls and offered prompt, detailed answers to meet requests.
- Prepared vendor and customer documentation, properly formatting and editing all correspondence.
- Troubleshot and resolved issues with computers and other peripheral office equipment, including printers and copiers.
- Administered daily program operations with optimal efficiency and cost controls, consistently achieving budget demands.
- Oversaw all scheduling of appointments while managing calendar to help keep Manager organized and informed.
- Performed data entry and recordkeeping tasks to track company correspondence and updates.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Communicated with customers and employees to answer questions or explain information.
Sales Manager
Isagenix International
11.2014 - 05.2022
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Researched and capitalized on emerging opportunities to build business and expand customer base.
- Attended trade shows for in-person engagement and network building.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels.
- Analyzed competitors' successes and failures, evaluating impact on market.
- Created presentation materials for sales, customer relations and management purposes.
Customer Service Representative
Child Support
09.2006 - 03.2009
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Finance And Insurance Products And Services - Finance And Insurance
IAG Insurance
04.2006
Diploma - Travel And Tourism
TAFE
10.1996
HSC -
Warner's Bay High School
12.1992
Skills
- Excellent Verbal and Written Communication
- Information Processing
- Appointment Scheduling
- Attention to Detail
- Reliable and Punctual
- Problem-Solving
- Data Recording
- Creative Thinking
- Service-Oriented
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Computer proficiency
Timeline
Customer Service Representative
Nib Health
07.2022 - Current
Administration Clerk
McDonald Automotive Services Pty Ltd
04.2021 - 06.2022
Sales Manager
Isagenix International
11.2014 - 05.2022
Customer Service Representative
Child Support
09.2006 - 03.2009
Diploma - Travel And Tourism
TAFE
HSC -
Warner's Bay High School
Finance And Insurance Products And Services - Finance And Insurance
IAG Insurance
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