NIKKI HILL
Melbourne,VIC
Summary
I am a dedicated individual who has over 10yrs experience working in the customer service field, through this time I have developed into a strong leader who is an analytical problem solver dedicated to streamlining operations to decrease costs and promote organisational efficiency, proficient in using independent decision-making skills and sound judgement. During my career, it has taught me to be a collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
2IC Manager
IXL Home
03.2020 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Mentoring/ Coaching staff on performance strategies and, techniques to promote accuracy and commitment to friendly service
- Responding to both phone and email inquiries from employees and managers at all levels to resolve questions/issues
- Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
- Managing corporate store accounts
- Interviewing/ training new staff
- Implementation of Dynamics 365, training staff and process document writing
- Overseeing iRobot team and staff performance to improve customer service level
- Conducted employee training sessions to educate employees on products and company policies. (training new staff remotely during Covid lockdowns)
- Resolving complaints with employees and working on resolutions
- Assists with customer problems such as missed shipments, price adjustments and backorders, continually striving for a prompt resolution
- Managed and motivated employees to be productive and engaged in work.
- Provided input to assist in selection and implementation of a new phone system
- Worked with upper management to ensure that appropriate changes were made to improve customer satisfaction
- Provide support and feedback to managers on agent's performance
- Establish work procedures & schedules and keeping an eye over the daily tasks
- Provide help on navigating internal resources on product information
Customer Care Representative
IXL Home
09.2013 - 03.2020
- Handling average 40+ calls per day, providing quality service to customers and associates inquiring about products, orders and payments, and aftersales care
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Logged call information and solutions provided into the internal database.
- Provide technical support for clients on a wide range of company products
- Maintained and increased personal knowledge of the company's 100+ products and specifications
- Educated/ supported customers and potential customers who had questions about the various products we sold
- Keeping accurate records of customer interactions and corresponding cases
- Liaising with service technicians and responding to their enquiries (phone and email) providing information and presenting solutions to problems
- Established process documents for maintaining accurate work orders within D365
- Working with our warehouse and 3PL to ensure that our orders are processed smoothly
- Managed supplier deliveries around client needs to increase client retention.
- Communicated with clients regarding account services, statements, and balances.
- Navigated multiple computer systems and applications to find information.
Acting 2IC/ Customer Service Representative
BMS Telecorp
01.2012 - 09.2013
- Quality assurance feedback – Feedback is given to agents on how they are performing on their calls
- Formal warnings/ Make it happen plans – Issuing formal warnings to agents that have breached company policies, this includes punctuality, quality assurance and behavioural issues
- Rosters/Agents Login-Logout Sheet/ Break Login-Logout sheet, Phonetics
- Daily feedback on agents' performance
- Training – Training agents on new campaigns, systems and phones
- Floor support – providing agents with the necessary support
- Customer Service – Answering inbound calls averaging 50+ per day regarding customer enquires
- Sales – assisting customers with taking up a new contract or providing customers with information about new offers we had available
- Call Backs – calling customers back that have tried to get through to the contracts department but were unsuccessful
- Liaising with Head Office about customer's enquires about their account
Customer Service Representative, Billing Consultant
Aegis
07.2011 - 01.2012
Collections Officer
Stellar Recoveries
08.2010 - 06.2011
Customer Service Representative
Department of Transport
05.2009 - 06.2010
Paloga Pty Ltd
04.2008 - 09.2008
Education
Certificate IV Mental Health -
GenU
Melbourne, VIC06.2023
Certificate IV Community Services
GenU
Melbourne, VIC06.2022
Certificate III Business -
Victoria University
Melbourne, VIC05.2010
CPR/First Aid -
St John Ambulance
Melbourne, VIC05.2023
Skills
- Adaptable
- Patient
- Leadership skills
- Great communication
- Reliable
- Great attention to detail
- Complex Problem-Solving
- Employee Training
- Technical Proficiency
- Analytical Skills
- Staff Management
- Operational Procedures
Certification
- Microsoft Office
- Axapta
- Dynamics 365
- Jira
- Solvup
- MessageXchange
- Cisco Webx
- Amazon Portal
- Zoom
References
Susan Traeger
IXL Home
Customer Care Manager
Ph: 0421 934 940
Timeline
2IC Manager
IXL Home
03.2020 - Current
Customer Care Representative
IXL Home
09.2013 - 03.2020
Acting 2IC/ Customer Service Representative
BMS Telecorp
01.2012 - 09.2013
Customer Service Representative, Billing Consultant
Aegis
07.2011 - 01.2012
Collections Officer
Stellar Recoveries
08.2010 - 06.2011
Customer Service Representative
Department of Transport
05.2009 - 06.2010
Paloga Pty Ltd
04.2008 - 09.2008
Certificate IV Mental Health -
GenU
Certificate IV Community Services
GenU
Certificate III Business -
Victoria University
CPR/First Aid -
St John Ambulance
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