Orianna Dimarco
Kirkham,NSW
Summary
Proven Client Care Representative with a track record of enhancing customer satisfaction and retention rates at CONNECT HEARING. Skilled in problem-solving and customer service excellence, adept at addressing concerns efficiently. Demonstrated ability to improve service delivery, achieving high client satisfaction scores. Fluent in italian, with strong organizational and communication abilities. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Client Care Representative
CONNECT HEARING
09.2002 - 07.2023
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Managed high call volume while maintaining a positive attitude and professional demeanor at all times.
- Coordinated with other departments to resolve complex issues efficiently and effectively for clients.
- Assisted in the development of internal training materials aimed at improving Client Care Representative skills and knowledge base.
- Trained new team members on company policies, procedures, and best practices for delivering top-notch client care.
- Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent service.
- Participated in regular team meetings to discuss performance metrics, share best practices, and brainstorm solutions to common challenges.
- Provided comprehensive product information to clients, assisting them in making informed decisions about their purchases.
- Reduced average call handling time with effective problem-solving strategies.
- Built strong relationships with clients through consistent follow-up and genuine empathy during difficult situations.
- Identified potential up-selling opportunities based on client needs analysis and provided tailored recommendations accordingly.
- Collaborated with team members to achieve monthly performance goals, contributing to increased customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- 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.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Client Care Representative
EAR STUDIO
07.2020 - 05.2023
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Managed high call volume while maintaining a positive attitude and professional demeanor at all times.
- Coordinated with other departments to resolve complex issues efficiently and effectively for clients.
- Recognized as an integral part of achieving the department''s highest levels of client satisfaction scores quarter after quarter.
- Trained new team members on company policies, procedures, and best practices for delivering top-notch client care.
- Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent service.
- Participated in regular team meetings to discuss performance metrics, share best practices, and brainstorm solutions to common challenges.
- Built strong relationships with clients through consistent follow-up and genuine empathy during difficult situations.
- Collaborated with team members to achieve monthly performance goals, contributing to increased customer retention rates.
- Identified potential up-selling opportunities based on client needs analysis and provided tailored recommendations accordingly.
- Delivered exceptional service by promptly responding to client inquiries through phone, email, and chat platforms.
- Investigated and resolved customer inquiries and complaints quickly.
- 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.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
RECEPTIONIST
Primary Health Care Centre
06.1994 - 11.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Managed multi-line phone system and pleasantly greeted patients.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Obtained payments from patients and scanned identification and insurance cards.
- Processed medical insurance claims and payments.
- Placed new supply orders, managed inventory and restocked clerical spaces.
Education
No Degree - Medical Reception
Arthur Phillip High School
Parramatta, NSW12.1979
Skills
- Organizational Skills
- Patient Education
- Claims Processing
- Medical Terminology
- Customer Service
- Problem-Solving
- Time Management
- Multitasking Abilities
- Excellent Communication
- Reliability
- Understanding Customer Needs
- Customer service excellence
- Problem Resolution
- Data Entry
- Product Knowledge
- Money handling abilities
- Time management abilities
- Order Fulfillment
- Sales and Upselling
- Medical terminology knowledge
- Sales expertise
- Stock management
- Order and Refund Processing
- [Language] Fluency
Accomplishments
- Documented and resolved Customer and issues with Hearing aid needs which led to a positive client outcome.
- Achieved helping with repairs and various changing technologies through effectively helping with knowledge of products.
- Resolved product issue through consumer testing.
Certification
GN RESOUND, PHONAK Training AS TECHNOLGIES KEPT CHANGING ABLING ME TO HELP CUSTOMERS WITHOUT THE NEED OF A QUALIFIED TECHNICIAN.
- Sales Essentials Certificate
Soccer,
I was the Captain of my Soccer Team at school and won 3 Grand Finals and won the School trophy which to this day is still in the Library at Arthur Phillip High School Parramatta, I would always train with the boys as my brother purchased my first pair of Soccer Boots and then went on and was training with the NSW state team which I was asked to play for but back them unfortunately being from and Italian background it was only for boys to play and was pulled out by my Mother, it would have been different had it been now! But thoroughly enjoyed the time I had in those years.
Timeline
Client Care Representative
EAR STUDIO
07.2020 - 05.2023
Client Care Representative
CONNECT HEARING
09.2002 - 07.2023
RECEPTIONIST
Primary Health Care Centre
06.1994 - 11.2020
No Degree - Medical Reception
Arthur Phillip High School
GN RESOUND, PHONAK Training AS TECHNOLGIES KEPT CHANGING ABLING ME TO HELP CUSTOMERS WITHOUT THE NEED OF A QUALIFIED TECHNICIAN.
- Sales Essentials Certificate
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