Pam Walsh
Ningi,QLD
Summary
Customer Service Professional skilled in complaint resolution and staff management. Enhanced service delivery through process improvements and effective communication, while training teams to foster collaboration and achieve high customer satisfaction. Experienced in conflict mediation, time management, and maintaining detailed documentation to support operational efficiency.
Overview
31
31
years of professional experience
Work History
Call Centre Representative
ERGON ENERGY
Rockhampton , QLD
08.2015 - 11.2016
- Managed high-volume call queues while maintaining a professional demeanor.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints through effective communication and problem-solving skills.
- Assisted customers with inquiries regarding energy services and billing information.
- Provided detailed information on energy-saving programs and initiatives to clients.
- Documented customer interactions accurately in the CRM system for record-keeping.
- Conducted follow-up calls to ensure customer satisfaction with service provided.
- Collaborated with team members to improve service delivery and response times.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Navigated through computer systems to review information and respond appropriately to callers.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
Customer Service Manager
Services Australia
Yeppoon, Qld
09.1985 - 01.2005
- Developed and implemented strategies for providing excellent customer service experience.
- Provided exceptional customer service to ensure customer satisfaction.
- Managed customer inquiries through various communication channels.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Resolved complex customer issues by coordinating with multiple departments.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Analyzed customer feedback to inform service enhancement strategies.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Supervised team performance and provided constructive feedback regularly.
- Maintained knowledge of policies and procedures to guide staff effectively.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed training programs for new customer service representatives.
- Delivered training both face to face and online with staff from all over North and Central Qld
- Implemented process improvements to enhance service delivery efficiency
- Managed two Service Centres one in Yeppoon and one in Biloela.
- Engaged in Community Outreach to work collaboratly with other Agencies.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Education
Bremer State High School
Ipswich , QLDOccupational Health And Safety
Services Australia
Skills
- Call management
- Customer service
- Complaint resolution
- Service delivery enhancement
- Process improvement
- Staff Management
- Internal Training
- Team collaboration
- Effective communication
Timeline
Call Centre Representative
ERGON ENERGY
08.2015 - 11.2016
Customer Service Manager
Services Australia
09.1985 - 01.2005
Bremer State High School
Occupational Health And Safety
Services Australia