Peter Pham

Experienced Customer Service Representative with a strong commitment to effective investigation and solutions, and with on the job knowledge within Finance, Telecommunications, Security industries ,and in home aged care Sector. Knowledgeable and dedicated customer service professional with extensive experience in various industries. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

• 01/01/20, Current, Customer Sales and Service Specialist, Telstra, Australia Leading Telecommunications and technology company with a presence in over 20 countries, and the team is the forefront of technology innovation connection people together devices and digital technologies., Taking NBN , platinum, Velocity and Mobiles assurance calls, Assisting customers in diagnosing and fixing (NBN) faults., Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires., Engage and build rapport with customers, and ensure all customers, are getting the best value and consistent service., Maintain consistent positive NPS scores in the last 9 months, Achieved and Maintained Call KPIs.
• 05/01/15, 03/01/20, Customer Service Representative, Silver Chain, Silver Chain has been serving the Western Australia community health and care services for more than 110 years, and more than 120 years in RDNS South Australia. Silver is currently delivering service in New South Wales , Queensland ,Western Australia and South Australia, Victoria. Silver Chain deliver in-home care throughout Perth and WA keeping more people out of nursing homes than any other aged care provider., Respond efficiently and effectively to telephone enquiries to produce the desired outcome for the client, Actively answers enquiries , problem solves for clients and receives assistance from Team Leaders to produce the desired outcome for the client., Provide positive customer service interactions, Problem solves with a positive first point resolution to provide a win ,win outcome for the client and the organisation., Achieved consistent nil to low errors over 3 consecutive months, Consistently achieved 90% accuracy – i.e. that is following process and procedure, Successfully advised and patiently informed the elderly clients on the Government funded services ,the legislative policies and procedures in obtaining the services and the eligibility criteria.
• 01/01/12, 03/01/14, Monitoring Services Representative, ADT Security, ADT Security is one of the world’s largest electronic security organisations, providing electronic security solutions to almost 8 million customers worldwide., Assist the customer as best as possible, without transferring them to multiple destinations, thereby taking ownership of the call and following through on the query or concern., Responding quickly and effectively to customers alarm events by taking appropriate actions to address the issue., Accurately manage alarms and events remotely via internal customer user software., Ensure that dealings with all customers are professional and courteous., To respond to customers care enquiries and complaints, explain the use of product/service, including, but not limited to billing enquires, updating customer billing information, basic alarm troubleshooting., Adhere to KPIs which were managed monthly, marked and reviewed in one-on-one performance review sessions with team leaders., Consistently achieved above the KPI line for 6 months consecutively., Achieved 70% success rate call close., Resolved above the normal level of complaints from alarm issues by engaging further troubleshooting.
• 06/01/11, 12/01/11, Customer Service Representative, Australian Taxation Office (Randstad Agency), Australian Public Service level one support, Communicating with Taxpayers by Phone on issues such as tax return enquiries, individual HECS-HELP tax guidelines, tax policy availability, tax reimbursement claims., Quickly identifying customer needs and provide factual legislative information about their tax obligations using an internal online reference system., Negotiating payment plans and related issues with clients in a tactful and courteous manner to find amicable solution., Process data using calculations involving income and debt, then making sound judgements about client’s circumstances., Successfully and patiently assisted the elderly, young, and multi-cultural non-English speaking individuals to complete their individual tax return.
• 05/01/07, 08/01/10, Customer Service Representative, Westnet Pty Ltd / iinet, Westnet is a Western Australian-based internet service provider (ISP) with around 220,000 members and a proven track record for delivering customer satisfaction. During my tenure Westnet was purchased by iinet, Australia's second largest DSL with 900,000 customers. The two companies were integrated from a customer service perspective., After sales customer support including over the phone inbound queries relating to connection timeframe, connection capability, and pre-connection technical support., Explaining to customers/staff the technical issues around held DSL orders in a non-jargon way., Collaborate with internal staff for customer feedback and service., Conduct outbound contact to external supplier’s such as Telstra and Optus wholesalers in order to obtain the technical reasons why issues had come about, then rephrase information for customers., Troubleshoot and investigate for customers that had lost DSL connections and explain the next steps to resolve the issue., Exceeded minimum monthly Net Promoter Score (NOS) feedback by an average 10 per month. The NPS method of customer feedback is a well validated tool used by many service oriented companies., Developed and trained new staff on more efficient way to process orders, all of which passed probation.

• Anna Milward, Customer Support Manager, Telstra, 0400699971
• Richard Ogier, Monitoring Team Manager, ADT Security, 0433 003 528
• Darren Proud, Silver Chain, 0412642871
• Tim Wiles, Assistant Team Manager, ADT Security, 0416 362 335
• Ian Macleod, Provisioning Senior Customer Service Representative, Iinet Pty Ltd, 0433274705
• Ms Hannah Bui, Business Manager, T & H Family Pty Ltd, 0432012585
• Owen Mayer, 0431786126