Ricky Thuan
Claremont
Summary
Customer service professional with proven record in boosting customer satisfaction and loyalty. Known for collaborative work style and achieving positive outcomes. Reliable team player with adaptability to changing priorities and excellent problem-solving skills.
Overview
14
14
years of professional experience
Work History
Customer Retention Specialist
Aurora Energy
08.2024 - Current
- Conducted 20–30 outbound calls daily to customers intending to leave Aurora Energy, aiming to retain them by understanding their needs and offering tailored solutions.
- Performed detailed rate comparisons and negotiated effectively by highlighting competitive pricing, available offers, and personalized benefits.
- Promoted key advantages of staying with Aurora Energy, including exclusive access to the Aurora+ App, Free Power Hours, and superior customer service.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
Customer Service Representative
Aurora Energy
11.2023 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Troubleshot issues related to the Aurora+ App and clearly communicated its features and benefits to customers, enhancing their understanding and overall user experience.
- Assisted customers with move-in and move-out processes, ensuring accurate account setup, disconnection, and service transfers while providing clear guidance and support throughout.
- Offered tailored payment solutions, including short-term and long-term payment plans, to support customers experiencing financial difficulty and ensure continued access to essential services.
Contact Centre
Department Of Premier and Cabinet Of Tasmania
06.2022 - 10.2023
- Answered phone positively and asked questions to better understand customer needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets
- Access, interpret, apply and then provide customers with accurate information and advice on Service Tasmania products and services.
Covid-19 Contact Centre
Department Of Premier and Cabinet Of Tasmania
06.2020 - 06.2022
- Complete all relevant documentation related to COVID19 requests and referrals
- Provide advice on COVID19 related information
- Provide advice and information on general Government services as sought by clients interpret client needs
- Try and help callers with any Quarantine questions and advise as per the Regulations
- Booking Covid-19 Vaccinations in ORCLE for Health Workers and General Public and adding them to the Spreadsheets
Customer Service Sales Consultant
Elite Appliances
01.2016 - 01.2020
- Support the operations of Elite Appliances in accordance with agreed service levels and standards.
- Promote and sell Kitchen, Laundry and Bathroom products to customers
- Attend to and re-direct customer enquiries (telephone, counter or written) within appropriate levels of responsibilities/training.
Customer Service Sales Consultant
Harvey Norman
01.2011 - 01.2016
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Skills
- Customer service experience
- Time management
- Debt management
- Excellent communication skills
- Analytical Skills
- Negotiation
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Timeline
Customer Retention Specialist
Aurora Energy
08.2024 - Current
Customer Service Representative
Aurora Energy
11.2023 - 08.2024
Contact Centre
Department Of Premier and Cabinet Of Tasmania
06.2022 - 10.2023
Covid-19 Contact Centre
Department Of Premier and Cabinet Of Tasmania
06.2020 - 06.2022
Customer Service Sales Consultant
Elite Appliances
01.2016 - 01.2020
Customer Service Sales Consultant
Harvey Norman
01.2011 - 01.2016
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