Rachel Sejdak
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Australian Securities Investment Commission-Client Contact Centre
04.2006 - Current
- Ability to answer calls professionally
- Handling and resolving customer complaints
- Understanding of customer service principles and guidelines
- Problem solving and resolution
- Meeting performance and KPI targets
- Excellent verbal communication skills
- Ability to multitask
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests for products, services, and company information.
- Prioritized and organized workload based on risk and severity to meet deadlines.
- Supported fellow Processing Officers during periods of high workload or absences by stepping in to assist with their responsibilities.
Call Centre Operator
Teletech International
06.2002 - 04.2006
- Handling and resolving customer complaints
- Ability to answer calls professionally
- Product knowledge
- Problem solving and resolution
- Meeting performance and KPI targets
- Excellent verbal communication skills
- Sales
- Ability to multitask
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
VCE -
Kurnai College
01.1996
Skills
- Strong interpersonal communication
- Computer skills- Including Microsoft Word, Excel, Lotus Notes, Intranet,Emerald (Customer Management Database)
- Quality control management
- Adaptable to change
- Proficient in multi-tasking
- Customer-focused service
- Client support
- Effective listening
- Analytical reasoning
- Accurate data entry
- Data entry
- Critical thinking
Timeline
Customer Service Representative
Australian Securities Investment Commission-Client Contact Centre
04.2006 - Current
Call Centre Operator
Teletech International
06.2002 - 04.2006
VCE -
Kurnai College
Similar Profiles
Emmalea ChiversEmmalea Chivers
Enforcement Support Officer at Australian Securities and Investment CommissionEnforcement Support Officer at Australian Securities and Investment Commission
VIBIN NADAKKALVIBIN NADAKKAL
Data Analyst at Australian Securities and Investment CommissionData Analyst at Australian Securities and Investment Commission
Michael PizziMichael Pizzi
Financial Analyst at Australian Securities And Investment CommissionFinancial Analyst at Australian Securities And Investment Commission
Tarah ParhamTarah Parham
Customer Service Representative/Retention Customer Service Representative at AT&TCustomer Service Representative/Retention Customer Service Representative at AT&T
Kyra FieldsKyra Fields
Customer Service Representative/Outbound Customer Service Representative at Rooms To GoCustomer Service Representative/Outbound Customer Service Representative at Rooms To Go