Rebecca Makar
Melbourne,VIC
Summary
Resourceful Customer Service Expert with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base.
Overview
15
15
years of professional experience
Work History
Customer Care Team Leader
People2.0 Australia
03.2022 - Current
- Addressed customer escalations and mitigated dissatisfaction by employing long-standing solutions based on analysis of customer feedback.
- Performed a regular face-to-face cadence with clients to evaluate needs and developed tailored solutions to increase positive customer ratings.
- Reduced process inconsistencies and effectively trained new and existing team members on best practices and protocols to increase customer retention rates.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Delivery Manager
People2.0 Australia
11.2021 - 03.2022
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Initiated investigations into complex or sensitive complaints, identifying solutions within a 4-hour KPI to uphold customer satisfaction.
- Kept up with changes in employment laws for each Australian state to ensure compliant practices are continued in the company.
- Updated account information to maintain customer records.
- Identified patterns and trends in large data sets and provided actionable, proactive insights.
Customer Support Administrator
People2.0 Australia
05.2021 - 11.2021
- Fulfill administrative requests from all teams within the company.
- Drafted, reviewed and revised contracts for accuracy and completeness. Stored and filed contract documents in orderly, organized systems.
- Maintained personnel records and updated internal databases to support document management.
Wellbeing/HR Officer
Ai English
04.2020 - 05.2021
- Promoted employee engagement with organizational objectives during new employee orientations and industry conventions.
- Facilitated employee relations, benefits administration and performance management initiatives to support workforce needs.
- Developed and implemented comprehensive human resources policies and procedures in compliance with applicable federal and state laws.
- Coordinated employee placements and administrative details.
- Created and implemented forward-thinking initiatives to improve employee engagement.
Customer Service Worker (Various)
Various
02.2009 - 04.2020
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Diploma - Business
Open Universities Australia
Melbourne, Australia11.2017
Master of Arts - Journalism
Monash University
Melbourne, Australia11.2016
Bachelor of Arts - Performing Arts
Monash University
Melbourne, Australia11.2012
Skills
- Customer Relations and Escalation Management
- CRM Software
- Service Level Agreements
- Retention Strategies
- Staff Training
- Upselling Existing Products
- Exceptional Communication
- Persuasive and Positive Attitude
- Relationship Building
- Flexibility and Adaptability
- Key stakeholder relationship building
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Customer Care Team Leader
People2.0 Australia
03.2022 - Current
Customer Delivery Manager
People2.0 Australia
11.2021 - 03.2022
Customer Support Administrator
People2.0 Australia
05.2021 - 11.2021
Wellbeing/HR Officer
Ai English
04.2020 - 05.2021
Customer Service Worker (Various)
Various
02.2009 - 04.2020
Diploma - Business
Open Universities Australia
Master of Arts - Journalism
Monash University
Bachelor of Arts - Performing Arts
Monash University
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