Renay Stanford
Parramatta,Nsw
Summary
Focused customer service professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 5 years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations. Resourceful Resolution Specialist known for high productivity and efficient task completion. Skilled in conflict resolution, customer service strategies, and negotiation techniques. Excel at communication, problem-solving, and adaptability, ensuring successful resolutions that meet both company and client needs.
Overview
14
14
years of professional experience
Work History
Resolution Specialist
CBHS
Parramatta
10.2021 - Current
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Conducted regular meetings with department supervisors in order to review open cases and discuss strategies for improving performance metrics related to case resolution times.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
- Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
- Drafted correspondence to customers regarding resolutions of their issues.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
- Ensured compliance with applicable laws and regulations during the resolution process.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Created reports on the status of outstanding cases and communicated results to management team members.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
Customer Service Representative
Electrolux
Sydney, Nsw
07.2018 - 10.2021
- Responded to customer requests for products, services and company information
- Described products to customers, thoroughly explaining details and care of merchandise
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Communicated with vendors regarding back order availability, future inventory and special orders
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Compiled customer feedback and recommended service delivery improvements to management
- Provided primary customer support to internal and external customers in fast-paced environment
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Issued receipts and processed refunds, credits, or exchanges
- Educated customers on promotions to enhance sales
- Answered customer telephone calls promptly and in appropriate manner
Customer Service Specialist
Debt Negotiators
Bankstown, NSW
01.2017 - 07.2018
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Compiled customer feedback and recommended service delivery improvements to management
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
- Assisted with preparing debt information required for quotes and addressed potential service concerns
- Recorded product or service failure complaints and notified appropriate departments
- Delivered superior client services, fostering strong rapport, retention and satisfaction
- Directed customers to appropriate departments for additional support
- Accurately tracked and recorded all customer interactions in CRM platform
- Provided primary customer support to internal and external customers in fast-paced environment
- Received and processed various documents for accuracy while demonstrating operational knowledge of customers, carriers and procedures
- Responded to customer inquiries via phone, email, and web-based platforms
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Handled day-to-day customer contact via phones, faxes and emails
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Assessed and offered solutions to improve procedures and customer experiences
Customer Service Agent
Make it Cheaper Australia
Sydney, NSW
01.2014 - 01.2017
- Educated customers how to use company systems, complete forms and obtain desired services
- Recommended products to customers and suggested other options if preferred product was unavailable
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Provided primary customer support to internal and external customers in fast-paced environment
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Contacted customers to return routine and general calls promptly
- Communicated professionally with colleagues, freelancers and clients
- Facilitated communications through management of inbound and outbound customer calls
- Assisted call-in customers with questions and orders
- Delivered superior client services, fostering strong rapport, retention and satisfaction
- Answered over 100 calls per day to meet fast-paced call center demands
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with all levels of clients and staff
Child Care Worker
Child care worker
Sydney, Nsw
01.2011 - 01.2014
- Supported children’s emotional and social development by encouraging positive self-concepts and understanding of others
- Prepared and served nutritious and healthy meals, including breakfast, lunch and snacks
- Provided continuous supervision to children during indoor and outdoor activities to maintain safe learning and playing environments
- Communicated with parents regarding child’s behavior, daily activities and concerns
- Taught children educational games to reinforce learning of alphabets and numbers
- Instructed children in health and personal habits, including eating, resting and toileting
- Handled daily administrative tasks efficiently to minimize time away from children, including updating attendance and requesting new supplies
- Met with parents about daily activities, positive developments and issues
- Applied positive behavior management techniques to enhance social interactions and emotional development
- Worked with children individually and in groups to teach social, communicative and problem-solving skills
- Managed safety and security of all children under care
- Added daily log information to permanent records outlining observations, meals and any medications administered for acute or chronic conditions
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate
- Monitored entrances and exits to maintain safety and organized environments
- Observed children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns
- Developed lessons and activities to promote children’s physical and emotional development
- Created safe and engaging learning environment for groups of diverse children with various learning styles
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions
- Maintained effective schedule balance between rest periods, active play and instruction
- Selected appropriate stories based on ages of children and teachable moments, read to groups and promoted discussions based on content
- Consulted with families to discuss activities and behaviors of each child
- Helped children develop motor skills in preparation for preschool and kindergarten
- Kept notes of behavior issues, food served and medications administered to children
- Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs
- Used positive reinforcement techniques to promote patience and other good behaviors in children
Education
Year 10 certificate -
Young High School
Young, NSWSkills
- Documentation and reporting
- Data entry
- Retail materials management
- MS Office proficiency
- Professional telephone demeanor
- Computer proficient
- Complaint resolution
- Money handling abilities
- Account management
- Service standard compliance
- Staff education and training
- Report preparation
- Receiving support
- Recordkeeping strengths
- Sale expertise
- Multi-line phone talent
- Retail store support
- De-Escalation Techniques
- Problem-solving abilities
- Conflict Mediation
- Interpersonal Skills
- Time Management
- Adaptability and Flexibility
- Attention to Detail
- Excellent Communication
- Continuous Improvement
- Decision-Making
- Written Communication
- Information Collection
- Time management abilities
- Professionalism
- Effective Communication
- Active Listening
- Adaptability
References
References available upon request.
Timeline
Resolution Specialist
CBHS
10.2021 - Current
Customer Service Representative
Electrolux
07.2018 - 10.2021
Customer Service Specialist
Debt Negotiators
01.2017 - 07.2018
Customer Service Agent
Make it Cheaper Australia
01.2014 - 01.2017
Child Care Worker
Child care worker
01.2011 - 01.2014
Year 10 certificate -
Young High School
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