Rhonda McKay
Parramatta,NSW
Summary
Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.
Overview
12
12
years of professional experience
Work History
Customer Experience Specialist
Direct Group Pty Ltd
05.2018 - 03.2025
- Strived to deliver first contact resolution on calls, emails and chats
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Ensured accurate fulfilment of all orders and that customer records are accurately maintained and updated, utilising CRM software.
- Resolved customers issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Responded to high volume of incoming calls utilising listening and communication skills to identify customer concerns, needs and seize opportunities to upsell and cross sell when appropriate.
- Cross trained and backed up other departments within the Company
- Met and exceeded key performance indicators (KPIs) across sales, service efficiency, and quality standards.
Receptionist Administrator
Readers Digest Australia
01.2013 - 05.2018
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Volunteered to help with special projects of varying degrees of complexity.
Education
TAFE NSW
NSWSkills
- Customer service
- Critical thinking
- Office administration
- Computer proficiency
- Data entry
- Time management
- Clear verbal communication
- CRM software
- Adaptability
- Billing adjustments and refunds
Timeline
Customer Experience Specialist
Direct Group Pty Ltd
05.2018 - 03.2025
Receptionist Administrator
Readers Digest Australia
01.2013 - 05.2018
TAFE NSW
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