Rhys Huisman
9 Copper Close, Drouin 3818,Australia
Summary
Skilled client service specialist with history in being a Team Leader in finance and insurance industry with a passion in building customer satisfaction and loyalty by delivering top-notch support and service. Talented in troubleshooting problems with excellent analytical and critical thinking skills. Offering 5 + years in client and leadership service environments. Whilst demonstrating a great work ethic with a flexible and hands on demeanor
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Australian Unity Wealth
11.2022 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Took payment information and other pertinent information such as addresses and phone numbers to finalise sales.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Developed customer service improvement initiatives to decrease customer wait times.
Member Experience Specialist
CoINVEST
02.2022 - 11.2023
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Responded to customer calls and emails to answer questions about products and services.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
Customer Service Officer Trainer/Coach
Advantage Salary
10.2020 - 02.2022
- Evaluated client information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales and calls of up to 40 + daily.
Customer Service Advisor
Bupa Health Insurance
03.2020 - 10.2020
- Responded to customer needs through competent customer service and prompt problem-solving.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Processed and collated 65+ email based complaints and enquiries.
Business Banking Specialist
Westpac Group
06.2019 - 03.2020
- Assisted senior-level credit officers with complex loan applications.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Recommended loan approvals and denials based on customer loan application reviews.
- Reviewed and edited loan agreements to promote efficiency and accuracy.
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
- Researched companies and prepared presentations for management and prospective buyers.
- Organized financial analysis, market research and due diligence filings materials for potential investors.
- Continued education on current banking products and services through continuous internal training programs.
- Created member account profiles on organization's online banking program.
- Maintained friendly and professional customer interactions.
- Advised clients on mortgage, education and personal loans of up to 10-12 clients daily.
- Contacted potential clients to pursue sales and gather funds.
Customer Care Specialist
CGU Insurance
06.2018 - 06.2019
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted 200+ callers per week in fast-paced environment.
- Prepared, completed and processed customer account forms and database changes.
- Maintained revenue streams by exhausting every option before offering refunds.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Lead on- and off-site customer support teams across multiple time zones.
- Coached and trained junior team members and managed employee relationships with strong leadership ability.
- Delivered high level of service and support to each customer, paving way for future business opportunities with strong communication.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
Senior Bank Teller
NAB
03.2015 - 06.2017
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Managed and coached staff of 4 tellers daily.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse withing store operations.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Balanced daily cash deposits and vault inventory with maximum $50 error rate.
- Verified amounts and integrity of every check or funds transfer.
- Liaised between bank branches regarding best practices and operations.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Established new accounts and created memberships, resulting in increased loans and earnings for credit union.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Processed 40+ cash transactions per day accurately and efficiently withing retail branch.
- Increased membership based through customer interactions
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Merchandised new stock to appeal to customers, grab attention and drive sales.
Education
VCE - Victorian Certificate of Education
St Francis Xavier College
Melbourne, VIC10.2014
Skills
- Employee Engagement
- Performance Appraisals
- Key Performance Indicators
- Staff Management/development
- Staff Training
- Decision Making Skills
- Scheduling
- Strong Problem-solving skills
- Strong communication skills
- Performance Appraisals/managing
- Team coaching
- Motivating staff
- Sensitive information handling
- Resilient
REFEREES
References available upon request
Timeline
Customer Service Specialist
Australian Unity Wealth
11.2022 - Current
Member Experience Specialist
CoINVEST
02.2022 - 11.2023
Customer Service Officer Trainer/Coach
Advantage Salary
10.2020 - 02.2022
Customer Service Advisor
Bupa Health Insurance
03.2020 - 10.2020
Business Banking Specialist
Westpac Group
06.2019 - 03.2020
Customer Care Specialist
CGU Insurance
06.2018 - 06.2019
Senior Bank Teller
NAB
03.2015 - 06.2017
VCE - Victorian Certificate of Education
St Francis Xavier College
Similar Profiles
Kanisha StorerKanisha Storer
Care Worker at Australian UnityCare Worker at Australian Unity
Lauren SlickLauren Slick
Aged Care Worker at Australian UnityAged Care Worker at Australian Unity
KRITI ADHIKARIKRITI ADHIKARI
Registered Nurse (RN) at Australian Unity Aged CareRegistered Nurse (RN) at Australian Unity Aged Care
Nathan John MarraNathan John Marra
Fulltime at Invermay FarmsFulltime at Invermay Farms
Phillip MertensPhillip Mertens
Labourer/Machine Operator at Goldsmith Civil & Environmental Pty LtdLabourer/Machine Operator at Goldsmith Civil & Environmental Pty Ltd