Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Work History
Customer Service Representative
Serco Australia Australian Tax Office
01.2016
Deliver high level of service and support to customers
Direct phone calls to steer conversations towards targeted solutions
Met productivity and quality goals to achieve KPIs
Navigation of multiple systems to identify issues
De-escalate customer complaints using specialised communication techniques
Maintain detailed client interaction notes and other relevant paperwork, entering data into company CRM
Building up strong product knowledge to provide customers with efficient and high-quality experience.
Maintain high level KPI's
Streamlined call center processes for improved efficiency and reduced wait times
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Customer Contact Consultant
Gold Coast City Council
- Current
Taking multiple interactions from community for Revenue, Gold Coast City Water and Online services
Create and submit payment arrangements into both Pathway and Grange for Land and Water outstanding rate balance
Provided detailed education for council and water rate notices along with online options
Investigate and update customer contact details and preferences for delivery correspondence in Pathway
Explain meaning of high-water usage notifications, with suggested reasons, using real-life examples
Then ways to identify possible causes and actions to take
Taking breaks at rostered times which helps workforce planning schedule day
Submit customer requests to Pathway and Grange for activities like refunds, transfers and lost payments
Discuss availability of extension of discount and submit requests once found to be available
Submit notifications to Gold Coast City water for variety of calls for example: Leaking city water infrastructure, blocked sewers, Gold Coast water quality, faulty water meters and fire hydrants
Extensive experience with council-used systems Pathway, Grange and SAP
Completing online registrations for customer online accounts
Delivering superior customer service and experiences while completing authentication and adhering to mandated legislation, policy and procedures
Maintain detailed client interaction notes and other relevant paperwork, entering data into council's custom systems.