Summary
Overview
Work History
Education
Skills
Timeline
Generic

Roberta Bucedi

Leopold,VIC

Summary

Diligent Customer Service Advisor with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Medibank
08.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Admin/Receptionist

Flash Fascia & Gutter
02.2018 - 01.2021
  • Handled diverse needs for clients in person, by phone or through email
  • Managed a high call volume (incoming)
  • Screened and verified visitors for identification credentials to maintain security of personnel and office environment
  • Used Microsoft Office suite programs daily
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.

Subject Matter Expert

Origin Energy
06.2013 - 07.2016
  • Identified key performance indicators, guided team members on refining procedures to improve outcomes
  • Provided one-on-one support for team members
  • Recommended and oversaw implementation of systems
  • Partnered with team members to identify and address challenges or opportunities
  • Identified needs of customers promptly and efficiently
  • Enforced company policies, answered coworker’s questions and trained new personnel

Education

CERT. 3 BUSINESS ADMINISTRATION -

GORDON TAFE
GEELONG, VIC
11.2011

CERT. 4 HOSPITALITY -

GORDON TAFE
GEELONG, VIC
08.1997

VCE -

SACRED HEART COLLEGE
Geelong, VIC
11.1996

Skills

  • Call handling
  • Meeting preparation
  • Multi-line telephone skills
  • Organization and efficiency
  • Multitasking and prioritization
  • Tech-savvy
  • Meticulous and organized
  • Data entry
  • Follow-up skills
  • Call Center Operations
  • Professional telephone demeanor
  • Complaint resolution
  • Correspondence writing
  • PC proficient
  • Security understanding
  • Service-oriented mindset
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience
  • Complaint Handling
  • Product Knowledge

Timeline

Customer Service Representative

Medibank
08.2022 - Current

Admin/Receptionist

Flash Fascia & Gutter
02.2018 - 01.2021

Subject Matter Expert

Origin Energy
06.2013 - 07.2016

CERT. 4 HOSPITALITY -

GORDON TAFE

CERT. 3 BUSINESS ADMINISTRATION -

GORDON TAFE

VCE -

SACRED HEART COLLEGE

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