Roslynn Paongo
Griffin ,QLD
Summary
Adept at navigating high-stress environments, I enhanced customer loyalty and satisfaction at Diabetes Victoria through expert conflict resolution and empathetic service. Leveraging skills in problem-solving and Microsoft Office Suite, I consistently exceeded performance targets, driving sales growth and improving client relations through effective communication and detailed product knowledge. 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. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Diabetes Victoria
06.2017 - 05.2020
- 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 strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Call Centre Respresentative
Southern Stars Charitable Trust
03.2014 - 10.2017
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
Education
High School Diploma -
International Travel College of New Zealand
Auckland, New Zealand06.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Call Center Operations
- Client Relations
- Customer satisfaction measurement
- Scheduling
- Call Management
- Follow-up skills
- Microsoft Outlook
- Product Knowledge
- Paperwork Processing
- Data Collection
- Microsoft PowerPoint
- Microsoft Office Suite
- Order Processing
- Team Development
Languages
Tonga
Native or Bilingual
Timeline
Customer Service Representative
Diabetes Victoria
06.2017 - 05.2020
Call Centre Respresentative
Southern Stars Charitable Trust
03.2014 - 10.2017
High School Diploma -
International Travel College of New Zealand
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