ROVELINE GOZALI
Melbourne,VIC
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
Work History
Customer Service Advisor
Bupa Health Insurance
04.2023 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Helped 70+ customers per day in high-volume setting and exceeded 70% quality target on consistent basis.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Responded to customer needs through competent customer service and prompt problem-solving.
Public Relations Intern | Customer Service
Suvidha
08.2022 - 10.2022
- Providing exceptional customer service as a first point of contact for potential teachers and existing donors via email and over-the-phone
- Building strong relationships with teachers and stakeholders
- Driving inbound and outbound customer service campaigns
- Creating new targeted content for Instagram/LinkedIn via Canva, enabling tracked engagement and resulting in 6 potential new teachers in 1 month
- Empathetically navigating complaints and feedback from diverse clients
- Accurately and promptly recording all customer interactions via MS Excel
- Recruiting two new teachers within first week of internship, one in Peru and the other in Hong Kong
- Collaborating with a team to launch a new portal for students, requiring effective cross-department communication
- Developing short and long-term public relations strategies.
Customer Service & Market Stall Manager
Indomie
02.2021
- Delivering operational support by organising the end-to-end stall set up
- Providing premium customer service to attendees and using relationship-based sales strategies, e.g
- Showcasing product usage, sharing knowledge
- Engaging customers to follow Indomie on a social media platform to access an exclusive game, resulting in a 25% increase in Followers in 1 day
- Implementing a rotating roster that allowed all team members to carry out different functions, increasing productivity and collaboration
- Selling 100% of products and merchandise assigned.
Customer Service & Sales Associate
Joysurf
11.2019 - 12.2020
- Attending to all customer enquiries, ensuring customer satisfaction through efficient and prompt service, decreasing wait times by 50%
- Handling high call volumes during peak seasons, managing ≤ 20 calls p/d
- Delivering a positive customer experience by greeting each customer and acting as a concierge, identifying customer needs to match with products
- Building strong relationships and trust with customers, resulting in returning customers, frequently receiving requests for personal assistance
- Exceeding sales targets by 25% during high-volume shopping periods
- Providing expert guidance to customers on product selection, handling complaints and returns empathetically, educating customers on policies
- Managing stock levels including restocking shelves, racks, and bins with new merchandise and updated signage to promote special items
- Utilising POS system to effectively manage cash register, sales and returns
- Overseeing deliveries and mail orders for e-commerce operations.
Festival Organiser
Spring Fling Festival
10.2019 - 10.2019
- Organising the arrangement of stalls to enhance the customer experience
- Assisting customers with navigating the event on the day of the festival including meeting and greeting, giving directions & being the 'go to' person
- Managing timelines effectively, balancing student workload & volunteering.
Education
Bachelor of Criminology and Psychology -
RMIT University
Melbourne, VIC01.2021
Foundational Studies -
The University of Melbourne, Trinity College
Melbourne, VIC01.2018
High School Diploma -
SMAK ST. Fransiskus Assisi
Samarinda 06.2017
Skills
Customer Relationship Management
Teamwork and Collaboration
Goal Setting
Decision-Making
Problem-Solving
MS Office
Languages
English
Native or Bilingual
Bahasa Indonesia
Native or Bilingual
Referee Details
Available upon request
Timeline
Customer Service Advisor
Bupa Health Insurance
04.2023 - Current
Public Relations Intern | Customer Service
Suvidha
08.2022 - 10.2022
Customer Service & Market Stall Manager
Indomie
02.2021
Customer Service & Sales Associate
Joysurf
11.2019 - 12.2020
Festival Organiser
Spring Fling Festival
10.2019 - 10.2019
Bachelor of Criminology and Psychology -
RMIT University
Foundational Studies -
The University of Melbourne, Trinity College
High School Diploma -
SMAK ST. Fransiskus Assisi
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