Sabrina Smith
Glen Forrest
Summary
Experienced Customer Service Representative with 10 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Competent customer service consultant driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Overview
33
33
years of professional experience
Work History
Customer Care Specialist
HCF Insurance
11.2021 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Explained charges, fees, terms of sales and service agreements to over 35 customers daily.
- Responded to customer inquiries via phone, email and web-based platforms.
- Recorded product or service failure complaints and notified appropriate departments.
- Directed customers to appropriate departments for additional support.
- Communicated with customers to identify needs and expectations.
- Assessed and offered solutions to improve procedures and customer experiences.
Accounts Manager
Pioneer Credit Recovery
06.2021 - 09.2021
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Updated database and kept accurate records.
- Reviewed 70 accounts per day that were behind on payment to decide appropriate action.
- Negotiated with customers to assist with setting up payment plans satisfying needs of both parties.
- Maintained equipment and facilities in optimal condition to support optimal launch and recovery operations.
- Entered client details and notes into system for interdepartmental access and review.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Customer Service Specialist
Stellar Asia Pacific Pty Ltd
10.2018 - 06.2021
- Handled over 60 to 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Senior Sales Consultant
BANKWEST
10.2008 - 09.2018
- Provided high level of tailored service to each and every customer, which helped to build lucrative, lasting partnerships.
- Trained personnel in proven consultative sales approaches, as well as sales and follow-up processes.
- Exceeded customer requirements with accurate and deliverable solutions in 2 weeks.
- Explained important information regarding features and functions for various products so that customer was knowledgeable.
- Built and cultivated relationships with customers and turned prospective leads into happy clients by returning messages quickly and answering questions truthfully.
Call Centre Customer Service Consultant
Westpac Banking
05.1991 - 11.2008
- Handled 75 calls per day depend on different enquiries to address customer inquiries and concerns.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Maintained excellent attendance record, consistently arriving to work on time.
- Participated in team-building activities to enhance working relationships.
- Worked with high profile customers to understand needs and provide excellent service.
Education
No Degree - Marketing
Tafe Perth
Perth, WAHigh School Diploma -
Raffles Girl School
Singapore11.1979
Skills
- Computer skills
- Customer service
- Teambuilding
- Microsoft Office
- Conflict resolution
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Responding to Difficult Customers
Additional Information
I am reliable, punctual for work, friendly helpful team player who strike quality team work and goals. Achieve excellent customer service and KPI. Always work together as a team to assist customers daily needs and problem solving. While working with Stellar and did Centrelink job I am trained on 1st call resolution.
Will to accept full job training to suit job requirements and responsibilities..
I am available for job interview at your earliest convenience.
References:
1. Syed Muqtadir : 0470309504 (Former Team Manger - Pioneer Credit)
2. Bree Hill: 0418141556 (Clean Corp Manager-Former Stellar Team Manager)
3. Maria McDaillo : 0497176026 (APS4 NDIS Contact Centre Service Officer)
4. Jade Klensmith : 0422106656 (Former Team Manager- HCF Health Fund)
Timeline
Customer Care Specialist
HCF Insurance
11.2021 - Current
Accounts Manager
Pioneer Credit Recovery
06.2021 - 09.2021
Customer Service Specialist
Stellar Asia Pacific Pty Ltd
10.2018 - 06.2021
Senior Sales Consultant
BANKWEST
10.2008 - 09.2018
Call Centre Customer Service Consultant
Westpac Banking
05.1991 - 11.2008
No Degree - Marketing
Tafe Perth
High School Diploma -
Raffles Girl School
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