Samarah Natale
Doncaster
Summary
An individual bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Knowledgeable and dedicated customer service professional with extensive experience in the dental and customer service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
National Australia Bank
10.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- 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.
- Responded proactively and positively to rapid change as was apart of NAB's Citi- NAB project
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Melbourne BMW/Inbound Call Center Sales Representative
Auto Sports
04.2023 - 10.2023
- Handled a high volume of inbound calls per shift to offer callers product and service information and bookings
- Resolved customer complaints efficiently, ensuring a positive experience and fostering long-term relationships.
- Maintained a high level of product knowledge, staying up-to-date on new features and offerings to provide expert guidance to customers.
- Contributed to team KPI targets by consistently meeting and exceeding individual performance goals.
- Supported colleagues in achieving collective goals through peer coaching, constructive feedback sharing, and consistent teamwork efforts.
- Achieved positive outcomes on challenging calls by leveraging advanced problem-solving abilities combined with empathetic listening skills.
- Demonstrated excellent multitasking abilities by managing multiple inbound calls simultaneously while maintaining attention to detail.
- Made average of 60 outbound and inbound calls per day.
Dental Assistant/ Assistant Manager
Holistic Dental Donvale
02.2019 - 10.2023
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices for a three room practise
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Explained treatment procedures and instructed patients on home care guidelines.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies and reducing waste and optimizing resource allocation.
- Increased patient retention by building rapport through excellent communication skills and a friendly demeanor.
- Scheduled appointments, prepared bills, and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining.
- Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
- Scheduled and confirmed patient appointments.
- Managed payroll administration duties efficiently to minimize errors in timekeeping records or payment discrepancies.
- Implemented effective marketing strategies, leading to increased new patient acquisition and overall revenue growth for the dental practice.
- Developed an effective employee performance evaluation system to provide constructive feedback and encourage continuous improvement among staff members.
- Developed a strong team culture, resulting in increased employee retention and reduced turnover within the dental practice.
- Managed office within budget guidelines for clerical and auxiliary supply purchases, equipment upgrades, and labor costs.
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Complaint Handling
- Microsoft
- Administrative Support
- Customer Relationship Management (CRM)
- Staff Training
Timeline
Customer Service Representative
National Australia Bank
10.2023 - Current
Melbourne BMW/Inbound Call Center Sales Representative
Auto Sports
04.2023 - 10.2023
Dental Assistant/ Assistant Manager
Holistic Dental Donvale
02.2019 - 10.2023
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