SARAH BOTTING
Saratoga
Summary
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.
Overview
27
27
years of professional experience
Work History
Office Manager
Shade & Frost Glass Tinting Pty Ltd
10.2008 - Current
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and stocking and shipment receiving.
- Coordinated with vendors and suppliers to facilitate timely payments.
- Performed accounts receivable collections for past due accounts by conducting collection calls.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Handled customer inquiries and suggestions courteously and professionally.
- Played an integral role in securing new contracts by providing detailed cost breakdowns that demonstrated value to customers.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Boosted customer engagement through regular posting of relevant and interactive content on various social media platforms.
- Maintained company's online social presence and created branded communications for social media campaigns.
Administration/ Receptionist Assistant
Mortgage Choice Lake Haven
05.2012 - 11.2012
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted manager in all aspects of business operations.
- Streamlined appointment scheduling for increased accuracy and improved customer satisfaction.
- Maintained detailed records and filing systems, ensuring easy access to vital information.
- Enhanced office efficiency by managing incoming calls and greeting visitors in a professional manner.
- Managed office supply inventory, keeping supplies well-stocked while controlling expenses.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer database.
Night fill
Woolworths
08.2008 - 11.2010
- Supported sales goals by ensuring high-demand items were consistently stocked and easily accessible for customers.
- Enhanced customer satisfaction by assisting in locating desired products and providing accurate information.
- Contributed to cost-saving measures by identifying damaged or expired items for removal from inventory promptly.
- Maintained updated knowledge of product offerings to provide accurate information to customers upon request.
- Assisted in training new employees on proper stocking procedures, increasing overall team productivity.
- Increased stock accuracy by diligently organizing and replenishing inventory.
- Monitored stock levels regularly to proactively identify low-inventory items requiring replenishment.
- Safeguarded against theft or damage by following proper storage and security procedures.
- Greeted customers and directed to requested products.
Customer Service Call Center Representative
ING Direct
05.2008 - 09.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
- Achieved personal performance goals through effective call management, prioritization, and time management.
- Demonstrated a commitment to ongoing professional development by participating in regular trainings on new products, services, policies, procedures updates.
- Contributed to team success by actively participating in training sessions, workshops, and continuous improvement initiatives.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Sales officer / Bank Teller
Bendigo Bank Ettalong Beach
11.2006 - 06.2007
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Turned in excess cash to maintain drawer security.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Assisted customers with compromised debit cards and issued new credentials.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Sold and cross-sold bank products to new and existing customers.
- Assisted with training of new tellers on policies and procedures.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Assisted customers with banking needs and inquiries.
Loans Sales Officer / Legal and Compliance Officer
Lombard Finance St Leonards
10.2003 - 11.2006
- Achieved high levels of accuracy in loan document preparation by double-checking figures and data entries before submission for approval review.
- Managed a diverse caseload of secured loans effectively, consistently meeting deadlines while maintaining high-quality work standards.
- Contributed ideas during team meetings aimed at continually refining internal processes for maximum efficiency within the department.
- Monitored loan performance indicators regularly for early detection of potential issues or delinquencies, facilitating prompt remedial action when necessary.
- Supported team members in their tasks, fostering a collaborative work environment for optimal productivity.
- Reduced errors in loan applications through diligent attention to detail and thorough verification of documentation.
- Streamlined communication between departments, improving overall efficiency and reducing processing times.
- Played an integral role in updating company policies related to the post-approval process, aligning with evolving industry regulations and lending practices.
- Developed strong working relationships with underwriters, appraisers, closing agents, resulting in seamless coordination during the post-approval process.
- Coordinated with other departments to resolve discrepancies in loan files quickly, minimizing potential delays in the funding process.
- Handled any conditions sent from underwriting departments.
- Provided quick turnaround times to maintain fast-past schedule.
- Utilized loan origination software to process and track loan applications.
- Analyzed credit reports to determine eligibility of applicants and capacity for loan products.
- Collaborated with loan officers to develop strategies for managing loan application processing.
- Advised loan officers to comply with loan guidelines and apply best practices.
- Negotiated loan terms and conditions with customers to secure best deal.
- Collected on delinquent accounts to reduce overdue balances.
- Developed strong relationships with customers to foster timely payments and account resolution.
Loans Sales Officer (Customer service Representative)
GE Finance and Insurance
03.2000 - 10.2003
- Enhanced customer satisfaction with timely follow-ups and personalized service.
- Responded to customer needs by answering questions and providing detailed information about [Product or Service].
- Boosted sales performance by identifying and targeting high-potential leads.
- Cultivated strong relationships, establishing trust and loyalty among clients.
- Participated in regional sales meetings, sharing insights with colleagues and fostering teamwork across departments.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Achieved performance goals on consistent basis.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Documented customer payment interactions and account statuses for future reference.
- Assisted in training new hires on company policies, procedures, and best practices for effective debt collection techniques.
- Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Advised clients on mortgage, education and personal loans.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
- Developed and implemented marketing campaigns to attract new customers.
Optical Sales Consultant
OPSM
07.1999 - 03.2000
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Followed up with existing customers to provide additional support and address concerns.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
Optical Telephone Operator / Call Centre/Warehouse
OPSM (Head Office)
09.1997 - 07.1999
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
Bachelor of Arts (Fine Arts) -
University Western Sydney
01.1999
Higher School Certificate -
Jamison High
01.1996
Certificate in Travel -
Western Sydney Institute
01.1995
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Data Entry
- Customer Relations
- Clear oral/written communication
- Scheduling and calendar management
- Administrative Support
- Credit and collections
- Relationship Building
- Mail handling
- Scheduling
- Conflict Management
- Employee Training
- Problem-solving abilities
- Active Listening
- Call center experience
- Money handling abilities
- Complaint Handling
- Payment Processing
- Client Relations
- Professional telephone demeanor
- Call Center Operations
Mob
0410 516 167
Personal Information
Date of Birth: 06/1978
References
- Ms Kym Keller, Bendigo Bank Ettalong Beach, Supervisor, 02 43444206
- Ms Sam Malison, Woolworths Woy Woy, Duty Manager, 02 4343 9710
Timeline
Administration/ Receptionist Assistant
Mortgage Choice Lake Haven
05.2012 - 11.2012
Office Manager
Shade & Frost Glass Tinting Pty Ltd
10.2008 - Current
Night fill
Woolworths
08.2008 - 11.2010
Customer Service Call Center Representative
ING Direct
05.2008 - 09.2009
Customer Service Sales officer / Bank Teller
Bendigo Bank Ettalong Beach
11.2006 - 06.2007
Loans Sales Officer / Legal and Compliance Officer
Lombard Finance St Leonards
10.2003 - 11.2006
Loans Sales Officer (Customer service Representative)
GE Finance and Insurance
03.2000 - 10.2003
Optical Sales Consultant
OPSM
07.1999 - 03.2000
Optical Telephone Operator / Call Centre/Warehouse
OPSM (Head Office)
09.1997 - 07.1999
Bachelor of Arts (Fine Arts) -
University Western Sydney
Higher School Certificate -
Jamison High
Certificate in Travel -
Western Sydney Institute
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