Sarah Duggan
Geelong,VIC
Summary
Highly experienced and skilled customer service specialist with over five years' experience studying and working in the Australian music/entertainment industry. Currently a CX Specialist for an online company, I am adept with Zendesk- particularly Zendesk Support and Zendesk Sell. I am a freelance music journalist, interviewing some of the biggest names in alternative music, as well as reviewing some of the most successful albums and live shows.
Overview
3
3
years of professional experience
Work History
Freelance Music Journalist
Beat, The Music, The AU Review
06.2023 - Current
- Conduct professional interviews with established musical artists.
- Transcribe interviews.
- Write feature articles on events, locations and artists, including editing and publishing the piece.
- Work to a tight deadline and manage a busy workflow.
- Liaise with editors to bring in work, pitch articles and make sure they're ready for posting/print.
CX Specialist
Custom Neon
07.2022 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Utilised telephone, online chat, and email platforms to deliver outstanding customer service.
- Solely managed a busy global inbox as the first point of call for all customer enquiries.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Reduced response times by implementing effective communication channels between customers and support agents.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
Bank Teller
NAB
12.2020 - 07.2022
- 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.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
Education
Bachelor of Entertainment Business Management - Music Industry
JMC Academy
South Melbourne05.2019
Skills
- Proficient with Zendesk, in particular Zendesk Support and Zendesk Sell
- Proficient with Microsoft Office, in particular Excel and Word
- Skilled with Adobe Illustrator
- Outstanding customer service, including handling complaints and conflict resolution
- Wonderful written and verbal communication, and the ability to write and respond to hundreds of emails per day and answer a high volume of phone calls
- Highly skilled at writing, including writing copy, interviews and feature articles
Timeline
Freelance Music Journalist
Beat, The Music, The AU Review
06.2023 - Current
CX Specialist
Custom Neon
07.2022 - Current
Bank Teller
NAB
12.2020 - 07.2022
Bachelor of Entertainment Business Management - Music Industry
JMC Academy
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