Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sarah van Geytenbeek

Brighton,TAS

Summary

Experienced Customer Support Assistant Team Leader bringing experience relating to quality performance in customer support leadership roles.


Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication, positive performance feedback, recognition of a job done well and creating an engaging team environment.


Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

12
12
years of professional experience

Work History

Customer Support Assistant Team Leader

TPG Telecom
04.2023 - Current
  • Coached new team members on service techniques and provided scoring through a quality assurance program.
  • Resolved customer service issues using company processes and policies and provided updates to customers via social media
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers and team members.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Created customer support strategies to increase customer retention.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.

Customer Support Advisor

TPG Telecom
02.2022 - 04.2023
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Retail Store Associate

TPG Telecom
01.2021 - 12.2021
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Answered questions about store policies and addressed customer concerns.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Engaged in on-going development of personal selling skills and product knowledge.
  • Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
  • Supported loss prevention goals by monitoring shopper behavior.

Client Service Officer

Serco Immigration Services, SIS
10.2011 - 11.2013
  • Act as primary contact for irregular maritime arrivals across nationwide detention centres including Pontville IDC+APOD, Leonora APOD, Scherger IDC, Wickham Point IDC, Curtin IDC, Blaydin Point APOD, Christmas Island, Yongah Hill IDC, Northern IDC
  • Conduct tasks such as client welfare, security checks and property storage
  • Periodically assigned to supervisory roles with eight to twelve teams working under me
  • Empower staff and detainees to maintain a safe environment
  • Induction and discharge of clients
  • Perform routine walk-throughs for facility and equipment inspection and storage
  • Training and delegation of duties to new staff
  • Handle all correspondences/technical reports
  • Accurate and precise record-keeping o Monitor and assess unsafe conditions/security concerns and valuable storage
  • Investigate and document all incidents, accident, and injuries and make appropriate recommendations to avoid future occurrence

Education

Certificate 4- Hospitality Management -

Tasmanian Polytechnic
Hobart, TAS
12.2009

Certificate 3- Hospitality (Food and Beverage -

Tasmanian Polytechnic
Hobart, TAS
08.2009

High School Diploma -

Calvin Christian High School
2007

Skills

  • Self-motivated, dependable, and enthusiastic
  • Excellent communication and organisational and customer service skills
  • Adaptable, team player
  • Ability to work in a fast-paced environment
  • Report writing and record keeping
  • Telephone Etiquette
  • Thorough understanding of Social Media Platforms
  • Maintain Professional Relationships
  • Customer Complaint Management
  • Adhere to Confidentiality Requirements
  • Team leadership and coaching
  • Cross-functional teams leadership
  • Leadership and team building

Timeline

Customer Support Assistant Team Leader

TPG Telecom
04.2023 - Current

Customer Support Advisor

TPG Telecom
02.2022 - 04.2023

Retail Store Associate

TPG Telecom
01.2021 - 12.2021

Client Service Officer

Serco Immigration Services, SIS
10.2011 - 11.2013

Certificate 4- Hospitality Management -

Tasmanian Polytechnic

Certificate 3- Hospitality (Food and Beverage -

Tasmanian Polytechnic

High School Diploma -

Calvin Christian High School

Similar Profiles

CREATE PROFILE
Sarah van Geytenbeek