Scott Casaretto

Centrelink

03.2001 - 12.2008

Handled customer inquiries and suggestions courteously and professionally.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Developed customer service policies and procedures to meet and exceed industry service standards.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Met customer call guidelines for service levels, handle time and productivity.
Trained staff on operating procedures and company services.
Cross-trained and provided backup support for organizational leadership.