Sebastian Van Der Schoor
Coolbellup,WA
Summary
Customer Service Representative bringing high-end skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by employing service-oriented behaviours, understanding member needs and providing customised solutions to build loyalty and brand growth.
Overview
10
10
years of professional experience
Work History
Outbound Customer Service Representative
HBF Health Fund
02.2021 - Current
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Made outbound lead follow-ups to potential and existing members by telephone and email to qualify leads, and retain existing member base via Salesforce records.
- Educated members on offerings and upsold products and services to increase revenue.
- Delivered constructive suggestions to Team Leader for improving outbound processes.
- Processed debit and credit card and electronic check payments.
- Mail out materials as requested by members.
Member Advocate
HBF Health Fund
01.2022 - 12.2022
- Researched and applied relevant healthcare laws and regulations to support compliance.
- Assisted members in navigating complex healthcare systems and procedures to reduce emotional strain.
- Worked collaboratively and effectively with staff from all departments to coordinate resolutions.
- Responded to member concerns and feedback with compassionate and knowledgeable service, monitoring progress and keeping member informed over their case.
- Educated members on healthcare options and financial support resources.
- Processed insurance claims and payments.
Inbound Customer Service Representative
HBF Health Fund
09.2019 - 01.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards. Answered telephone, written and e-mail inquiries with friendly greeting to create positive inbound contact experience for members.
- Asked fact-finding questions to determine customer needs and expectations and recommend specific products and solutions.
- Resolved high volume and complex inquiries and complaints to satisfy customers and encourage future transactions.
- Participated in training of additional Member Experience Consultants and sought out extra personal training opportunities to enhance customer relationship management abilities.
Import Coordinator
Mediterranean Shipping Co
06.2016 - 06.2019
- Developed effective relationships with staff and customers through clear communication.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.
- Accurately input shipment details into company's system.
- Coordinated shipments of product from country of origin to final destination by both air and land transport.
Activities Assistant Volunteer
Campbelltown Blues Australian Football Club
01.2015 - 12.2015
- Implemented and developed programs to promote physical fitness, teamwork and healthy living.
- Planned, coordinated and implemented activities and games that encouraged learning, skill and game development and social growth, to address needs of participants with varying abilities.
- Collaborated with parents and other club representatives to provide clear instruction to program participants to deliver fun and maintain safety.
- Monitored participation in recreational activities to provide assistance to participants.
- Kept athletic and games equipment and facilities organized and maintained.
Camp Site Staff Member
Wedderburn Christian Campsite
01.2014 - 12.2015
- Organized activities that developed children's physical, emotional and social growth.
- Followed detailed directions from management to complete daily work.
- Volunteered to help with projects of varying degrees of complexity.
- Collaborated with classroom teachers to keep activities running smoothly.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Education
Diploma - Logistics And Materials Management
Royal Melbourne Institute of Tech
Online12.2015
Skills
- Customer Service and Client Relationship Expert
- Customer Complaint Resolution
- Problem solving skills
- Determined and reliable work attitude
- Verbal and Written Communication
- Adaptive Team Player
- Team Leadership and Collaboration
- Decision making, strong organizational skills and attention to detail
- New Product Information
- Data and trend forecasting
Timeline
Member Advocate
HBF Health Fund
01.2022 - 12.2022
Outbound Customer Service Representative
HBF Health Fund
02.2021 - Current
Inbound Customer Service Representative
HBF Health Fund
09.2019 - 01.2021
Import Coordinator
Mediterranean Shipping Co
06.2016 - 06.2019
Activities Assistant Volunteer
Campbelltown Blues Australian Football Club
01.2015 - 12.2015
Camp Site Staff Member
Wedderburn Christian Campsite
01.2014 - 12.2015
Diploma - Logistics And Materials Management
Royal Melbourne Institute of Tech
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