Summary
Overview
Work History
Skills
Timeline
Generic

Seda Demirkiran

Summary

Highly engaged and self-driven individual who is eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Positive and upbeat personality with strong relationship-building abilities along with extensive experience in customer service, leadership who is seeking the next challenge to learn, grow and excel.

Overview

8
8
years of professional experience

Work History

CEO Complaints Specialist

Telstra
06.2022 - Current
  • Had multiple secondments and leadership opportunities such as 2IC whilst TL was on leave
  • Secondment in Triage for CEO and MP inbox, liaising with the office of CEO and manage key stake holder relationships
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Engage with customers with interest and empathy, communicating effectively to identify their needs and resolve any concerns in a seamless customer experience, including appropriate handling of customers in vulnerable circumstances.
  • Apply knowledge of Telstra's products and services to confidently solve problems and create value for our customers through personalized solutions.
  • Take ownership of customer issues and effectively manage end to end delivery of Telstra's products and services within designated timeframes.
  • Investigated customer complaints, identifying and changing processes to remove faults.

BUSINESS SALES & SERVICE CONSULTANT/ SME

TELSTRA
02.2021 - 06.2022
  • Answering inbound calls from customers who have general account enquiries, account disputes and complaints regarding their accounts
  • Providing on the spot dispute resolutions to ensure customer advocacy
  • Being a leader as a SME within the Small Business Inbound space
  • Assisting agents with complex complaint billing and using critical thinking to resolve the enquiry for the customer
  • Building key relationships within the business
  • Giving on the spot coaching to agents where required to better themselves and build on their knowledge to give a better customer experience

CREDIT LENDING ANALYST

TOYOTA FINANCIAL SERVICES
09.2019 - 12.2020
  • Assess creditworthiness of consumer and commercial grade applications
  • Assess risk and profile of guests using 5 C's of credit to determine lend suitability
  • Conduct employment and credit references
  • Exercise DLA to maximize lending outcomes within TFS risk appetite
  • Build, manage and establish rapport with internal and external stakeholders
  • Assisting team leader with essential operational tasks such as running team meetings, huddles, provide training and coaching to new team members along with other tasks allocated to assist with leadership journey

CUSTOMER CARE AGENT

MIELE
09.2018 - 09.2019
  • Seda Demirkiran | Sedaseren.demirkiran@team.telstra.com |
  • 0421 926 695
  • Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service
  • Scheduling Miele Technicians to go out and visit customers with appliance faults where trouble shooting was unsuccessful, dealing with bookings for all of Australia and New Zealand
  • Liaising with the warehouses daily to ensure correct stock on hand to schedule and allocating drivers to appropriate delivery routes
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • First point resolution on every call especially inbound call by assisting customers with setting appointments, shipping and special-order requests, and arranging merchandise pick-up at other locations
  • Making outbound calls to confirm order delivery and ensure all details are accurate and amending accordingly, additionally processing payments not yet made and arranging installation if required

Multiple Roles

NATIONAL AUSTRALIA BANK
09.2015 - 09.2018
  • The positions listed below were all carried out within the same business unit and were a result of
    many successful internal promotions.
    Apr 2017 to Sep 2018; Business & Private Retention
    Mar 2016 to Apr 2017; Mortgage Retention Unit Discharge Team
    Jan 2016 to Mar 2016; Outbound Broker Retention
    Sep 2015 to Jan 2016; Outbound Homeloan Specialist
    Feb 2015 to Sep 2015; Inbound Customer Service/ Assistant Team Leader:
  • Customer Service:
    Provide exceptional customer service by having needs-based conversations and provide
    tailored solutions for inquiries by, whilst adhering to banking compliance guidelines and
    uncovering future needs for the customer.
    • Stakeholder Relationship Management:
    Maintaining new and existing relationships within various key business stakeholders and
    providing weekly reporting to present to management.
    • Credit Assessment:
    Assessment and decision making of credit applications in line with NCCP regulations.
    • Conflict Resolution:
    Identifying internal/external problems and providing a resolution that upholds customer
    advocacy.
    Effectively manage customer complaints and escalations Building sustainable
    relationships with customers and promoting customer advocacy
    • Business Policy’s:
    Maximized team knowledge and productivity by effectively training, monitoring, and
    directing employees in application of best practices and regulatory protocols.
    • Leadership:
    Playing an integral role for all new members by providing extensive training, side by side
    coaching and on the spot feedback, along with any other ad-hoc training required.
    Sought out training opportunities to enhance customer relationship management
    abilities and further boost satisfaction scores

Skills

  • Excellent analytical and problem-solving skills
  • High attention to detail
  • Customer & Stakeholder Relationship Management
  • Extensive experience as a SME within Small Business at Telstra
  • Passion to assist customers
  • Strong relationship skills and collaborative approach to working with others

Timeline

CEO Complaints Specialist

Telstra
06.2022 - Current

BUSINESS SALES & SERVICE CONSULTANT/ SME

TELSTRA
02.2021 - 06.2022

CREDIT LENDING ANALYST

TOYOTA FINANCIAL SERVICES
09.2019 - 12.2020

CUSTOMER CARE AGENT

MIELE
09.2018 - 09.2019

Multiple Roles

NATIONAL AUSTRALIA BANK
09.2015 - 09.2018

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Seda Demirkiran