Selina Akter
Padstow,Australia
Summary
Seeking a challenging position with responsibility in a prestigious organization like the Dentolprenr where I can use my knowledge, skills and experience to accomplish given task. I am looking to switch gears from my home business to work in a high-paced company to work with determination dedication towards enhancing this company’s values and image in a client facing role through social, digital, telecommunication and print media.
Overview
12
12
years of professional experience
Work History
Inbound Call Centre
Woolworths LTD
Mascot, Australia
01.2016 - 01.2022
- Answered incoming customer calls, providing excellent customer service and resolving inquiries.
- Provided product information to customers and answered questions regarding products or services.
- Explained company policies and procedures to customers in a courteous manner.
- Identified customer needs by actively listening to the caller's inquiry.
- Offered solutions for difficult customer service issues based on established guidelines and procedures.
- Demonstrated ability to multi-task while speaking with customers.
- Consistently met call center performance standards.
- Stayed current on new products, services, features, promotions, pricing changes.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Documented all call information according to standard operating procedures.
- Greeted each caller in a friendly manner and established rapport.
- Maintained up-to-date case documentation for future reference.
Customer Service Representative
Myer
Sydney City, Australia
01.2013 - 01.2016
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Mentored junior team members and managed employee relationships.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Priceline
Town Hall, Australia
01.2010 - 01.2013
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Led on- and off-site customer support teams across multiple time zones.
- Contacted customers about potential service upgrades, new services and account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Took special orders in person and over telephone, generating additional revenue every month.
- Strengthened customer retention by offering discount options.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Education
Certificate III - Business administration
Tafe
Sydney, Australia01.2016
Certificate III - Customer service & Retail
Tafe
Sydney, Australia01.2014
Diploma - Business Management
Cornell Institute
Australia01.2012
Skills
- Excel
- Access
- PowerPoint
- Microsoft word
- Call handling
- Customer Service
- Training abilities
- System Administration
- Call Center Operations
- Operating systems
- Customer service expert
- Microsoft Outlook
- Complaint resolution
Languages
English
Full Professional
Bengali
Full Professional
References
References available upon request.
Timeline
Inbound Call Centre
Woolworths LTD
01.2016 - 01.2022
Customer Service Representative
Myer
01.2013 - 01.2016
Customer Service Representative
Priceline
01.2010 - 01.2013
Certificate III - Business administration
Tafe
Certificate III - Customer service & Retail
Tafe
Diploma - Business Management
Cornell Institute
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