Sharlene Binks
Australind,WA
Summary
Dynamic professional with a proven track record in customer engagement and relationship building, honed at QBE Insurance. Excelled in enhancing customer satisfaction and loyalty, leveraging expertise in product and service knowledge and complaint handling. Achieved significant improvements in service delivery through effective team collaboration and innovative process optimization.
Overview
32
32
years of professional experience
Work History
Salesperson
Impulse Cycles
01.2018 - 06.2018
- Worked to build relationships with customers and built potential for additional sales.
- Developed relationships with clients for increased loyalty and repeat business.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
Branch Manager
Qbe Insurance Group
07.2011 - 12.2017
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
Customer Service Officer
QBE Insurance
01.2002 - 06.2011
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Provided primary customer support to internal and external customers.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Customer Service Officer
QBE Insurance
08.1986 - 01.2002
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
Education
High School Diploma -
Yule Brook College
Maddington, WANo Degree - Secretarial Studies And Office Administration
South Metropolitan TAFE
Thornlie, WACertificate IV Financial Services
McMillan Staff Development
04.2011
Skills
- Customer care
- Relationship Building
- Customer Relationship Building
- Customer Engagement
- Product description
- Complaint Handling
- Customer Service
- Product and service knowledge
- Cash Handling
Timeline
Salesperson
Impulse Cycles
01.2018 - 06.2018
Branch Manager
Qbe Insurance Group
07.2011 - 12.2017
Customer Service Officer
QBE Insurance
01.2002 - 06.2011
Customer Service Officer
QBE Insurance
08.1986 - 01.2002
High School Diploma -
Yule Brook College
No Degree - Secretarial Studies And Office Administration
South Metropolitan TAFE
Certificate IV Financial Services
McMillan Staff Development
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