Shirlly (Shirley) Tjan
Sydney
Summary
Driven Customer Service Consultant with significant experience in managing customer concerns and inquiries. Demonstrates strong problem-solving skills, ability to build rapport with diverse clientele, and adeptness at maintaining high-level customer satisfaction. Recognized for delivery of quality service, resulting in increased customer retention rates and positive feedback.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
5
5
years of professional experience
Work History
Customer Service Consultant
Smart Group
09.2023 - Current
- Maintain customer accounts for any missing payment, mis-deduction, recalculate benefits (Salary Packaging)
- Explain benefits to customers
- Guide customers using Smart portal/website
- Doing general emails
- Doing live web-chat
- Handle Financial Planner calls
- Able to navigate all systems: PureCloud, Sales Force, Pacman.
- Able to de-escalate calls.
- Managed to create many leasing lead account for Novated Lease.
- Able to handle 85 calls in one day in December 2024.
- Assigned by Team Leader during leave, to make daily customer feedback and leasing lead account reports.
- Finished Tier 1 Vehicles Training
- Assisted customers with inquiries and product information effectively.
- Resolved customer complaints through active listening and problem-solving techniques.
- Managed customer accounts using CRM software to track interactions.
- Collaborated with team members to enhance service delivery and efficiency.
- Maintained accurate records of customer interactions for follow-up actions.
- Greeted customers and answered inquiries promptly and professionally.
- Developed relationships with customers to ensure repeat business opportunities.
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
- Conducted outbound calls to follow up on pending orders or resolve ongoing issues quickly.
- Adhered to company policies while providing excellent customer service.
- Performed troubleshooting steps to identify root cause of technical problems.
- Assisted customers in navigating website for online orders or account management needs.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Collaborated with colleagues across departments to ensure satisfaction of customer requests.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Utilized problem solving skills to resolve customer issues quickly and effectively.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Novated Operation Officer
SG Fleet
06.2023 - 07.2023
- Maintain customer accounts for any missed salary deductions.
- Giving quotes to customers.
- Able to understand EFM and Autopak systems.
- Able to analyse customers request.
- Assisted in processing driver and vehicle data through internal systems.
Call Centre Market Research Interviewer (casual)
KANTAR
02.2023 - 06.2023
- Company Overview: Australia
- Outbound calls doing survey by interviewing people with questions that has been provided on script.
- Australia
- Able to perform based on the time frame (KPI) given for each and every interview.
- Conducted in-depth interviews to gather consumer insights and opinions.
- Maintained confidentiality and ethical standards during participant interactions.
- Conducted phone interviews of political, social and consumer topics.
Administration
NSW FARMERS
05.2023 - 06.2023
- Doing administration task of letters and make report to the manager.
Call Centre Fundraising (trainee)
Raisers Hub
02.2023 - 02.2023
- Company Overview: Australia
- Outbound calls for welcome calls program and retention program for existing supporters. All the calls dialed automatically from the company.
- Australia
- Able to reach almost 70% target when did the welcome calls by collecting and updating supporters data.
- Able to reach 65% target when did retention program for New Zealand in day one of training.
- Able to persuade some supporters increasing their charity.
Telemarketer and Stock Controller
INDONESIA
01.2021 - 11.2022
- Selling products and receiving orders via telephone.
- Monitoring stock availability.
- Update stock cards regularly.
- Report to the head of the warehouse.
- Was able to increase selling by 35% in the first two months.
- Successfully worked on several new areas.
- Able to retain old customers with large purchases.
Caregiver
INDONESIA
- Make appointments with doctor.
- Monitoring daily medicine intake.
- Preparing the daily needs, such as food, clothes, toiletries, etc.
- Creating fun activities, such as listening to music, watching tv, telling story, reading books, walking in the garden, etc.
Education
Graduate - Faculty of Letters
Sam Ratulangi University
Manado, IndonesiaSkills
- Customer account management
- CRM software utilization
- Technical troubleshooting
- Customer relationship management
- Effective communication
- Problem resolution
- Team collaboration
- Time management
- Active listening
- Reporting accuracy
- Empathy in service
- Conflict de-escalation
- Adaptability in tasks
- CRM software
- Call center experience
- Complaint handling
- Inbound call management
- Prioritization
- Call center operations
- Lead generation
- Documentation
- CRM software proficiency
- Support case resolution
- Account updating
- Product and service solutions
- Email management
- High-energy attitude
- Follow-up skills
- Cultural awareness
- Adaptability and flexibility
- Quality control
Social Activity
- Volunteering as retail assistant at RED CROSS OP SHOP in Darlinghurst.
- Christmas gift wrapping with Wesley Mission Sydney – NSW.
- Participating in preparing and distributing gifts to the orphanage and to some poor families in INDONESIA.
- Writing blogs, posting good stuff on social media, observing individual behaviour on social media, observing how scammers act on social media so that, can warn friends who use social media. Follow fashion trend on social media.
- Worship every Sunday with the elderly. Question and answer the Buddha's truth Dharma with the elderly in INDONESIA.
Languages
- Indonesian, native speaker
- English, speaking and listening actively
Personality
I am a self-driven person who always shows enthusiasm. I am a hard worker and take pride in my work. I have good interpersonal skills with a sense of humour, empathy, organised, good time management, willingness to learn, and adaptable with any challenging situation. I am able to work under pressure and reach the target with the tight deadline.
Other
- Statement of Attainment in Individual Support
- Statement of Attainment Provide First Aid
Timeline
Customer Service Consultant
Smart Group
09.2023 - Current
Novated Operation Officer
SG Fleet
06.2023 - 07.2023
Administration
NSW FARMERS
05.2023 - 06.2023
Call Centre Fundraising (trainee)
Raisers Hub
02.2023 - 02.2023
Call Centre Market Research Interviewer (casual)
KANTAR
02.2023 - 06.2023
Telemarketer and Stock Controller
INDONESIA
01.2021 - 11.2022
Caregiver
INDONESIA
Graduate - Faculty of Letters
Sam Ratulangi University