Shona Aniseto
Saint Albans,VIC
Summary
Experienced Customer Service Professional who has been working and serving customers for over 6+ years. Always keen to take on more challenges and grow within industries that can connect customers for a excellent experience which includes problem solving to ensure that their needs are met.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Members Equity Bank
01.2023 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend, and holiday shifts.
- Excellent communication skills, both verbal and written.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Identified issues, analyzed information and provided solutions to problems.
- Exceeded personal sales targets consistently by utilizing effective communication skills and building rapport with clients.
- Developed expertise in various banking software platforms for increased proficiency in daily tasks and enhanced productivity levels.
Customer Service Cashier
Woolworths
10.2017 - 11.2022
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Counted money in drawers at beginning and end of each shift.
- Trained new cashiers, enhancing team efficiency and accuracy in transactions.
- Collaborated with team members to maintain smooth operations during peak hours.
- Upheld strict adherence to store policies and regulations, minimizing potential financial discrepancies.
- Assisted customers in locating products, improving overall shopping efficiency and satisfaction.
- Worked with floor team and managers to meet wide range of customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Demonstrated versatility by cross-training in various departments throughout the store when required.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
Work Experience
Natalie Hutchins Mps Office
04.2019 - 07.2019
- Coordinated and scheduled meetings and appointments.
- Streamlined office procedures by implementing efficient filing systems and organizing digital records.
- Supported staff on special assignments and ad hoc projects.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff,
- Interacted with customers by phone, email, or in-person to provide information
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Developed strong communication and organizational skills through working on group projects.
- Identified issues, analyzed information and provided solutions to problems.
Education
No Degree - Victorian Certificate of Applied Learning (VCAL)
Jackson School
Saint Albans, VIC12-2019
Skills
- Computer skills
- Customer service
- Issue and complaint resolution
- Microsoft office
- Data entry
- Banking software
- Call documentation
- Product knowledge
- Database management
- Customer account management
- Organizational skills
- Team collaboration
- Understanding customer needs
Timeline
Customer Service Representative
Members Equity Bank
01.2023 - Current
Work Experience
Natalie Hutchins Mps Office
04.2019 - 07.2019
Customer Service Cashier
Woolworths
10.2017 - 11.2022
No Degree - Victorian Certificate of Applied Learning (VCAL)
Jackson School
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