Silia Ili

• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Answered customer inquiries via phone and email and provided accurate information regarding products and services.
• Maintained a high level of professionalism when dealing with difficult customers.
• Developed positive relationships with customers through friendly interactions.
• Assisted customers with queries via finance contracts, refunds and technical support with the Mercedes Me Finance app.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Promoted customer satisfaction by resolving problems and customer concerns, maintaining calm, with knowledgeable and friendly service.
• Cross-trained in Collections and assisted with collecting overdue payments and managing overdue account ledger.
• Trained new staff, as well as provided cross-training to colleagues in the AU team who needed cross-training on NZ systems.
• De-escalated problematic customer concerns
• Supported new business team to drive growth and development and retain contracts with returning customers.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved customer complaints efficiently with empathy, resulting in increased loyalty and repeat business.

Responsible for supporting and assisting both existing and perspective customers through all forms of communication (Phone, Email, Live Chat) with enquiries and resolving queries at first point of contact relating to BMW Finance and Services.

• Handling inbound and outbound calls arising from customers, dealer network and internal stakeholders.
• Managed internal email inboxes with customer, dealer and authorized third party requests.
• Processed financial transactions as required (e.g refund processing, contract write off, updating bank details, interest rebate quotes, settlement/refinance quotes)
• Administrative tasks; Preparing documents and processing requests for Insurance claims, Deed of assignments, Deceased estates, Bankruptcy and Liquidations, Principal & Interest Schedules and Clear Title letters.
• Make appropriate database entries & updates into customer database including account maintenance (i.e updating customer information, Change of Payments)
• Managed customer complaints through discussion and problem solving - offering alternative solutions according to company policies and procedures.
• PPSR Officer - Managed calls/email inbox for PPSR Register which includes PPSR registrations, discharges, amendments, manual registrations and discharges for entire NZ/AU market.
• Trained new and existing staff as well as cross trained staff from other Departments/Markets -AU to NZ (Created training manuals/processes and conducted training. Also involved in Project ma)
• Lead generation/retention for BMW Products and services available (i.e new finance business, refinance opportunities, insurance, Test drives)
• Handled queries via Livechat for BMW sales and finance products and services.
• End to end management of all customer complaint cases for Aftersales.
• Management of Driving Experience bookings.
• Liaising with internal and external stakeholders to seek resolution to customer queries and complaints related to products and services.
• Identified and contributed to process improvements. (process maps and updated department processes)
• Assisted Collections Department - trained in following up arrears, dishonour fees, default interest interest payments and payment arrangements)
• Cross-trained to assist other internal departments within business (i.e Hardship and Settlements team - database entries, preparing and processing documents for hardship and settlements team)
• Meet and exceed KPI's and Customer Experience metrics.
• Liaised and worked closely as risk & compliance officer with internal departments as well as dealer network.

• Take Inbound calls from Energy Australia customers
• Set up Electricity & Gas connections for customers
• Organise Electricity & Gas disconnections for customers.
• Answered customer questions about products and services and recommended appropriate plans/solutions.
• Managed customer disputes and provided resolutions.

Residential Scheduling

Liaise with customers to schedule/make appointments for technicians to attend and install services requested by clients.

• Inbound and outbound calls emails to customers/client.
• Workforce Scheduling - Record technician availability to assign work to tasks appropriate to skill set.
• Job management - Creation, monitoring and closure of all internal and client activity
• Customer and Internal reporting
• Front of house support

Business & Residential Installations and faults

Coordinate and manage Business and Residential installations and faults requested by customers/clients.

• Customer Service Lead for implementation of new processes
• Downer representative on weekly performance audios with Technicians
• Point of contact for client and customer escalations
• Manage team jeopardy report and coordinate with team to ensure SLAs are met
• Manage BAU enquiries from client, customer and field technicians
• Inbound and outbound calls with customers/clients (confirm or reschedule appointments, troubleshoot faults, answer queries re: installation/fault or assist with any other queries.
• Dispatched work to technicians and follow-up throughout the day to meet client SLA.
• Point of contact for client and customer escalations
• Complaints management via phone and email for customer and clients.

Contractor Support/Admin Role:

• Floater - Assisted different departments that required assistance to meet Client SLA
• General administration duties
• Creating jobs in systems for referrals to Networks/Drop Buries as required ( involved in liaising with Field managers and technicians
• Assisting Technicians and colleagues with queries/issues.
• Training of new and existing staff
• Updating of Internal and Client systems.