Simon Mutton
6 Marginalia Court,Qld
Summary
Dynamic professional with a proven track record at Telstra Business Centre, excelling in customer satisfaction and complaint resolution. Leveraged critical thinking and Microsoft Excel skills to enhance service delivery and foster brand loyalty. Mentored teams at Credit Management Australia, ensuring QA compliance and efficiency. Known for building strong client relations and exceeding expectations with innovative solutions.
Overview
9
9
years of professional experience
Work History
Customer Service Officer
Telstra Business Centre
09.2017 - 11.2017
- 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.
- Completed data entry to record call notes, suggestions and questions.
- 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.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
Quality Assurance Analyst
Credit Management Australia
11.2008 - 05.2013
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Education
Year 12 -
Woodridge State High School
Logan City, QLD12.1995
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Call Center Operations
- Customer Service
- Computer Proficiency
- Complaint resolution
- Microsoft Excel
- Problem Resolution
- Conflict Resolution
- Client Relations
- Critical Thinking
- Building rapport
- Call Management
Timeline
Customer Service Officer
Telstra Business Centre
09.2017 - 11.2017
Quality Assurance Analyst
Credit Management Australia
11.2008 - 05.2013
Year 12 -
Woodridge State High School
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