Stacey Brown

I have worked at RACV for five and a half years starting in Memberline taking inbound sale / service calls. I embedded those skills and was given the opportunity to floorwalk which further developed my skill set.

I was then appointed as a point of contact - essentially stepping in to relieve Team Leads whilst on projects and leave to successfully manage their team.

From this I was given the opportunity to become one of the Academy Team Leads which gave me the opportunity to continued to grow my skill set managing and supporting new staff throughout their learning journey.

• Directed and supervised team of up to 20 consultants
• Engaged in coaching and development strategies throughout the learning journey.
• Provided feedback and skill development opportunities throughout the training programme.
• Role model to new consultants demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• KPI's
• Demonstrate excellent customer service.
• Adhere to compliance
• Approachable and empathetic.
• Ability to go above and beyond.
• Salesforce / microsoft teams / genisys / outlook system experience.
• Demonstrate strong time management skills and ability to multitask and work under pressure.
• Excellent customer service skills.
• Completing call assessments ( quality checks ), side by side coaching and providing feedback and coaching on this.
• Recruiting process - interviewing new candidates and onboarding.
• Capable of working autonomously as well as in a team environment.

• Inbound call centre - sales / service consultant.
• Managed high volume of incoming calls on a daily basis.
• Adhered to AHT, hold time, ACW and Adherence
• Serviced Members needs in a timely and efficient manner
• Provide members with exceptional member experience
• Adhere to company value
• KPI's and Net Promoter
• Liaise with members, management, and relevant teams to better understand customer needs and recommend appropriate solution.
• Compliant in all areas
• Demonstrate resilience / empathy / active listening.
• Floor walker - support peers with system / product knowledge - take escalations when necessary and support consultants on a daily basis
• Salesforce / microsoft teams / outlook / internal programmes
• Point of contact - essential manage teams whilst manager is on projects / leave

Nineteen years of Customer Service over several roles that has given me the foundation to be an excellent customer service expert. Roles included

Teller

Relief Officer

Assistant Branch Manager

Personal Banker

• Excellent customer service skills
• Managed a high volume of customer requests and queries on a daily basis.
• Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
• 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.
• Team player
• Maintained high levels of product knowledge to effectively assist customers with accurate information and recommendations.
• KPI
• Compliant and efficiency
• People management skills

Customer service expert in a Supermarket environment.

I worked part time whilst attending school and after completion of school in various roles until I moved into permanent full time work, these roles gave me the foundations and skill set to be a customer service expert. Roles that I gained experience throughout my time were :

Cashier

Cash office

Front end supervisor / 2IC

Deli assistant

Bakery Manager

• Provide excellent customer service in a friendly and positive manner
• Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
• Monitored customer feedback and made adjustments to improve service quality.
• Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
• Estimate consumer demand and control ordering accordingly
• Manage and maintain area
• Cash handling skills