Stasia Semi
Melbourne,VIC
Summary
Dynamic Customer Service Officer with extensive experience at Auto & General, adept at issue resolution and CRM software. Proven ability to enhance customer satisfaction through effective communication and follow-up. Recognized for building trustful relationships and consistently meeting performance targets in fast-paced environments. Strong teamwork and adaptability drive success in customer support roles.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
19
19
years of professional experience
Work History
Customer Service Officer
Auto & General
Melbourne, VIC
01.2023 - 06.2024
- Maintained accurate customer records and documentation in the database system.
- Educated customers about product features and coverage options clearly and effectively.
- Handled incoming calls, providing timely responses to customer requests and questions.
- Managed follow-up communications to ensure customer satisfaction with services provided.
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone and email.
- Established trustful relationships with customers through effective communication skills.
- Resolved customer issues in an efficient and timely manner.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Educated customers on products and services offered by the company.
- Handled escalated customer complaints and disputes in a professional manner.
- Identified potential opportunities to upsell products or services to customers.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Updated internal databases with new account information as needed.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Provided general administrative support.
Customer Service Representative
Startek
Melbourne, VIC
08.2021 - 11.2022
- Assisted customers with inquiries and resolved issues promptly.
- Coordinated delivery schedules and routes for efficient product transportation.
- Managed customer communications to ensure timely updates on delivery status.
- Collaborated with warehouse staff to streamline loading and unloading procedures.
- Assisted customers with inquiries and provided product information.
- Assisted customers with inquiries and provided information on postal services.
- Utilized CRM software to track customer information and feedback.
- Contributed to team meetings by sharing insights on customer needs.
- Handled escalated complaints with professionalism and care.
Customer Service Officer
Serco
Melbourne, VIC
01.2019 - 05.2021
- Assisted customers with inquiries and resolved issues promptly.
- Assisted customers with processing claims via inbound calls.
- Handled escalated complaints with professionalism and care.
- Answering inbound and outbound calls to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Debt Collector
Recoveries Corp
Melbourne, VIC
06.2016 - 04.2017
- Negotiated repayment plans to facilitate debt recovery processes.
- Maintained accurate records of all collection activities and communications.
- Educated clients on payment options and consequences of non-payment.
- Handled client inquiries with professionalism and empathy during calls.
- Explained the consequences of non-payment in a professional manner.
- Ensured all collection activities complied with applicable laws and regulations.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Attended meetings with internal staff members to discuss best practices for collections processes.
Customer Service Officer
ANZ
Melbourne, VIC
02.2012 - 11.2015
- Assisted customers with account inquiries and transaction issues.
- Educated clients on banking products and services available.
- Maintained accurate records of customer interactions in the system.
- Guided customers through online banking platforms and tools effectively.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Informed customers about new products or services available through the bank.
- Explained banking procedures and regulations to customers accurately.
- Maintained records of customer accounts including transactions and balances.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
Customer Service Officer
City West Water
Melbourne, VIC
01.2008 - 09.2012
- Assisted customers with inquiries regarding billing issues.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Arranging payment plans with customers.
- Handled incoming calls, providing timely responses to customer requests and questions.
- Managed follow-up communications to ensure customer satisfaction with services provided.
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Handled escalated customer complaints and disputes in a professional manner.
- Identified potential opportunities to upsell products or services to customers.
Customer Service Officer
Optus
Melbourne, VIC
08.2007 - 12.2007
- Processed billing statements and invoices for accuracy and compliance.
- Managed customer account inquiries and resolved billing discrepancies promptly.
- Maintained organized filing systems for all billing documentation and records.
- Assisted customers by providing accurate information and resolving inquiries promptly.
- Maintained a professional demeanor while handling difficult or irate callers effectively.
- Monitored call queues to ensure timely response to incoming calls consistently.
Floor Worker
Australian Wool Handlers
Melbourne, VIC
02.2007 - 06.2007
- Inspected products for quality assurance and adherence to safety standards.
- Managed equipment maintenance schedules to ensure optimal performance.
- Operated order picking equipment to efficiently retrieve products from shelves.
- Packaged items securely for safe transport to distribution centers.
- Fulfilled orders quickly to accomplish challenging daily objectives.
Order Picker
Azian Warehouse
Melbourne, VIC
10.2006 - 01.2007
- Reviewed order lists to ensure accurate item selection and fulfillment.
- Packaged items securely for safe transport to distribution centers.
- Conducted regular inventory checks to monitor stock levels and availability.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Limited damage to products and orders by using care when choosing items.
- Cleaned and organized aisles, work stations, and floors to promote operational productivity.
Customer Service Representative
Hungry Jacks
Melbourne, VIC
05.2005 - 09.2006
- Prepared and packaged food items according to safety and quality standards.
- Provided excellent customer service by taking orders and addressing inquiries promptly.
- Maintained inventory levels by restocking supplies and managing waste effectively.
- Adhered to health and safety regulations while performing daily tasks consistently.
- Assisted in training new employees on procedures and customer service expectations.
- Processed cash transactions accurately while handling payments securely.
- Maintained cleanliness of work area by sweeping floors, washing dishes, utensils, wiping counters and tables, cleaning windows, mirrors, mopping floors.
- Greeted customers and took their orders in a friendly and efficient manner.
- Kept customer and food preparation areas clean and well-organized.
- Prepared food items such as hamburgers, fries, sandwiches, salads. according to restaurant standards.
- Served orders to customers at windows, counters and tables.
- Restocked supplies such as napkins, condiments for the convenience of customers.
- Correctly bagged orders for take-out customers while maintaining speed and accuracy of order fulfillment processes.
- Operated cash register to process customer payments accurately and efficiently.
- Trained new employees on job duties and safe operation of kitchen equipment.
- Maintained neat, well-groomed appearance, impeccable personal hygiene, hair restraint and minimal jewelry to meet company standards.
- Operated cash register and received payment from customers in cash or credit form.
- Ensured that all food products were prepared fresh daily and stored properly.
Education
High School Diploma -
Sunshine West College
Sunshine, VIC12-2005
Skills
- Customer service
- CRM software
- Data entry
- Product knowledge
- Issue resolution
- Call handling
- Follow-up communications
- Communication skills
- Time management
- Team collaboration
- Payment processing
- Customer support
- Customer focus
- Call center experience
- Inbound call management
- Database management
- Strong teamwork
- Verbal and written communication
- Typing proficiency
- Punctuality and reliability
- Inbound and outbound calling
- Adaptability and flexibility
Reference
- Name: Jeeson KJ
- Position: team leader
- Employer: Auto and General
- Contact number: 0414 950 470
Reference
- Name: Sandra Petrovic
- Position: Team Leader
- Employer: Auto & General
- Contact number: 0412 449 958
Timeline
Customer Service Officer
Auto & General
01.2023 - 06.2024
Customer Service Representative
Startek
08.2021 - 11.2022
Customer Service Officer
Serco
01.2019 - 05.2021
Debt Collector
Recoveries Corp
06.2016 - 04.2017
Customer Service Officer
ANZ
02.2012 - 11.2015
Customer Service Officer
City West Water
01.2008 - 09.2012
Customer Service Officer
Optus
08.2007 - 12.2007
Floor Worker
Australian Wool Handlers
02.2007 - 06.2007
Order Picker
Azian Warehouse
10.2006 - 01.2007
Customer Service Representative
Hungry Jacks
05.2005 - 09.2006
High School Diploma -
Sunshine West College
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