Hi, I’m
Stephen M Purcell
Malvern East,Victoria
Summary
Dynamic and results-oriented professional with extensive experience in customer service and sales, notably with AAMI Insurance. Excelled in enhancing customer satisfaction and loyalty through exceptional service and active listening, coupled with proficient product knowledge and problem resolution skills. Consistently exceeded sales quotas by leveraging critical thinking and relationship-building abilities, contributing to significant client retention and positive feedback.
Overview
7
years of professional experience
Work History
GIO Insurance
Customer Service Representative
01.2010 - 04.2010
Job overview
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Sought ways to improve processes and services provided.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Met customer call guidelines for service levels, handle time and productivity.
Telstra
Customer Service Representative
06.2008 - 11.2008
Job overview
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Sought ways to improve processes and services provided.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
AAMI Insurance
Sales Representative
05.2005 - 03.2006
Job overview
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Safeway
Service Deli Assistant
08.2003 - 05.2004
Job overview
- Effectively managed high-volume periods by prioritizing tasks and maintaining composure under pressure.
- Enhanced customer satisfaction by providing efficient and friendly service at the deli counter.
- Provided exceptional service to customers by promptly addressing inquiries, resolving issues, and maintaining a positive attitude.
- Mastered use of deli equipment, including slicers, scales, and wrapping machines for accurate portion control and packaging.
- Ensured freshness and quality of products by monitoring expiration dates and rotating stock accordingly.
- Assisted customers with product selection, offering recommendations based on individual preferences and dietary needs.
- Contributed to store-wide promotions by creating visually appealing displays that showcased featured deli items.
- Maintained a clean and organized workspace, adhering to strict sanitation standards for optimal food safety.
- Greeted customers at counter to fulfill requests and answer questions.
Education
St Martins in The Pines, Ballarat, VIC
No Degree from Year 11
12-1994
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Call management
- Product knowledge
- Appointment scheduling
- Order processing
- De-escalation techniques
- Product sales
- Product and service solutions
Timeline
Customer Service Representative
GIO Insurance
01.2010 - 04.2010
Customer Service Representative
Telstra
06.2008 - 11.2008
Sales Representative
AAMI Insurance
05.2005 - 03.2006
Service Deli Assistant
Safeway
08.2003 - 05.2004
St Martins in The Pines
No Degree from Year 11
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