Sue Crook
Glenelg,SA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
38
38
years of professional experience
Work History
Customer Service Officer
KMart Marion
Adelaide, SA
05.2007 - 07.2021
- 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.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- 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.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Responded to customer requests for products, services, and company information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Officer
KMart Kurralta Park
Adelaide, SA
03.2002 - 08.2005
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
Customer Service Manager
Centrelink Service Centre
Adelaide, SA
03.1983 - 06.1999
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Elevated customer satisfaction with detailed training programs for support staff.
- Developed customer service manual to standardize procedures across all departments.
Education
High School Diploma -
Henley High School
Henley Beach, SASkills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Inbound Call Management
- Call centre experience
- Information Protection
- Customer Service
- Active Listening
- Product Knowledge
- Staff Training
- Stock management
- Money handling abilities
- Office equipment proficiency
- Store maintenance
- POS systems expert
Pastimes, Sports
Current member of Holdfast Bay bowling club
Regular volunteer of a sporting club
Timeline
Customer Service Officer
KMart Marion
05.2007 - 07.2021
Customer Service Officer
KMart Kurralta Park
03.2002 - 08.2005
Customer Service Manager
Centrelink Service Centre
03.1983 - 06.1999
High School Diploma -
Henley High School