Tamika Hoy

Digital Service Representative

Service NSW

09.2023 - Current

Superior customer services, reliable team member, support junior team members, skilled in problem solving, & time management
Maintained productivity and quality standards at all times.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Use a thorough knowledge of information resources and Service NSW operating practices
Ensure customer complaints arising from complex agency transactions are accurately resolved, recorded and unresolved issues are escalated through appropriate channels
Successfully complete activities as required to support the provision of service delivery and comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
Monitor digital performance in centre and take actions to increase adoption and drive usage
Advise customers on the adoption of digital services and education of users
Exercising tact, judgment and initiative when obtaining information from and dealing with customers. • Providing responses appropriately to customers speedily and accurately.
Professionally resolve enquiries and complaints from customers that present with uncooperative, disruptive or abusive behaviours whilst adhering to business compliance requirements and ensuring consistent application of policies, guidelines, procedures and legislation
Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
Deliver great customer experiences through the use of on-line technology
Ensure customers are referred to appropriate channel for the completion of out of scope transactions