TAMMY BUI
Noble Park,VIC
Summary
Proven Customer Service Officer with a track record of enhancing customer satisfaction at Services Australia. Skilled in complaint handling and computer proficiency, I consistently met key performance indicators by employing critical thinking and problem-solving abilities. Elevated team productivity and customer service standards through effective communication and operational best practices.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
Services Australia
08.2022 - Current
- 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.
- 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.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Officer
Serco Citizen Services
08.2019 - 07.2022
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and enquiries.
- Reduced response time by managing high call volumes while maintaining a professional demeanour under pressure.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased efficiency and team productivity by promoting operational best practices.
Education
M.D. - International Business
Deakin University
Melbourne, VIC04.2014
Skills
- Customer Support
- Complaint Handling
- Customer Focus
- Service Recommendations
- Information Protection
- Problem-solving abilities
- Customer Service
- Computer Proficiency
- Follow-up skills
- Active Listening
- Critical Thinking
- Microsoft PowerPoint
- Documentation And Reporting
- Call center experience
Languages
Vietnamese
Native or Bilingual
Timeline
Customer Service Officer
Services Australia
08.2022 - Current
Customer Service Officer
Serco Citizen Services
08.2019 - 07.2022
M.D. - International Business
Deakin University
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