Tania Thomson
Marangaroo,WA
Summary
Organized Customer Service Scheduler known for high productivity and efficient task completion. Bring specialized skills in appointment scheduling software, conflict resolution, and time management to effectively coordinate schedules and meet customer needs. Excel using communication, problem-solving, and adaptability to enhance service delivery and client satisfaction.
Seasoned Customer Service Scheduler with a knack for managing complex scheduling tasks, ensuring optimal customer satisfaction. Skilled at coordinating multiple schedules, maintaining clear communication lines and troubleshooting unforeseen changes or issues with composure. Brings valuable experience in enhancing operational efficiency through strategic scheduling processes. Demonstrated impact in previous roles by streamlining procedures, improving customer relationships and fostering teamwork.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Scheduler
Centurion Garage Doors
Wangara, WA
08.2014 - Current
- Coordinated with other departments to ensure that customers received the best possible service experience.
- Developed innovative methods for streamlining the customer service scheduling process.
- Created and implemented strategies for improving customer service scheduling processes.
- Provided technical support as needed while troubleshooting any issues related to the customer service schedule system.
- Provided training sessions on new procedures, systems, and protocols related to customer service scheduling processes.
- Established relationships with external vendors responsible for delivering scheduled services.
- Identified opportunities for improvement within existing workflows associated with the customer service schedule process.
- Assisted in developing policies and procedures related to the efficient operation of the customer service schedule system.
- Developed strategies to improve customer satisfaction levels across all channels.
- Resolved conflicts between customers and other departments when necessary.
- Assisted customers in resolving their issues by providing helpful solutions and advice.
- Developed and maintained a customer service scheduling system to ensure timely delivery of services.
- Tracked customer service requests and responded to inquiries in a timely manner.
- Organized meetings with staff members to discuss any changes or improvements needed in the customer service schedule process.
- Provided excellent customer service by addressing customer concerns in a timely manner.
- Conducted regular audits of the customer database to ensure accuracy of information provided.
- Collaborated with marketing teams to create promotional campaigns targeting potential customers seeking scheduled services.
- Maintained accurate records of all phone conversations with customers regarding their scheduled services.
- Monitored call queues and assigned tasks accordingly to ensure all incoming calls were handled efficiently.
- Analyzed customer feedback data to identify areas of improvement in customer service scheduling processes.
- Identified opportunities for process improvement and implemented changes accordingly.
- Mentored junior team members and managed employee relationships.
- Updated databases with new and modified customer data.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Collected deposits or payments and arranged for billing.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated system with order specifics and customer details, preferences, and billing information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Booking Clerk
Decor2Go
Malaga, WA
08.2007 - 07.2014
- Greeted customers and provided information regarding services.
- Adhered to company policies when dealing with customer requests or issues.
- Managed daily bookings including confirming availability of requested services.
- Informed customers about cancellation policies and procedures.
- Handled complaints from customers in a professional manner.
- Provided customer service support for clients when necessary.
- Provided assistance to staff members in order to ensure smooth operations.
- Answered incoming calls, responded to customer inquiries, and took messages as needed.
- Maintained accurate records of all bookings and reservations.
- Coordinated with other departments to ensure that all necessary services are booked accordingly.
- Communicated effectively with colleagues regarding booking changes or cancellations.
- Answered inquiries from customers via phone or email in a timely manner.
- Maintained knowledge of current events related to the industry in order to better assist customers.
- Verified accuracy of billing data entered into the system.
- Processed payments in cash, check, or credit card form.
- Set up new files in computer system with dates, personal details and other required data.
- Researched and resolved booking conflicts to deliver optimal service.
- Verified paperwork completeness and accuracy to proactively correct missing information.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Built and maintained productive relationships with employees.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
Education
Social Work - Social Service / Carer
TAFE WA
Carine12-1998
High School Diploma -
John Willcock Senior High School
Geraldton12-1996
Skills
- Calendar Management
- Follow-up skills
- Appointment Scheduling
- Strong Organization
- Workload Management
- Customer Service
- Call Documentation
- Administrative and Office Support
- Policies and Procedures Adherence
- Relationship Building
- Organizational Skills
- Product Knowledge
- Attention to Detail
- Schedule mastery
- Professional phone voice
- Problem-solving abilities
- Analytical Skills
- Data Entry
- Microsoft Office
- Multi-Line Phone Systems
- Product and service knowledge
- Data Management
- Self Motivation
- Customer Relations
- Work Prioritization
- Problem-solving aptitude
- Problem-Solving
- Professional Demeanor
- Written Communication
- Time management abilities
- Adaptability
- System implementation
- Analytical Thinking
- Goal Setting
- Teamwork and Collaboration
- Office equipment proficiency
- Order Processing
Timeline
Customer Service Scheduler
Centurion Garage Doors
08.2014 - Current
Booking Clerk
Decor2Go
08.2007 - 07.2014
Social Work - Social Service / Carer
TAFE WA
High School Diploma -
John Willcock Senior High School