Summary
Overview
Work History
Education
Skills
Timeline
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Thalia Goldie

Parafield Gardens,SA

Summary

Energized by a successful tenure at MASTEC AUSTRALIA, I leveraged my customer service expertise and problem-solving abilities to significantly enhance client satisfaction. Recognized for my proficiency in CRM software and exceptional active listening skills, I consistently exceeded performance metrics, contributing to a notable increase in customer loyalty and repeat business.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

MASTEC AUSTRALIA
11.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided primary customer support to internal and external customers.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.

Customer Service Cashier

Kfc
02.2018 - 11.2022
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
  • Answered product questions using knowledge of sales and store promotions.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
  • Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
  • Demonstrated versatility by cross-training in various departments throughout the store when required.
  • Redeemed coupons to discount purchases.
  • Utilized strong product knowledge to upsell items when appropriate, boosting overall sales revenue.
  • Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.

Education

Year 12 -

Parafield Gardens High School
Parafield Gardens, SA
11.2022

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Microsoft Excel
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Microsoft Outlook
  • Scheduling
  • Follow-up skills
  • Call Management
  • Product Knowledge
  • Paperwork Processing
  • Order Processing
  • Team Development
  • Documentation
  • Administrative Support
  • Data Collection
  • Customer Relationship Management (CRM)
  • Prioritization
  • Technical Support
  • Quality Control
  • Filing
  • Product Sales
  • Product and service solutions
  • Sales expertise
  • Recordkeeping strengths
  • Account updating
  • Research
  • Account Management
  • Reading Comprehension
  • Service Upselling
  • Office equipment proficiency
  • Proofreading
  • Service standard compliance

Timeline

Customer Service Representative

MASTEC AUSTRALIA
11.2022 - Current

Customer Service Cashier

Kfc
02.2018 - 11.2022

Year 12 -

Parafield Gardens High School

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Thalia Goldie