Tina Secker
Palmerston,NT
Summary
Adept at managing high-volume calls with efficiency, I excelled at Hillside Media bet365 by enhancing customer satisfaction and streamlining call handling processes. Recognized for exceptional empathy and problem-solving abilities, I significantly contributed to team support and training, ensuring data protection and service excellence. My expertise in call center operations and active listening propelled performance improvements, marking me as a standout employee.
I applied for the role of HSR within my company, and was voted in by my peers as a reliable, helpful, empathetic role model and with 2 others, have successfully implemented this role into the business.
Overview
17
17
years of professional experience
Work History
Inbound Call Center Representative
Hillside Media .bet365
10.2017 - Current
- Handled high volume of inbound calls per shift to offer callers product and service information.
- Placing live in play bets for customers, answering questions and general information about sports and policy and procedures.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered outstanding results under high-pressure situations by maintaining composure during difficult calls or high-volume periods.
- Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
- Built positive relationships with customers by providing exceptional customer service.
- Participated in ongoing training sessions to continuously improve knowledge base and skillset within the call center environment.
- Kept up-to-date with company products, services, policies, and regulations to provide accurate information to callers at all times.
- Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
- Received recognition as an exemplary employee for consistently maintaining high levels of professionalism under pressure.
- Followed standard operating procedures when handling customer problems and complaints.
- Supported other departments as needed during peak periods or staff shortages, showcasing adaptability and versatility across various tasks.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Warranty Claims Officer
Mobile Electrics
07.2011 - 10.2017
- Inbound calls for warranty white goods and brown goods.
- Knowledge of ACCC rules and regulations.
- Book appointments, order spare parts, completing and filing claims with manufacturers including Samsung, LG, Miele, Smeg, Fisher & Paykel, Beko etc.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Reduced claims processing time by streamlining documentation and communication procedures.
- Maintained compliance with regulatory requirements by staying current on industry changes and updating policies accordingly.
- Continually updated knowledge on industry-specific regulations, ensuring compliance and maintaining a high standard of professionalism in interactions with clients.
- Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Processed and recorded new policies and claims.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Also in charge of fleet vehicles, insurances and maintenance of 52 vehicles.
Warranty Claims Officer
Samsung Electronics
07.2007 - 07.2011
- In bound warranty claims on white goods and brown goods.
- Booking appointments, ordering parts, filing and completing jobs through Samsung website.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Reduced claims processing time by streamlining documentation and communication procedures.
- Maintained compliance with regulatory requirements by staying current on industry changes and updating policies accordingly.
- Continually updated knowledge on industry-specific regulations, ensuring compliance and maintaining a high standard of professionalism in interactions with clients.
- Followed up with customers on unresolved issues.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Processed and recorded new policies and claims.
Customer Service Representative
Coles Supermarket
07.2007 - 07.2011
- DM for haberdashery and non food items.
- Checkout, nightfill, ordering stock, customer service face to face.
- Opening store and money in drawers for Coles North lakes. NT
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Skills
- Call Handling Techniques
- High-volume call centers
- Empathy and patience
- Product Knowledge
- Call Management
- Call Center Operations
- Feedback and Coaching
- Information Protection
- Communicating with clients
- Answering questions
- Customer Service
- Customer communications
- Verbal and written communication
- Customer Support
- Data Entry
- Quality Control
- Training experience
- Brand representation
- Quality Assurance Controls
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Customer service excellence
- Calm Under Pressure
- Active Listening
Hobbies
I'm very creative art wise. Excel, PowerPoint presentations
Quilting, sewing, cross stitching in my spare time.
Timeline
Inbound Call Center Representative
Hillside Media .bet365
10.2017 - Current
Warranty Claims Officer
Mobile Electrics
07.2011 - 10.2017
Warranty Claims Officer
Samsung Electronics
07.2007 - 07.2011
Customer Service Representative
Coles Supermarket
07.2007 - 07.2011
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