Tomaseena Jawai
Weipa,Australia
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.
Supportive Customer services with detailed knowledge of industry practices and skill to provide long-term success for companies. Trained in Face to Face contact. Known for goal-oriented mindset and Effective service delivery. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Indigenous Customer Service Officer
Services Australia
09.2011 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Certificate IV - Teaching
RATEP
Education QLD 11.2007
Associate of Arts - Australian Indigenous Dance Performance
Tropical North QLD TAFE
TAFE QLD 11.2005
High School Diploma -
Saint Monica's College
Cairns 12.2004
Skills
- Service Recommendations
- Issue Research
- Account Investigation
- Account Management
- Complaint Handling
- Database Research
- Employee Development
- Technical Support
- Customer Support
- Data Entry
- Scheduling
- Paperwork Processing
- Account updating
- Team Development
- Filing
- Documentation
References
Sheldon Wong Mobile: 0417 797 039
Jaimie MacKenzie Mobile: 0431 279 448
Timeline
Indigenous Customer Service Officer
Services Australia
09.2011 - Current
Certificate IV - Teaching
RATEP
Associate of Arts - Australian Indigenous Dance Performance
Tropical North QLD TAFE
High School Diploma -
Saint Monica's College