Toni Detloff
Jordan Springs,NSW
Summary
I am a highly motivated Call Centre Operator with over 10 years experience in customer service sales. With proven competences and ability to provide excellent customer service and resolve customer inquiries from an inbound , outbound and email enquiries direction. I am an enthusiastic , self motivated , reliable and hardworking person. I am a matured team worker and adaptable to challenges or changing situations. I am able to work well in a team environment as well as using my own initiative possessing a customer centric approach to work.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
NSW Government
2023.07 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Communicated with clients regarding account services, statements, and balances.
- Adapted to new applications and maintained knowledge of current technologies.
- Facilitated communications through management of inbound and outbound customer calls.
- Contacted customers to return routine and general calls promptly.
Customer Service Representative
Cbhs
2022.08 - 2023.06
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Call Center Representative
NSW Government Service New South Wales
2022.01 - 2022.03
- Answered up 70 incoming calls in busy, fast-paced call center.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Resolved customer complaints and addressed emergency requests and needs.
- Documented and detailed calls and complaints using call center's CRM database.
Customer Service Representative
Lite N Easy
2016.11 - 2021.11
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
Console Operator
Woolworths Petrol
2010.12 - 2016.12
- Observed and reported suspicious activities and persons.
- Enforced rules, regulations, policies and procedures and responded to emergency situations requiring security assistance.
- Wrote detailed narrative reports and maintained daily activity reports.
- Inspected parking lots to verify vehicles were properly parked and displayed parking permits.
- Processed requests for service from internal and external customers.
- Reacted calmly during times of highly stressed or emergency situations.
Customer Service Officer
WISE Employment
2010.05 - 2013.08
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
Post Placement Administration Officer
Jobfind Centre
2008.04 - 2010.04
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Managed team petty cash, purchase orders and account transactions.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Prepared agendas and took notes at meetings to archive proceedings.
Customer Service Officer
Centrelink
2007.06 - 2008.02
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
Associate Employment Advisor
Work Directions Australia
2005.10 - 2007.06
- Investigated employee complaints, kept documentation and reviewed action plan with HR.
- Distributed checks and paystubs on weekly basis.
- Analyzed variety of HR programs and operational situations to recommend improvements and enhancements.
- Reviewed timesheets for anomalies and worked with supervisors to correct issues.
- Recognized client employment barriers and devised strategies to resolve.
- Matched clients to open positions based on skills and work requirements.
- Assisted clients with completing job applications and submitting resumes to improve interview chances.
Customer Service Representative
Woolworths Supermarket
2005.09 - 2006.01
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
APS3 - APS3 Client Services Representative
Australian Taxation Office
2004.10 - 2005.08
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Communicated with clients regarding account services, statements, and balances.
- Maintained and managed customer files and databases.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
Education
High School Diploma -
Saint Marys School
Saint Marys, NSW10.1973
Skills
- Making Announcements
- CRM Software
- Dispute Resolution
- Passenger Support
- Customer Service
- Selling Skills
- Billing Inquiries
- Customer Relationship Management
- Customer Complaint Resolution
- Information Updates
- Inbound Call Management
- Database Research
- Clerical Support
- Outstanding Communication Skills
- Problem Resolution
- Inbound Customer Service
- Microsoft Office Suite Proficiency
- Delivery Tracking
- Microsoft Office
- Benefits Determination
- Call Volume Analysis
- Customer Relations
- Agent Support
- Operational Efficiency
- Collaborative Environments
- Interpretation and Translation Services
- Trained in Salesforce
- Issue and Complaint Resolution
- Customer Retention Strategies
- Accurate Estimates
- Customer Data Confidentiality
- Cultural Awareness
- Sales and Upselling
- Call Volume and Quality Metrics
- Billing Adjustments and Refunds
- Providing Feedback
- Accurate Recordkeeping
- Online Systems
- Policy and Procedure Adherence
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Documentation
Timeline
Customer Service Agent
NSW Government
2023.07 - Current
Customer Service Representative
Cbhs
2022.08 - 2023.06
Customer Call Center Representative
NSW Government Service New South Wales
2022.01 - 2022.03
Customer Service Representative
Lite N Easy
2016.11 - 2021.11
Console Operator
Woolworths Petrol
2010.12 - 2016.12
Customer Service Officer
WISE Employment
2010.05 - 2013.08
Post Placement Administration Officer
Jobfind Centre
2008.04 - 2010.04
Customer Service Officer
Centrelink
2007.06 - 2008.02
Associate Employment Advisor
Work Directions Australia
2005.10 - 2007.06
Customer Service Representative
Woolworths Supermarket
2005.09 - 2006.01
APS3 - APS3 Client Services Representative
Australian Taxation Office
2004.10 - 2005.08
High School Diploma -
Saint Marys School
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