Toni Holland
Bondi,NSW
Summary
Experienced Customer Service Representative with 6 years of experience working in busy, fast-paced call center within multiple roles. Committed to providing prompt, quick and accurate service to large volume of incoming calls and webchats.
Overview
8
8
years of professional experience
Work History
Customer Service Team Manager
Sage
09.2022 - 03.2024
- Managed a team of 12 customer service representatives supporting webchat and voice channels to ensure high levels of customer satisfaction and retention
- Resolved customer complaints and escalated issues to the appropriate department for timely resolution.
- Analysed data to identify trends and develop stratergies for improving team and individual performance
- Experience in assisting recruitment
- Improved team NPS from 60% > +80%
People Development Coach
Sage
02.2020 - 09.2022
- Delivered 121 coaching and knowledge sessions to new recruits throughout their first 12 months in the business.
- Provided constructive feedback during coaching sessions, encouraging continuous improvement and personal growth.
- Evaluated employee skill sets to identify areas for improvement and create tailored development plans.
Technical Support Advisor
Sage
09.2018 - 02.2020
- Provided telephone and webchat support to Sage50Cloud Payroll customers, ensuring high customer satisfaction by resolving issues quickly and accurately.
- Maintained expert-level knowledge of company products to provide accurate information to customers.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Recommended products and services to upsell to customers.
- Tailored technical explanations according to each client''s level of expertise, ensuring clarity and understanding.
Floor Staff Member
JD Wetherspoon
07.2016 - 07.2018
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Handled high-pressure situations with composure, maintaining excellent service standards.
Education
Customer Services Practitioner Apprenticeship -
Sage
02.2020
High School Diploma -
Lord Lawson of Beamish Academy
08.2018
High School Diploma -
Lord Lawson of Beamish Academy
07.2016
Skills
Customer Service
Complaint Handling
Coaching and mentoring
CRM software knowledge
Data Analysis and Entry
Microsoft Office
References
Joseph Kyne | Operations Manager | Sage
joseph.kyne@sage.com
Kerry Casey | Accountants Division Team Manager | Sage
kerry.casey@sage.com
Timeline
Customer Service Team Manager
Sage
09.2022 - 03.2024
People Development Coach
Sage
02.2020 - 09.2022
Technical Support Advisor
Sage
09.2018 - 02.2020
Floor Staff Member
JD Wetherspoon
07.2016 - 07.2018
Customer Services Practitioner Apprenticeship -
Sage
High School Diploma -
Lord Lawson of Beamish Academy
High School Diploma -
Lord Lawson of Beamish Academy
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