Microsoft Office 2021
Tony Letic
Customer Service Professional
Unit 124/1 Queensberry Street Carlton
Summary
Personable customer service professional offering years of experience resolving account and service concerns for customers and members. Smoothly uncovers and solves challenges while promoting products and services, maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Member Services Team Member
Royal Australian College Of General Practitioners
2022.06 - 2022.11
- Learned and maintained in-depth understanding of RACGP's products and services to offer knowledgeable responses to diverse general practitioner's enquiries.
- Responded to member's calls and emails to answer enquiries about RACGP's products and services.
- Delivered exceptional member service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted members with correcting account, service, and system issues by educating members on required forms and web-based training platforms.
- Recommended specific products and services in alignment with individual member needs, requirements and specifications.
- Reached out to member's after completed sales to suggest additional services and/or product purchases.
- Educated members about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to member requests, assisting with product selection and handling ordering functions.
- Bolstered member retention by creating and offering unique discount options and inspiring interest in new product lines.
Student Connect Officer
Worker's Educational Association Of Victoria
2019.11 - 2022.03
- Attracted potential students to courses offered by the WEA and followed up prospective students who have not enrolled to ensure sales targets were achieved.
- Responded to wide range of prospective and enrolled student's enquiries, concerns or issues in a timely and professional manner.
- Provided clear, accurate and supportive career and course-related information to both current and prospective students via phone, e-mail and live chat.
- Promptly advised prospective students on enrolment processes.
- Prepared administrative sales reports where required to accurately reflect sales performance and status of lead database.
- Followed-up prospective students who have not enrolled and ensure sales and enrolment targets were achieved.
Customer Service Representative
H&R Block Tax Accountants
2019.07 - 2019.11
- Handled over 100 inbound and outbound calls from new and existing customers per day.
- Developed strong rapport with each client while rapidly solving problems and addressing all enquiries.
- Managed, scheduled, and rescheduled accountant appointments for both new and existing customers.
- Efficiently made a high volume of outbound calls to existing clients for booking appointments with accountants.
- Rapidly transferred calls to general and specialist accountants to solve complex tax-related enquiries.
- Accurately entered client's details into a computerised database system and send E-mails simultaneously while on the phone.
- Cultivated customer loyalty, promoted repeat business and increased sales.
General Service Representative
Commonwealth Bank Of Australia
2016.02 - 2019.12
- Managed over 80 incoming telephone calls, emails and chat requests per day while maintaining professional and friendly interactions.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Accurately used CRM systems daily to maximise service opportunities and enhance communication.
- Completed transactions for customers and capitalised on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Evaluated viability of funding sources and destinations to proactively
detect fraud. - Calculated fees due, interest and change for customer transactions.
- Executed wire transfers, stop payments and account transfers.
Education
Bachelor of Science -
The University of Melbourne
Parkville, VIC 2003.08 - 2006.11
Skills
Attention to detail
Adaptability
Complaint resolution
Customer service
Interpersonal communication
Negotiation
Problem solving
Teamwork
Time management
Software
Microsoft Office 365
Microsoft Windows 11
Microsoft Teams
Salesforce
Zoom
Timeline
Member Services Team Member
Royal Australian College Of General Practitioners
2022.06 - 2022.11
Student Connect Officer
Worker's Educational Association Of Victoria
2019.11 - 2022.03
Customer Service Representative
H&R Block Tax Accountants
2019.07 - 2019.11
General Service Representative
Commonwealth Bank Of Australia
2016.02 - 2019.12
Bachelor of Science -
The University of Melbourne
2003.08 - 2006.11
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