Vania Montgomery

Work History

Customer Service Representative

OceanAi Image Hub (Aqwa)

04.2024 - Current

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Processed customer service orders promptly to increase customer satisfaction.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Utilized customer service software to manage interactions and track customer satisfaction.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Call Center Representative

Probe Group Ltd

03.2022 - 10.2023

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Responded to customer calls and emails to answer questions about products and services.
Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

Call Centre Representative

TSA Telco Group (Alinta Energy)

05.2021 - 03.2022

Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Responded to customer calls and emails to answer questions about products and services.
Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Streamlined call flow processes for more efficient response times and increased productivity.
Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Sought out extra training opportunities to enhance customer relationship management abilities.
Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Identified upselling opportunities to increase revenue generation.
Approved and terminated customer contracts upon request.
Met customer call guidelines for service levels, handle time and productivity.
Investigated and resolved customer inquiries and complaints quickly.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Educated customers about billing, payment processing and support policies and procedures.
Exhibited high energy and professionalism when dealing with clients and staff.
Promptly responded to inquiries and requests from prospective customers.
Responded proactively and positively to rapid change.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Sought ways to improve processes and services provided.

Call Center Representative

TSA Telco Group (Telstra)

02.2020 - 05.2021

Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Responded to customer calls and emails to answer questions about products and services.
Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Streamlined call flow processes for more efficient response times and increased productivity.
Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Sought out extra training opportunities to enhance customer relationship management abilities.
Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Met customer call guidelines for service levels, handle time and productivity.
Investigated and resolved customer inquiries and complaints quickly.
Delivered prompt service to prioritize customer needs.
Educated customers about billing, payment processing and support policies and procedures.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Trained staff on operating procedures and company services.
Increased efficiency and team productivity by promoting operational best practices.
Trained new personnel regarding company operations, policies and services.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Summary

Overview

Work History

Customer Service Representative

Call Center Representative

Call Centre Representative

Call Center Representative

Education

No Degree - Phlebotomy- Diploma

No Degree - Call Centre Operations- Diploma

High School Diploma -

Skills

Certification

Languages

Timeline

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