Venessa Lual
Brisbane,QLD
Summary
Experienced and committed customer service expert, well-versed in various aspects of the field. Known for fostering strong team dynamics and exuding a friendly, upbeat attitude. Skilled in building lasting connections with clients and committed to upholding their satisfaction while driving company achievements. Proficient in enhancing quality, efficiency, and operational workflows. A dynamic communicator, driven by results, and deeply passionate about nurturing connections, fostering collaborations, and advancing business growth.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Resparke
06.2023 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage
- Established strong relationships with key customers, resulting in increased customer loyalty
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions
- Managed approximately 80 accounts per week
- Assisted with special events and programs.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation
Community Executive
JustCo
06.2022 - 06.2023
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
- Sought ways to improve processes and services provided
- Coordinated with internal teams to facilitate prompt delivery of client needs
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Cultivated interpersonal skills by building positive relationships with others
- Analyzed customer feedback and generated reports to identify trends and opportunities for improvement
Senior Customer Service Representative
MasterCard
06.2019 - 07.2022
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Leveraged consistent, successful strategies to meet and exceed performance goals
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Managed approximately 30 incoming calls and emails per day from customers
Customer Care Representative
Woolworths Insurance
07.2018 - 06.2019
- Made customers top priority and employed active listening skills to understand needs and deliver first-rate service
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Collaborated with managers and other team members to solve difficult or complex customer issues
- Built client rapport, accurately processing repair invoices and claims while troubleshooting financial discrepancies through completion
- Analyzed customer needs and provided best options, upselling products and services
- Streamlined call response times for improved customer experience through effective communication techniques.
Customer Service Representative & Recruitment
Fundamental worldwide Pty Ltd
06.2017 - 07.2018
- Kept customer account information current and accurate by preparing, completing and processing forms and database changes
- Offered exceptional customer service to differentiate and promoted company brand
- Trained new employees on company customer service policies and service level standards. Educated customers on product and service offerings
- Built and maintained effective relationships with peers and upper management. Built customer confidence by actively listening to concerns and giving appropriate feedback
- Enthusiastically engaged customers during busy periods to keep mood light and fun
- Provided primary customer support to internal and external customers in fast-paced environment
Sales Representative
PrintersRus
12.2016 - 05.2017
- Assisted customers during selection process and helped choose perfect products to meet individual needs
- Networked to build client base and promote products to new and existing clients
- Secured long-term accounts, providing recommendations to promote brand effectiveness and product benefits
- Ensured effective customer communication to maintain customer satisfaction and loyalty
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
Fundraiser
PFS & PublicOutreach
09.2016 - 12.2016
- Evaluated and reported on impact of fundraising efforts to measure success and identify areas for improvement
- Generated increased revenue by identifying new potential donors and implementing targeted outreach strategies
- Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively
- Exceeded KPI's, approximately making 20 pledges a week
Volunteer
Anglicare
01.2014 - 01.2015
- Opened and closed the store, including counting cash, opening and closing cash registers and making bank deposits
- Marked clearance products with updated price tags. Maintained visually appealing and effective displays for the entire store
- Demonstrated principle of customers coming first by handling needs with sense of urgency
- Answered customers' questions and addressed problems and complaints in person and via phone. Received and processed cash and credit payments for in-store purchases
Education
High School -
Illawarra Christian School
Cordeaux Heights, NSW2016
Skills
- Client Rapport-Building
- Driven
- Customer Relationship Management
- Organizational strengths
- Adaptive team player
- Resolution-oriented
- Active listening
- Microsoft Office expertise
- Written and oral communication skills
- Energetic self-starter
- Reliable and punctual
- Account management
- Sales expertise
- Creative problem solving
Additional Information
Available on request
Timeline
Customer Success Manager
Resparke
06.2023 - Current
Community Executive
JustCo
06.2022 - 06.2023
Senior Customer Service Representative
MasterCard
06.2019 - 07.2022
Customer Care Representative
Woolworths Insurance
07.2018 - 06.2019
Customer Service Representative & Recruitment
Fundamental worldwide Pty Ltd
06.2017 - 07.2018
Sales Representative
PrintersRus
12.2016 - 05.2017
Fundraiser
PFS & PublicOutreach
09.2016 - 12.2016
Volunteer
Anglicare
01.2014 - 01.2015
High School -
Illawarra Christian School
Similar Profiles
Dale LaidlawDale Laidlaw
National Manager, Risk Partnering at Insurance Australia Group (IAG)National Manager, Risk Partnering at Insurance Australia Group (IAG)
Megan ArndtMegan Arndt
Retail Area Manager at Viva EnergyRetail Area Manager at Viva Energy
JAELANIE TEAUKURAJAELANIE TEAUKURA
Food Handler at Takitumu CateringFood Handler at Takitumu Catering
Alana CooperAlana Cooper
Self-Employed Part-Time at Career BreakSelf-Employed Part-Time at Career Break
Benjamin GoodmanBenjamin Goodman
Senior Customer Success Manager /Customer Success Manager at SpearSenior Customer Success Manager /Customer Success Manager at Spear