Violet JOVCEVSKI
0435149441
Wollongong,NSW
Summary
Dedicated customer service representative talented at processing high volumes of error free transactions and meeting departmental goals. I offer 20 years of experience in customer service and problem resolution. Smoothly manage conversational flow and diffuses difficult customer situations. Motivated workers delivering best in class customer service. Manage customer calls, emails and face to face inquiries to research issues and implement successful solutions. Open and upbeat communicator with team oriented approach. Innovative customer service representative focused on maintaining high levels of accuracy and achieving customer service and sales goals. Calm customer service representative with over 20 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high volume call centre environments. Smoothly manages workflow and optimise team strengths to meet service quotas. Cheerful customer service representative with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding winwin solutions. Reliable Customer Service Executive used to building lasting client relationships. Seeking the opportunity to boost a company's success through attention to detail and the drive for excellence. Communicative Customer Service Executive experienced in solving problems and building great client rapport. An enthusiastic team player. Pursuing a new position where hard work and honesty will be valued. Proactive Customer Service Executive with the resolve to remain calm under extreme pressure. Ready to take a dedicated career in customer service to a position with health insurance. Educated professional with a strong desire to deliver outstanding client experiences. Used to working hard and driving rapport with employees and customers alike. Pursuing a Customer Service Executive position with Ahm by Medibank. Personable and dedicated Customer Service Representative with extensive experience in health insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results oriented with demonstrated passion for building relationships, Hardworking accustomed to fast paced call centre environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in health insurance standards and best practices. Bilingual Customer Service Representative quickly and effectively resolves complaints and issues. Well trained and composed in busy call centre settings.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
Ahm by Medibank
Wollongong, NSW
02.2011 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered phone with positive attitude and asked questions to better understand customer needs
- Educated customers on special pricing opportunities and company offerings on all of ahm's health insurance products
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets
- Communicated information to customers about product quality, value and style
- Reviewed customer account information to determine current issues and potential solutions
- Processed payments and updated balances and customer totals
- Followed up on emailed or web-submitted customer inquiries within standard response times
- Tracked down sources of special products and services to meet customers' special needs
- Set up and updated customer accounts to facilitate smooth purchases
- Learned basic conversational words in languages most common to customer base to improve service
- Identified and pursued cross-selling opportunities to bring in high volume of new revenue per month
- Answered questions from customers by phone and email, offering company details and policy information as requested
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues
- Explained benefits and advantages of different product and service offerings to customers
- Updated account information after customer calls and noted client concerns and issues
- Contacted supervisor immediately when issues required escalation to avoid lost revenue
- Answered more than 30 to 40 inbound calls from customers daily
- Evaluated trends in customer service issues to analyze complaints and identify opportunities for improvement
- Applied product, industry and market knowledge to develop customized recommendations for individual customer needs
- Upsold additional products and services enhancing value of previous customer purchases and driving revenue growth
- Consulted with customers regarding needs and addressed concerns
- Enabled customers to find answers through self-help option by providing extensive details on how to navigate our online services
- Voided payment errors by carefully implementing all credit and debit card data into system.
Fashion Sales Associate
Rockmans
Dapto, NSW
10.2009 - 02.2011
- Promoted sales by building attractive displays and professionally merchandising products
- Learned features of new merchandise and promotions quickly to educate each customer while offering top notch service
- Listened carefully to customers' needs to effectively target clothing and accessories recommendations
- Resolved complaints and processed exchanges
- Advised clients on strategies for matching particular styles and coordinating stylish outfits
- Organised store by returning merchandise to proper areas and restocked displays
- Stocked shelves and supplies and organised displays to focus customer attention on specific items
- Unboxed new merchandise and restocked shelves in appealing and organised arrangements to promote items
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well stocked, organised and current
- Recommended merchandise to customers based on needs and preferences
- Educated customers on product and service offerings
- Escorted customers to products and pointed out complementary items to boost store sales
- Recommended optimal merchandise based on customer needs and desires
- Helped customers sign up for loyalty programs and submitted completed paperwork
- Demonstrated products to customers, discussed features and redirected objections to capture sales
- Used computerised register system to ring up customer purchases, process payments and issue receipts
- Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products
- Observed customer behaviours to identify security threats and escalate concerns to supervisor
- Met or exceeded up selling, donation and credit card sign-up targets on consistent basis by excellent communication and interpersonal strengths.
Education
Secretarial Studies And Office Administration
Wollongong Tafe
Wollongong, NSW11.1985
High School Diploma -
Port Kembla High School
Port Kembla, NSW11.1984
Skills
- Membership renewals
- Call center operations
- Customer support
- Data entry
- Upselling and cross-selling
- Customer queries
- Client engagement
- Direct sales
- High-energy attitude
- Store maintenance
- Credit card payment processing
- Stockroom procedures
- Inbound and Outbound Calling
- Customer relations
Additional Information
* I am committed to engage and align with Hammond Cares Christian Mission.
* I highly respect the elderly and their needs as I have two elderly parents in their 80's
* I own a card, drivers licence and have a safe drivers record I am willing to drive to clients houses. I have C class drivers licence full comprehensive car insurance
* I have no medical conditions
* I am an Australian citizen
* I have had my two doses of covid vaccine astrazeneca if require any others I am willing to have them done as well as per your policy
* English and fluent in Macedonian
I am looking forward to hearing from you soon
Kind Regards
Violet Jovcevski
0435149441
Timeline
Customer Service Officer
Ahm by Medibank
02.2011 - Current
Fashion Sales Associate
Rockmans
10.2009 - 02.2011
Secretarial Studies And Office Administration
Wollongong Tafe
High School Diploma -
Port Kembla High School