Wayne Hopkins
Tweed Heads,NSW
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
40
40
years of professional experience
Work History
Customer Service Officer
Services Australia
07.2001 - 01.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Responded to customer calls and emails to answer questions about products and services.
Call Center Representative
Austar
10.1999 - 06.2001
- 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.
Customer Service Manager
Telstra
10.1983 - 07.1998
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Researched and corrected customer concerns to promote company loyalty.
Education
High School Diploma -
Taree High School
Taree11.1976
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
Accomplishments
Army Reserve 4 years. 41st RNSW Battalion. Demolition Certificate. Platoon signaller.
Timeline
Customer Service Officer
Services Australia
07.2001 - 01.2024
Call Center Representative
Austar
10.1999 - 06.2001
Customer Service Manager
Telstra
10.1983 - 07.1998
High School Diploma -
Taree High School
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