Wendy McFarlane
Sydney,NSW
Summary
Dynamic and results-driven Customer Service Specialist with a proven track record , excelling in problem-solving and critical thinking. Leveraged expertise in CRM software and active listening to enhance client relations, significantly boosting customer satisfaction and loyalty. Renowned for developing empathetic client relationships and exceeding service standards, contributing to team development and quality control.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
The Aussie Plant Based Co.
06.2021 - Current
- Processed customer service orders promptly to increase customer satisfaction.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Tracked customer service cases and updated service software with customer information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed and updated databases to handle customer data.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Customer Service Officer
Freedom Foods Group
09.2006 - 06.2021
- 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.
- Responded to customer calls and emails to answer questions about products and services.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Contributed to achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both customer and company interests.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Education
High School Diploma -
Rose Bay Secondary College
Dover Heights, NSWSkills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Complaint Handling
- Complaint resolution
- Order Processing
- Team Development
- Customer Relationship Management (CRM)
- Shipping and Logistics
- Warehousing functions
- Report Generation
- Assertiveness
- System implementation
Certification
Certificate IV in Business
Timeline
Customer Service Representative
The Aussie Plant Based Co.
06.2021 - Current
Customer Service Officer
Freedom Foods Group
09.2006 - 06.2021
High School Diploma -
Rose Bay Secondary College
Certificate IV in Business
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