Xiaoyan Gu
Maroubra,NSW
Summary
Accomplished Customer Service Representative and Service Desk Supervisor with a proven track record at NAB and Coles Supermarket. Excelled in conflict resolution and customer satisfaction, enhancing loyalty and sales through critical thinking and comprehensive product knowledge. Skilled in data entry and active listening, I significantly contributed to team development and operational improvements.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
NAB
02.2008 - 08.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Service Desk Supervisor
Coles Supermarket
Lane Cove, NSW
02.2003 - 08.2007
- Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
- Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.
- Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
- Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.
Education
Master Of Finance -
UTS
Sydney, NSWBachelor Of Computer Information Systems -
Macquarie University
Sydney, NSWSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Complaint handling
- Payment processing
- Product knowledge
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Service Representative
NAB
02.2008 - 08.2013
Service Desk Supervisor
Coles Supermarket
02.2003 - 08.2007
Master Of Finance -
UTS
Bachelor Of Computer Information Systems -
Macquarie University