Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zarah Jane Baltazar Policarpio

Beckenham, Perth,WA

Summary

Proven Customer Service Specialist with a track record of enhancing customer satisfaction at Probe Cx through expert complaint resolution and problem-solving abilities. Skilled in maintaining professional telephone demeanor and fostering positive customer relationships, I excel in high-pressure environments, ensuring both operational excellence and superior customer experiences at Nando's Carousel.

Overview

11
11
years of professional experience

Work History

Customer Service Specialist

Probe Cx
Perth
01.2022 - 07.2023
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.

Assistant Manager/Store Manager of Operations

Nando's Carousel
Cannington, WA
09.2012 - 11.2020
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.

Education

Certificate IV - Business Administration

Polytechnic West
Thornlie, WA
01.2018

Skills

  • Customer Service
  • Good communication skills
  • Customer Relations
  • Call center experience
  • Excellent written and oral communication
  • Telephone Etiquette
  • Complaint Handling
  • Problem Resolution
  • Customer Relationship Management
  • Complaint resolution
  • Problem-solving abilities
  • Active Listening
  • Professional telephone demeanor
  • Follow-up skills

Timeline

Customer Service Specialist

Probe Cx
01.2022 - 07.2023

Assistant Manager/Store Manager of Operations

Nando's Carousel
09.2012 - 11.2020

Certificate IV - Business Administration

Polytechnic West
Zarah Jane Baltazar Policarpio