Zoe Kelly
Yanchep,WA
Summary
Friendly Call Agent that can handle a fast-paced call centre setting as well as competent working externally. With experience With customer expectations in high-volume call centre. Professional at keeping sensitive and confidential information private. Polite and professional , successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skilful in building long-lasting, loyal customer relationships. Astute Call Centre professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. With superior work ethic and expertise in working from scripted responses to resolve customer problems. Excellent conflict mediator and efficient multitasker . To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Call Center Agent
Probe Group
03.2022 - 05.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained user account data by initiating account access and establishing in database.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Automated processes to manage remote network.
- Established strong relationships through application of excellent interpersonal skills.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Approved and terminated customer contracts upon request.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- 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.
Gaming Attendant
Time zone Arcade
01.2019 - 01.2021
- Welcomed and greeted customers, answered questions and provided excellent customer service to contribute to memory-making experience
- Performed cash handling duties, provided change and balanced money at end of shift
- Maintained clean and safe work environment and monitored immediate area and surroundings for trash and debris
- Monitored gaming activities in assigned area for gaming illegal actions or suspicious activities
- Understood and demonstrated proper play of games to promote safety practices while opening, operating and closing venue
- Informed manager of duty of significant concerns, broken machines, out-of-order games and problems
- Answered guest questions to provide fun game experience
- Operated point of sale terminal to complete customer transactions
- Assisted with ticket redemption and provided prize selection to customers
- Recorded daily opening and closing reports to reconcile sales
- Conducted routine rounds through game room floor to check and test games
- Monitored tables for guest needs to identify customer service opportunities
- Greeted and informed customers about attractions, promotions and current prices to foster outstanding hospitality and service
ADMIN
Gem interiors and kitchens
01.2008 - 01.2019
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Liaised between clients and vendors and maintained effective lines of communication
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
Sales Assistant
Strand Bags
01.2017 - 01.2018
- Helped customers locate products and checked store system for merchandise at other sites
- Assisted customers with prompt and polite support in-person and via telephone
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
- Established rapport with customers using active listening and interpersonal skills
Sales Assistant
Liqourland
01.2013 - 01.2014
- Helped customers locate products and checked store system for merchandise at other sites
- Assisted customers with prompt and polite support in-person and via telephone
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
- Established rapport with customers using active listening and interpersonal skills
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
- Trained new employees on customer service, money handling and organizing strategies
Sales Assistant
Blockbuster video store
01.2011 - 01.2012
- Helped customers locate products and checked store system for merchandise at other sites
- Assisted customers with prompt and polite support in-person and via telephone
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
- Established rapport with customers using active listening and interpersonal skills
Receptionist & Server
Best western beachfront hotel
01.2010 - 01.2011
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times
- Answered customer questions about hours, seating, and menu information
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests
- Monitored seating area and checked restrooms regularly to keep spotless
- Used cash registers and credit card machines to cash out customers
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Answered phone calls to take orders, give information and document reservations
- Completed daily side work and opening and closing duties without fail
Sales Assistant
Liqourland
01.2008 - 01.2010
- Helped customers locate products and checked store system for merchandise at other sites
- Assisted customers with prompt and polite support in-person and via telephone
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff
- Established rapport with customers using active listening and interpersonal skills
All-rounder
Pure and natural juice bar
01.2007 - 12.2007
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment
- Cleaned counters, machines, utensils, and seating areas daily
- Controlled line and crowd with quick, efficient service
- Maintained regular and consistent attendance and punctuality
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment
- Memorized recipes for specialty coffee beverages and seasonal offerings
Cashier
Farmer Jacks
01.2006 - 10.2006
- Greeted customers entering store and responded promptly to customer needs
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
Education
Certificate III - Youth Work And Community Services
North Metropolitan TAFE
Midland, WA01.2008
Skills
- Inside and Outside Sales
- Sales Expertise
- PCI (Payment Card Industry)
- Opening and Closing Procedures
- Cash Register Operation
- Cash Handling
- Product and Service Sales
- Customer Needs Assessment
- Payment Processing
- Till Counting
- Credit and Debt Card Processing
- Product Merchandising
- Returns and Refunds
- Stock Management
- Inventory Management Strategy
- Information Updates
- Brand and Product Knowledge
- Social Media Platforms
- Persuasive Selling
- Staff Assignments
- Meeting Logistics
- Following Supervisor Instructions
- Procurement and Sales
- Personalized Support
- Supplier Liaison
- Advising and Coaching
- Microsoft Access
- Suggestive Selling
- Administering Social Media Accounts
- Quantity Checking
- Meeting KPIs
- Selling Skills
- Safe Equipment Handling
- Hospitality and Accommodation
- Customer Experience ManagementHigh-Volume Environments
- Providing Feedback
- Stock Management and Auditing
- Upselling Strategies
- Answering Customer Questions
- Team Meetings
- Hygiene Standards
- Google Docs
- Client Correspondence
- Phone Answering
- Serve Customers
- Social Perceptiveness
- Website Navigation
- Guest Experiences
- Promote Products
- Building Customized Solutions
- Merchandising Proficiency
- Online Systems
- Active Learning
- Restock Shelves
- Billing and Payment Processing
- Office Supplies and Inventory
Responsibilities And Skills
Experience working with both inbound and outbound calls., Working with customers to provide a service that will suit their needs., Ability to take hardship calls with respect and understanding., New connections and disconnections., Working with other organizations to gain the best outcomes for customers/clients., Working with multiple software programs at once., Working with dual screens., Ability to perform in and out of the office., High customer feedback score., Ability to learn new tasks quickly and efficiently., General administration duties., Dealing with enquiries., Data entry., Meeting and greeting visitors to ensure they are signed in and out correctly., Opening and closing stores., Knowledge and training in COVID sanitary procedures., Monitoring stock, ordering stock and visual merchandising., Knowledge of many different POS Systems and the ability to learn new systems quickly.
Timeline
Call Center Agent
Probe Group
03.2022 - 05.2023
Gaming Attendant
Time zone Arcade
01.2019 - 01.2021
Sales Assistant
Strand Bags
01.2017 - 01.2018
Sales Assistant
Liqourland
01.2013 - 01.2014
Sales Assistant
Blockbuster video store
01.2011 - 01.2012
Receptionist & Server
Best western beachfront hotel
01.2010 - 01.2011
ADMIN
Gem interiors and kitchens
01.2008 - 01.2019
Sales Assistant
Liqourland
01.2008 - 01.2010
All-rounder
Pure and natural juice bar
01.2007 - 12.2007
Cashier
Farmer Jacks
01.2006 - 10.2006
Certificate III - Youth Work And Community Services
North Metropolitan TAFE
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