Amberlin Stephens
Manurewa,AUK
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.
Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Call Center Representative
The Warehouse Group
05.2020 - 07.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Call Center Representative
Brightside Product Care (Harvey Norman)
01.2018 - 04.2020
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Approved and terminated customer contracts upon request.
Hospitality Worker
Melba Restaurant
06.2015 - 04.2017
- Assisted in improving overall restaurant efficiency by effectively communicating with kitchen staff and management.
- Ensured accurate order-taking and timely delivery of meals to guests, resulting in positive feedback and repeat business.
- Developed strong multitasking skills by simultaneously managing multiple tables and attending to various guest needs.
- Displayed strong attention to detail when setting tables and presenting dishes, enhancing the overall dining experience for guests.
- Responded promptly to customer inquiries or concerns, demonstrating excellent problem-solving abilities.
- Handled high-pressure situations calmly during peak hours while maintaining exceptional service standards.
- Served food and beverages promptly with focused attention to customer needs.
Skills
- Complaint Resolution
- Payment Processing
- Data Entry
- Sales Closing
- Technical Support
- Customer Service
Affiliations
- Athlete (Crossfit & Weightlifting)
- Gardening - Growing my own vegetable garden
- Beauty Therapy - Makeup & Lash Artist
Timeline
Call Center Representative
The Warehouse Group
05.2020 - 07.2021
Call Center Representative
Brightside Product Care (Harvey Norman)
01.2018 - 04.2020
Hospitality Worker
Melba Restaurant
06.2015 - 04.2017
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