Grace Falwasser
Cable bay,Cable Bay
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
2 Degrees
Kerikeri, Northland
01.2019 - 05.2024
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Strengthened customer retention by offering discount options.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Updated databases with new and modified customer data.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Call Centre Manager
HRV
Whangarei, Northland
01.2018 - 01.2019
- Organized team building activities designed to improve morale among staff members.
- Collaborated with other departments to ensure efficient resolution of issues.
- Monitored customer feedback data and identified areas of improvement.
- Assisted with hiring, training, coaching and developing staff members.
- Conducted regular performance reviews for customer service team members.
- Developed strategies for handling challenging customers while preserving positive relationships.
- Managed projects related to process improvements or new initiatives within the organization.
- Identified opportunities to enhance the effectiveness of the overall customer experience.
- Participated in brainstorming sessions aimed at improving existing processes or services.
- Provided leadership, guidance and support to customer service representatives.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Monitored phone calls to provide feedback and coaching.
Education
Level 3 And 4 Computer And Business Skills - Computer And Business
Hamilton Business School
Hamilton01-2017
Hospitality Level 3 And 4 - Hospitality
NZMA Hamilton
Hamilton 01-2014
Fairfield College
Hamilton, NZSkills
- Data Collection
- Paperwork Processing
- Information Security
- Complaint resolution
- Product Knowledge
- Consultative Sales
- Data Entry
- Call Management
- Inbound and Outbound Calling
- Account updating
- Professional telephone demeanor
- Payment Processing
- Problem Resolution
- Microsoft Outlook
- Sales expertise
- Lead Generation
- Escalation management
- De-Escalation Techniques
- Client Relations
- Courteous demeanor
- Conflict Mediation
- CRM Software
- Sales closing
- Credit card payment processing
- Senior leadership support
- Retail Marketing
- Active Listening
- Order Fulfillment
- Product Sales
- Product Education
- Conflict Resolution
- Complaint Handling
- Coordination
- Problem-solving abilities
- Typing [Number] WPM
- Customer Service
- Building rapport
- Team Development
- Positive and professional
- Typing proficiency
- Retail sales customer service
- Staff Training
Languages
English
Professional
Affiliations
- Self employed (Skincare business)
- Created 2 charity groups Te Rakei Whakaehu based (supports youth) in the Waikato and Northland Healers based in the Northland region (holistic healing hubs around Northland
Timeline
Customer Service Representative
2 Degrees
01.2019 - 05.2024
Call Centre Manager
HRV
01.2018 - 01.2019
Level 3 And 4 Computer And Business Skills - Computer And Business
Hamilton Business School
Hospitality Level 3 And 4 - Hospitality
NZMA Hamilton
Fairfield College
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