Julie Nelson
Palmerston North,AUK
Summary
Customer service professional with a strong track record at Contact Energy, recognized for enhancing customer satisfaction and driving sales through effective product knowledge and active listening. Expertise in payment processing and conflict resolution, fostering strong client relationships that lead to repeat business and increased profitability. Proven ability to manage high volumes of inbound calls while maintaining positive customer interactions. Skilled in CRM systems, with a focus on communication, empathy, and problem-solving to achieve results.
Overview
6
6
years of professional experience
Work History
CSR, Sales
Contact Energy
Levin, Horowhenua
10.2019 - Current
- Listened to customer needs to identify and recommend best products and services.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
- Adhered strictly to company policies and procedures while handling customer queries and requests.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Recognized security risks to properly handle situations.
- Developed strong customer relationships to encourage repeat business.
- Worked effectively in team environments to make the workplace more productive.
Skills
- Customer service and support
- Product knowledge and billing
- Payment processing and conflict resolution
- Active listening and problem solving
- Relationship management and rapport building
- Sales strategies and upselling
- Team collaboration under pressure
- Understanding customer needs and CRM software
Affiliations
- Playing pool
- swimming
- going to the gym
- cooking
Timeline
CSR, Sales
Contact Energy
10.2019 - Current
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