Kellie Knight
Kaitaia,NTL
Summary
Dynamic Customer Specialist with ASB Bank, adept at enhancing customer satisfaction through effective complaint handling and relationship building. Skilled in problem-solving, I successfully resolved customer issues, contributing to improved service procedures and fostering team collaboration. Committed to delivering exceptional service and maintaining high-quality interactions.
Overview
25
25
years of professional experience
Work History
Customer Specialist
ASB Bank
02.2006 - Current
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone up to 30 calls and emails and web-based platforms.
- Provided customers with detailed information on company products, services and materials.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Directed customers to appropriate departments for additional support.
- Assessed and offered solutions to improve procedures and customer experiences.
- Increased customer satisfaction by providing personalized service and addressing individual needs.
- Maintained detailed knowledge of products and services offered, enabling accurate information dissemination and prompt issue resolution.
- Managed high call volume efficiently, maintaining impeccable quality in customer interactions.
- Conducted regular follow-ups to ensure complete resolution of customers'' issues and satisfaction with the outcome.
- Balanced multiple priorities effectively while assisting customers, minimizing wait times without compromising on quality of service provided.
- Developed rapport with clients through effective communication and active listening skills.
- Contributed to the development of best practices within the team by sharing insights gained from daily interactions with customers.
- Recorded product or service failure complaints and notified appropriate departments.
- Responded to customer requests for products, services, and company information.
Deceased Estates
ASB Bank
03.2000 - 01.2006
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
Education
Lynfield College, Auckland
Auckland, AUKSkills
- Complaint handling
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Data collection
- Quality control
- Follow-up skills
- Paperwork processing
- Call management
- Prioritization
- Record preparation
- Decision-making
- Task prioritization
- Product knowledge
Timeline
Customer Specialist
ASB Bank
02.2006 - Current
Deceased Estates
ASB Bank
03.2000 - 01.2006
Lynfield College, Auckland
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