Kelly Rose
Auckland,AUK
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Overview
11
11
years of professional experience
Work History
Online Customer Service Representative
Smith and Caughey's
Auckland CBD, Auckland
03.2022 - Current
- Resolved customer complaints in a timely manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with account maintenance issues such as password resets, order tracking and payment processing.
- Performed follow-up tasks after each call or online conversation with customers.
- Answered customer inquiries via phone, email.
- Adhered to company policies and procedures for handling sensitive data.
- Escalated complex queries or complaints to senior staff members for resolution.
- Demonstrated excellent communication skills when handling difficult customer service situations.
- Provided feedback to other departments regarding any identified problems.
- Resolved payment issues efficiently to improve customer satisfaction and loyalty.
- Updated databases with new and modified customer data.
Office Administrative Assistant
Accordo Group
Auckland North Shore , Auckland
08.2013 - 07.2015
- Ensured that all collected data was stored securely according to established protocols.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Responded effectively to sensitive inquiries or complaints.
- Answered questions from customers regarding products and services offered by the company.
Education
Wentworth College
Gulf Harbour Skills
- Call handling
- CRM Software
- Account Services
- Customer Service
- Order and Refund Processing
- Problem-solving abilities
- Calm Under Pressure
Timeline
Online Customer Service Representative
Smith and Caughey's
03.2022 - Current
Office Administrative Assistant
Accordo Group
08.2013 - 07.2015
Wentworth College
Similar Profiles
Rangiamoa KipaRangiamoa Kipa
Stock Coordinator at Smith & Caughey'sStock Coordinator at Smith & Caughey's
DIANA MARIE COTTODIANA MARIE COTTO
Project Coordinator/Business Support Executive at Smith Family Home Office (Mrs. Barbara Smith)Project Coordinator/Business Support Executive at Smith Family Home Office (Mrs. Barbara Smith)
Floyd MendezFloyd Mendez
SENIOR SERVICE MANAGER at JBG Smith, Vornado Charles E. SmithSENIOR SERVICE MANAGER at JBG Smith, Vornado Charles E. Smith
Lianne Roquid (RN)Lianne Roquid (RN)
Registered Nurse, General Surgical/Trauma Unit at Auckland City HospitalRegistered Nurse, General Surgical/Trauma Unit at Auckland City Hospital
Olivia Yujie ShuaiOlivia Yujie Shuai
Graphic Designer (Practice) at Jiangsu Zhongrong Jiantuo Kechuang Development Co. Ltd.Graphic Designer (Practice) at Jiangsu Zhongrong Jiantuo Kechuang Development Co. Ltd.