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