Renee Liti
Auckland,AUK
Summary
I am a senior Customer Service Representative with a background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers, and also my colleagues. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Highly motivated mother of four and happily married to my husband of Ten years, I thrive on learning new skills quickly and approach daily challenges with flexibility and openness to changing needs. Superior work ethic with excellent communication, multitasking and prioritization skills.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Auckland Transport
Auckland, AUK
06.2018 - Current
- Trained new staff on company policies and customer service best practices.
- Provided technical support for product-related issues to improve customer satisfaction.
- Conducted follow-up calls to ensure resolution of customer concerns and feedback collection.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Conducted customer service training for new hires.
- Responded promptly to inquiries from customers about products or services.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Trained team members on CRM tools and best practices for data management.
- Adhered to company policies regarding returns, exchanges, refunds for customers.
- Resolved customer complaints and issued refunds as needed.
- Performed cash handling duties accurately.
- Assisted in training new employees on proper cash handling techniques and store operations procedures.
- Followed all company policies related to cash handling procedures such as voiding and cancelling transactions when appropriate.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Provided expertise in integration of multiple systems, including Salesforce and SAP.
- Developed custom applications using Microsoft Dynamics 365 for business process optimization.
- Maintained documentation for system configurations, processes, and user guides meticulously.
Call Center Representative
Auckland Transport
Auckland, AUK
05.2016 - 11.2017
- Handled customer inquiries over the phone and email communication.
- Resolved complaints by providing accurate information and effective solutions.
- Documented customer interactions in the database for record-keeping.
- Collaborated with team members to improve service quality and efficiency.
- Maintained up-to-date knowledge of product offerings and promotions.
- Utilized call center software to track performance metrics and customer feedback.
- Followed company policies to ensure compliance and service consistency.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained strong call control and quickly worked through scripts to address problems.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Some College (No Degree) -
Edgewater College
leve1 and 2 NCEA -
James Cook High School Parent Unit
AucklandSkills
- CRM tools
- Problem solving
- De-escalation techniques
- Call center experience
- Database research
- Membership renewals
- Database maintenance
- Team building
- Product education
- Conflict resolution
- Microsoft Dynamics 365
- Customer relationship management
- Credit card processing
- Order fulfillment
- Policy improvement
- Service recommendations
- Representative training
- Documentation review
- Staff training
- Payment processing
- System implementation
- Teamwork
- Customer service excellence
- Tracking complaints
- Billing adjustments and refunds
Affiliations
I am someone who possesses a diverse range of qualities and abilities that enable me to succeed in all areas of life, I have developed a balance between personal and professional goals, built strong relationships, and possess various skills and interests that enrich my life
Accomplishments
- Performance review met each year
- Graduated to senior customer service representative
- Retailer representative
References
References available upon request.
Timeline
Senior Customer Service Representative
Auckland Transport
06.2018 - Current
Call Center Representative
Auckland Transport
05.2016 - 11.2017
Some College (No Degree) -
Edgewater College
leve1 and 2 NCEA -
James Cook High School Parent Unit