Sharon Walcot-Wood
Takapuna,AUK
Summary
Adept at fostering customer relationships and resolving complaints, I significantly enhanced loyalty and satisfaction rates at Vetus-Maxwell APAC. My blend of effective communication and problem-solving skills, coupled with proficiency in data entry and call center operations, drives continuous improvement and team success.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
GN Hearing
04.2022 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- 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.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
Customer Service Representative
Vetus-Maxwell APAC
04.2019 - 04.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Secretary and Trustee
Sport Gulf Harbour
01.2016 - 02.2020
- Managed phone and email correspondence and handled incoming and outgoing mail and emails
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- This was a charitable trust that provided sporting opportunities for the local community.
Administration Assistant
Massimo's Italian Cheeses
07.2018 - 03.2019
- Reduced administrative workload for supervisors, managing calendar appointments and coordinating meeting logistics.
- Assisted coworkers and staff members with special tasks on daily basis.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed filing system, entered data and completed other clerical tasks.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Education
Bachelor of Science - Politics And Sociology
The University of Waikato
Hamilton, NZ11-2010
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- Customer relations
- Product knowledge
- Customer relationship management
- Multitasking and organization
- Email communication
- Phone etiquette
- Issue follow up
- Computer skills
- Calm under pressure
- Teamwork and collaboration
Timeline
Customer Care Representative
GN Hearing
04.2022 - Current
Customer Service Representative
Vetus-Maxwell APAC
04.2019 - 04.2022
Administration Assistant
Massimo's Italian Cheeses
07.2018 - 03.2019
Secretary and Trustee
Sport Gulf Harbour
01.2016 - 02.2020
Bachelor of Science - Politics And Sociology
The University of Waikato
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