Simon martin
Auckland
Summary
Dynamic customer service professional with extensive call center experience at Prestige Loos Ltd, known for enhancing customer satisfaction through active listening and effective complaint handling. Proven ability to resolve conflicts and improve team efficiency, leveraging CRM software and a strong focus on customer relations to foster positive interactions.
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
27
27
years of professional experience
Work History
CSR Operator
Prestige Loos Ltd
08.2023 - Current
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Answered constant flow of customer calls with minimal wait times.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
Race Day Operator
Auckland Racing Board
01.1998 - Current
- Operated TAB Terminal for busy work days/meetings.
- Monitored equipment for issues, maintaining consistent output.
- Improved operational efficiency by conducting regular maintenance checks.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Upheld quality standards through regular inspections of completed products, addressing any inconsistencies immediately.
Call Centre Despatcher
Corporate Cabs Ltd
02.2002 - 07.2023
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely information.
- Directed dispatching, routing, and tracking of 60 fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Analyzed customer feedback and provided solutions to improve customer service.
Education
High School Diploma -
Tamaki College
Glen Innes, NZSkills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Active listening
- Professional telephone demeanor
- Customer relations
- Data entry
- Problem resolution
- Product knowledge
- Team development
- Call center operations
- Microsoft Office Suite
- Reading comprehension
- Conflict mediation
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English
Full Professional
Timeline
CSR Operator
Prestige Loos Ltd
08.2023 - Current
Call Centre Despatcher
Corporate Cabs Ltd
02.2002 - 07.2023
Race Day Operator
Auckland Racing Board
01.1998 - Current
High School Diploma -
Tamaki College
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