TAMLA O'BRIEN
Pakuranga,New Zealand
Summary
Knowledgeable Call center position with strong background in managing high-volume inbound calls and ensuring customer satisfaction. Successfully resolved complex customer issues and maintained high-quality service standards. Demonstrated exceptional communication and problem-solving skills to enhance team productivity and client retention.
Experienced customer service professional with strong communication skills and ability to handle high-volume inbound inquiries. Focused on team collaboration and consistently achieving results. Reliable and adaptable in dynamic environments. Proficient in problem-solving and maintaining positive customer experience.
Overview
13
13
years of professional experience
Work History
Inbound Call Center Representative
Answer Services Ltd
Auckland
03.2018 - 09.2022
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Outbound Calls
Answer Services Ltd
Auckland CBD
08.2012 - 01.2015
- Taking a range of top quality and personalised calls within New Zealand
- Companies from Vodafone short messages, Aspiring Asset Management, North Shore Roofing Venluree, providing a professional manner and offer assistance to the caller, answering the call promptly with correct greeting strip to be used right the first time
Collections Officer
Brand Developers 2010 Limited
Auckland
03.2009 - 03.2012
- Company Overview: Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- Call centre inbound/outbound
- Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
Collections Officer
Brand Developers 2010 Limited
Auckland
10.2010 - 11.2011
- Company Overview: Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- When the First Declines team was realigned with the Customer Service department in late 2010, I chose to remain with the Collections department and accept a position as a full time Collections Officer
- The position involved making contact with outstanding debtors to arrange for the payment of their accounts
- Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- Key Skills: Verbal communication, Credit control, Debt collection, Time management, Adhering to KPI requirements
First Declines/Collections
Brand Developers 2010 Limited
Auckland
07.2009 - 09.2010
- Company Overview: Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- When the internal Collections Department at Brand Developers was formed in July 2009, the First Declines team was reassigned to work with them instead of the Sales Department
- We also assisted with the collections task when necessary
- Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- Key Skills: Verbal communication, Spread sheet maintenance, Credit control, Credit card processing, Collections
First Declines/Sales
Brand Developers 2010 Limited
Auckland
04.2009 - 06.2009
- Company Overview: Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- First Declines is an administrative support position related to the sales department
- It involves contacting customers when their payment fails to go through for the initial payment and credit control
- Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- Key Skills: Verbal communication, Spread sheet maintenance, Credit control, Credit card processing, Internal communication
Inbound/Outbound Sales
Brand Developers 2010 Limited
Auckland
03.2009 - 04.2009
- Company Overview: Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- Taking inbound calls from customers interested in a product advertised on our infomercials, and calling them back with product information and pricing
- Brand Developers 2010 Ltd is one of the largest DRTV companies in Australasia
- Carrying a range of products from cosmetics and clothing through to exercise equipment
- Key Skills: Verbal communication, Sales-related dialogue, Objection handling, Product knowledge
Education
School Certificate - English, Typing, Workshop Technology
Sixth Form Certificate - Typing, Computer Studies
Vocational Training - Computing - Word for Windows
Selwyn Community Education
01.2002
Computer Studies -
Selwyn Community Education
01.2001
Skills
- Customer Service
- Typing Speed 50 wpm
- Cash handling
- Eftpos
- Hospitality
- Open
- Friendly
- Approachable
- Team player
- Excellent listener
- Tidy
- Efficient
- Microsoft Word
- Microsoft Outlook
- Internet Explorer
- Computerised till systems
- Professional telephone manner
- Dealing with people from a wide range of social backgrounds
- Bar tending
- Table service
- Meet & greet
- Buffet service
- Room service
- Verbal communication
- Credit control
- Debt collection
- Time management
- Adhering to KPI requirements
- Spread sheet maintenance
- Credit card processing
- Internal communication
- Sales-related dialogue
- Objection handling
- Product knowledge
Timeline
Inbound Call Center Representative
Answer Services Ltd
03.2018 - 09.2022
Outbound Calls
Answer Services Ltd
08.2012 - 01.2015
Collections Officer
Brand Developers 2010 Limited
10.2010 - 11.2011
First Declines/Collections
Brand Developers 2010 Limited
07.2009 - 09.2010
First Declines/Sales
Brand Developers 2010 Limited
04.2009 - 06.2009
Collections Officer
Brand Developers 2010 Limited
03.2009 - 03.2012
Inbound/Outbound Sales
Brand Developers 2010 Limited
03.2009 - 04.2009
Sixth Form Certificate - Typing, Computer Studies
Vocational Training - Computing - Word for Windows
Selwyn Community Education
Computer Studies -
Selwyn Community Education