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
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
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
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
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
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
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
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