Teresa Graves
Masterton,WGN
Summary
Since entering the workforce, I have worked in various industries including retail, sales, and customer service, both on a permanent part and full-time basis. I have gained valuable experience and knowledge of the customer service and retail sectors as a whole, with exceptional customer service skills that include passion, empathy, communication and learning. I have always demonstrated a high level of personal and professional integrity, and have demonstrated on multiple occasions my capabilities by taking on additional duties and responsibilities, working them successfully and receiving recognition.
Overview
18
18
years of professional experience
Work History
Billing and Field Services Specialist
Powershop AU
11.2022 - Current
- Managing high-volume workloads, and prioritizing tasks to ensure timely completion and quality results.
- Liaising with other electricity retailers regarding the transferring of billing rights between properties.
- Ensuring that customer expectations are met and communication is opened with customers if they are not.
- Organizing job requests for the removal, final billing and decommissioning of both electricity and gas meters.
- Currently in training for the new installation and connection of electricity meters, liaising with distribution networks and metering providers.
Customer Service Representative
Powershop AU
09.2019 - 11.2022
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Communications Consultant
Spark NZ
04.2017 - 08.2019
- Participated in visual merchandising efforts to create attractive displays and stimulate buyer interest.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Greeted customers and helped with product questions, selections, and purchases.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Checkout Operator
New World Supermarket (Carterton)
05.2016 - 04.2017
- Worked flexible schedule and extra shifts to meet business needs.
- Realigned shelf, bin and rack merchandise to restore presentation of items and promote sales.
- Attended to customer needs, questions, and complaints.
- Handled returns and exchanges professionally, upholding company policies while providing excellent customer service.
- Provided exceptional service to customers, promptly addressing concerns and answering inquiries.
- Monitored self-checkout systems and provided help in resolving complex problems.
Customer Service Representative
Carter Holt Harvey (Carters - Carterton)
10.2016 - 01.2017
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Ensured compliance with regulations concerning hazardous materials storage, contributing to a safe working environment.
- Reduced stock shortages by closely monitoring inventory levels and promptly ordering necessary supplies.
Customer Service Officer / Supervisor
Roads and Maritime Services
07.2010 - 03.2016
- Helped large volumes of customers every day with positive attitude and focus on customer satisfaction.
- Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
- Maintained up-to-date knowledge of product and service changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Delivered prompt service to prioritize customer needs.
Retail Sales Assistant / Supervisor
My Place / Sam's Warehouse
11.2009 - 08.2014
Data Entry / Office Assistant
Christian Venues Association
02.2010 - 05.2010
Casual Sales Assistant
Michel's Patisserie
08.2008 - 02.2009
Casual Sales Assistant
Proud's Jewellers
11.2005 - 01.2006
Education
Certificate III - Emergency Care (First Responder)
Whitireia New Zealand
Porirua, NZ04.2023
Certificate III - Business Administration
Franklyn Scholar
Sydney, New South Wales05.2011
High School Diploma -
Penrith Anglican College
Penrith, NSW12.2007
Skills
- Customer Support
- Data Entry
- Verbal and written communication
- Calm and Professional Under Pressure
- Product and service knowledge
- Customer communications
- Administrative and Office Support
- Professional telephone demeanour
Summary Of Areas Of Strength
- A positive disposition and 'can do' attitude with effective people management skills
- A passion for customer service with a strong professional ethic
- Effective communication, interpersonal and negotiation skills
- Highly organised with excellent conceptual, analytical and problem solving skills
- Effective written and typing skills that include policy documentation, letters, and submissions
- Flexible and adaptable to a changing work environment
- Highly effective computer skills
- Effective administrative skills with the ability to learn new procedures and systems quickly
Timeline
Billing and Field Services Specialist
Powershop AU
11.2022 - Current
Customer Service Representative
Powershop AU
09.2019 - 11.2022
Communications Consultant
Spark NZ
04.2017 - 08.2019
Customer Service Representative
Carter Holt Harvey (Carters - Carterton)
10.2016 - 01.2017
Checkout Operator
New World Supermarket (Carterton)
05.2016 - 04.2017
Customer Service Officer / Supervisor
Roads and Maritime Services
07.2010 - 03.2016
Data Entry / Office Assistant
Christian Venues Association
02.2010 - 05.2010
Retail Sales Assistant / Supervisor
My Place / Sam's Warehouse
11.2009 - 08.2014
Casual Sales Assistant
Michel's Patisserie
08.2008 - 02.2009
Casual Sales Assistant
Proud's Jewellers
11.2005 - 01.2006
Certificate III - Emergency Care (First Responder)
Whitireia New Zealand
Certificate III - Business Administration
Franklyn Scholar
High School Diploma -
Penrith Anglican College
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