Catherine Hyde Email & Phone Number

Progression from Care Dept, to Sales Team to Senior Resolutions Officer - recently transferred to Origin Business Centre.•Completion of Cert lll in Customer Contact •Developed a Card Reference System for easy access to Products, Policies & Procedures•Trained in the application of several new computer systems & applications including SAP•Expressed an interest in participating in the WH& S environment at Werribee Duties:•Resolve all concerns and queries for inbound calling customers•Provide a professional level of inbound customer service to all callers•Determine caller identity and requirements and ensure callers reach the correct department •Provide accurate and current information on plans and products according to policies and procedures•Inform all callers of company Privacy Policies and Procedures in accordance with Australian Legislation•Ensure customers and clients are made aware of their rights and responsibilities in relation to their accounts•Adhere to and maintain set KPI's •Review activities to measure productivity and goal achievement and determine areas needing improvement•Maintain high levels of housekeeping standards; effective troubleshooting; problem solving•Work in a strong team environment, focused on recognizing and improving strengths and weaknesses •Establish productive relationships and rapport with customers and clients on an ongoing basis•Maintain all records using SAP and all available in-house systems such as BPP's (Best Practice Procedures)•Adhere strictly to relevant legislation and company policies and procedures •Assist with training new Call Centre Agents to ensure quality delivery of services•Comply with all Health & Safety procedures

Successful in my application for the role of Training Sponsor for new employees in addition to my current role•Trained other staff in the operation of a new computer system WWCS (World Wide Chain Stores) purposely designed to suit our business.•Managed the newly evolved Customer Claims Department and played a major role in developing the documents, databases and reporting systems required for this rapidly growing business. Duties: •Responded to customer enquiries and processed customer orders•Followed up on customer orders and provided product support and ETA's on delivery's•Investigated, resolved and reported on all customer related complaints•Negotiated suitable resolutions to complaints with customers; arranged correct products to be sent to customers•Provided detailed summaries of complaints issues for operational meetings and senior management•Developed all documentation, manual and protocols governing the Customer Complaints Department•Conducted Site Inductions and training for new staff in Manual Handling, Health & Safety, Fire Safety Awareness, Company Housekeeping Rules •Completed, updated and maintained all training attendance records