I have enjoyed 10 years of success in the customer service industry and more recently I have gained 23 months of call center experience working for American Express and Salmat in various positions. My passion lies in building relationships between customers and their organisations, leveraging the perception of value held by these customers. Through my time at American Express I have given great results, demonstrating excellent knowledge and learning capacity, leadership, the ability to take… Show more I have enjoyed 10 years of success in the customer service industry and more recently I have gained 23 months of call center experience working for American Express and Salmat in various positions. My passion lies in building relationships between customers and their organisations, leveraging the perception of value held by these customers. Through my time at American Express I have given great results, demonstrating excellent knowledge and learning capacity, leadership, the ability to take ownership and follow up and a passion for going above and beyond to resolve both the simplest and the most complex enquiries. My focus is around building relationships with card members and adding value to their experience through relevant offers and information.Maintaining an organised and structured knowledge of all offers, products and technical information ensuring all card member interactions are timely and relevant.Providing outstanding customer service through product and process knowledge, rapport building, using intuition and demonstrating an understanding of individual customers circumstances and needs. Show less

Developing the attitudinal qualities, skills and knowledge of team members with the aim of exceptional customer service.Rewarding and recognizing team members.Conducting appraisals of customer service, sales and senior agents. Preparing reports for, and reporting to internal and external stakeholders and clients. Conducting team meetings.Rostering of team members. Conducting one on one reviews of team members. Managing serious escalated customer complaints. Managing the relationship… Show more Developing the attitudinal qualities, skills and knowledge of team members with the aim of exceptional customer service.Rewarding and recognizing team members.Conducting appraisals of customer service, sales and senior agents. Preparing reports for, and reporting to internal and external stakeholders and clients. Conducting team meetings.Rostering of team members. Conducting one on one reviews of team members. Managing serious escalated customer complaints. Managing the relationship between Salmat and the Commonwealth Bank, affirming a positive affiliation and ensuring contract security and compliance.Assisting the Contact Center Manager as required with reporting and administrative duties Show less