Tanya Augustine
Summary
Dedicated and hard-working customer service representative, able to connect with customers and maintain rapport. Proven ability to resolve customer's issues, and meet productivity goals. Reliable and adaptable, with strong time management skills. Background in journalism allow an overall friendly, people-centric approach.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
DBS Bank
07.2022 - Current
- Enhanced customer satisfaction by promptly addressing their financial and banking concerns, and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Atome
07.2021 - 07.2022
- Collaborated with staff from various different companies, in order to promote and sell product to customers in-store
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
DBS Bank
03.2019 - 06.2020
- Managed customer's financial enquiries and requests over the phone and through secured chat, while ensuring security under the Personal Data Protection Act
- Collaborated with team members and different relevant departments, to investigate enquiries and requests on customer's behalf.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
The Good Guys Concierge
01.2018 - 11.2018
- Coordinated with manufacturers and service centres to ensure continuous customer service support and efficient repairs of various white goods
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Skilled at mediating conflicts efficiently, to the benefit of both the company and customers alike.
Customer Care Representative
The Good Guys Customer Care
09.2017 - 01.2018
- First point of contact for all customer enquiries – ensured customers received timely and positive customer service service, as well as accurate and up-to-date information
- Utilized CRM systems to accurately track customer interactions and update account information.
- Supervised web orders, ensuring quality control and managing customers' frustrations.
Intern Writer
Offspring Magazine
05.2017 - 09.2017
- Wrote engaging and well-researched articles on motherhood and child development for the online magazine.
- Continuously strategized to increase brand awareness, promote customer engagement, and drive web traffic and conversions.
- Improved online presence by regularly updating company blog with relevant and informative posts that attracted a wider audience.
Call Centre Fundraiser
Smart Health Australia
03.2017 - 07.2017
- Organized necessary assistance to various Australian charities, by ensuring continuous donor support
- Proficiently handled donors' sensitive data on a daily basis
- Offered excellent customer service to donors and sponsors to enhance relationships and increase funding.
Administrative assistant
TG Simon Pte Ltd
03.2013 - 07.2013
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Intern Journalist
The New Paper, National Singapore Newspaper
09.2012 - 02.2013
- Demonstrated adaptability by covering various beats, including politics, crime, lifestyle, and education news.
- Wrote detailed, well-researched articles daily, under tight schedules – adapted quickly to new information, and organized news stories with the aim of providing accurate, riveting news to the readers
- Developed strong relationships with sources to gain exclusive insights for reporting purposes.
- Collaborated with editors to refine and polish articles, resulting in increased reader engagement.
Education
Bachelor of Arts - Double Majors in History And Political Science
University of Melbourne
Australia01.2016
Diploma - Creative Writing For Television And New Media
Singapore Polytechnic
01.2013
Skills
- Excellent verbal and written communicator
- Intermediate computer skills – Microsoft Excel, Word CRM, Adobe Photoshop, etc
- Excellent conflict resolution skills, and a collaborative worker
- Friendly and outgoing, self-motivated
- Organized and detail-orientated
Timeline
Customer Service Representative
DBS Bank
07.2022 - Current
Customer Service Representative
Atome
07.2021 - 07.2022
Customer Service Representative
DBS Bank
03.2019 - 06.2020
Customer Service Representative
The Good Guys Concierge
01.2018 - 11.2018
Customer Care Representative
The Good Guys Customer Care
09.2017 - 01.2018
Intern Writer
Offspring Magazine
05.2017 - 09.2017
Call Centre Fundraiser
Smart Health Australia
03.2017 - 07.2017
Administrative assistant
TG Simon Pte Ltd
03.2013 - 07.2013
Intern Journalist
The New Paper, National Singapore Newspaper
09.2012 - 02.2013
Bachelor of Arts - Double Majors in History And Political Science
University of Melbourne
Diploma - Creative Writing For Television And New Media
Singapore Polytechnic
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