1. Daniel Beasley
3 Jackman Crt
Wyndham Vale 3024
Mobile: 0431 676 567
Beasa_au_5@hotmail.com
Customer Service Rep /
6 Years + Experience in Call Center Settings
Polished, professional customer service rep offering:
 More than six years of experience providing customer support in busy call
center environments for public utility and insurance industry employers.
 An unwavering commitment to customer service, with the ability to build
productive relationships, resolve complex issues and win customer loyalty.
 Strategic-relationship/partnership-building skills -- listen attentively, solve
problems creatively, and use tact and diplomacy to find common ground and
achieve win-win outcomes.
Experience
Customer Service Representative
12/2010-12/2016, AegisGlobal, Werribee
Handle customer inquiries, complaints, billing questions and payment
extension/service requests. Calm angry callers, repair trust, locate resources for
problem resolution and design best-option solutions. Interface daily with internal
partners in accounting, field services, new business, operations and consumer affairs.
Key Accomplishments:
 Managed a high-volume workload within a deadline-driven environment.
Resolved an average of 550 inquiries in any given week and consistently met
performance benchmarks in all areas (speed, accuracy, volume).
 Became the lead “go-to” person for new reps and particularly challenging calls
as one of the company’s primary trainers of new and established employees.
 Helped company attain the highest customer service ratings (as determined by
external auditors) -- earned 100% marks in all categories including
communication skills, listening skills, problem resolution and politeness.
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness,
intense customer focus and dependability in performance evaluations.
 Often selected for Subject Matter Expert and Coaching roles.
 Running of a pilot program for credit management and collection.
 Managing the a team for a insurance product, liasoning with the client and
external sources about the product development and resolution for claims.

2. Education
2/2015-2/2016, Certificate IV – Frontline Management, Melbourne
Completed thirteen 4-hour modules of customer service training and managing.
Topics included how to:
 Manage upset customers, conflicts and challenging situations
 Team leading and management
 Motivation and assisting groups
 Handling difficult conversations
12/2010-1/2011, Certificate III – Customer Service, Melbourne
Completed 4 week training in customer service and contact centre training.
 Greet, service and transferring of customer calls.
 Build rapport, listen, clarify and manage conversational flow
2/1998-11/1998, VCE Year 12, Braybrook
Completed VCE with the following 5 subjects.
 Accounting, Math’s Methods, Physics, Specialist Math’s, English.
Skills
Skill Name Skill Level Last Used/Experience
Customer Service Expert Currently used / 8 years
Call Center
Service Operations
Expert Currently used / 8 years
Dispute Resolution Expert Currently used / 8 years
Sales Lead Generation Expert Currently used / 8 years
Data Entry Expert Currently used / 8 years
Multiline Phone Use Expert Currently used / 8 years
MS Word, Excel and Access
SAP and Siebel Use
Intermediate
Expert
Currently used / 6 years
Currently used / 6 years
AdditionalInformation
 Willing to relocate
 Willing to travel up to 25% of the time
 People person
 Problem solver