Milka Spehar
Adelaide
Summary
Dynamic customer service professional with a proven track record at AMP, excelling in problem-solving and CRM utilization. Recognized for enhancing client satisfaction and streamlining processes, I effectively managed high call volumes while fostering strong relationships. Skilled in credit analysis, I consistently exceeded performance metrics, contributing to operational success. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
6
6
years of professional experience
Work History
Call Center Representative
AMP
02.2022 - 07.2025
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM software to document interactions and track customer requests accurately.
- Trained new team members on call handling procedures and system navigation.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Implemented best practices to reduce call handling time while maintaining satisfaction levels.
- Escalated complex issues to appropriate departments, ensuring timely resolution for clients.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Sales Assistant /Personal Loan Specialist
Cash Converters
11.2019 - 01.2022
- Provided exceptional customer service, addressing inquiries and resolving issues to enhance customer satisfaction.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Processed transactions efficiently using POS systems, maintaining accuracy in cash handling and record-keeping.
- Collaborated with team members to implement merchandising strategies that improved product visibility and sales.
- Evaluated loan applications to determine eligibility and risk factors.
- Collaborated with clients to gather necessary documentation for loan processing.
- Analyzed financial data to assess borrower creditworthiness and repayment capabilities.
- Educated clients on various loan products and terms to facilitate informed decisions.
- Streamlined application processes, improving overall efficiency and customer satisfaction.
- Mentored junior staff on compliance regulations and best practices in lending processes.
- Implemented new software tools to enhance tracking of loan status and communication with clients.
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Cultivated lasting relationships with satisfied clients that led to repeat business as well as referrals from friends or family members.
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
- Monitored loan repayments and followed up on delinquent accounts, minimizing non-performing assets.
- Conducted regular training sessions for new loan officers, enhancing team competence and service quality.
Education
Diploma - Finance And Mortgage Broker Management
National Finance Institute
Online09-2025
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Product knowledge
- Customer relationship management (CRM)
- Call documentation
- Microsoft office
- Office administration
- Clerical support
- Credit analysis
- Risk management assessments
Accomplishments
- Employee of the year in 2021
- Exceeded cash flow targets in 2021
- Completed a Team Leaders program in 2023 - nominated by Manager to participate.
Timeline
Call Center Representative
AMP
02.2022 - 07.2025
Sales Assistant /Personal Loan Specialist
Cash Converters
11.2019 - 01.2022
Diploma - Finance And Mortgage Broker Management
National Finance Institute