Jake Scicluna
Haz-Zebbug,66
Summary
Dynamic Call Centre Agent with proven expertise at Investate Finance, excelling in customer support and problem-solving. Enhanced client satisfaction through effective complaint resolution and streamlined service processes. Proficient in data entry and CRM systems, ensuring compliance and operational efficiency while fostering strong customer relationships. Fluent in English and Maltese.
Developed exceptional communication and customer service skills in high-volume, customer-focused environment. Proven ability to resolve complex issues and maintain composure under pressure. Seeking to transition into new field, leveraging strong problem-solving and multitasking abilities.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Centre Agent
Investate Finance
11.2024 - Current
- Assisted customers with inquiries, providing accurate information regarding financial products and services.
- Resolved customer complaints effectively, improving overall satisfaction and retention rates.
- Collaborated with team members to enhance service delivery processes and reduce wait times.
- Participated in training sessions to enhance product knowledge and improve customer interactions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Call Centre Agent
Centrecom
09.2023 - 11.2024
- Managed inbound calls, providing accurate information and resolving customer inquiries efficiently.
- Documented call interactions in CRM system, ensuring data integrity and compliance with company standards.
- Handled escalated issues, employing problem-solving skills to achieve timely resolutions for clients.
- Participated in team meetings to discuss strategies for improving operational efficiencies and customer engagement initiatives.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Clerical Worker
Ministry of Agriculture
09.2022 - 12.2022
- Processed agricultural documentation accurately and efficiently.
- Maintained organized records, ensuring easy access to information for team members.
- Supported data entry tasks using Microsoft Excel and other database systems.
- Assisted in coordinating office supplies and inventory management for smooth operations.
Education
St.Albert The Great College
VallettaNational Sport School
Pembroke High School Diploma -
Mcast
Paola 04-2022
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Resolving issues
- Customer communications
- Product knowledge
- Gathering information
- FLUENT IN ENGLISH
- FLUENT IN MALTESE
- Performance improvement
Certification
Diploma Level 3 In Sports
Additional Information
I am a 19-year-old footballer with 11 years of playing experience. Having grown up around people, I am highly social and comfortable in team environments. I set clear goals for myself and am driven by strong ambition to continually improve, both on and off the pitch.
Languages
English
Native or Bilingual
Maltese
Native or Bilingual
Timeline
Call Centre Agent
Investate Finance
11.2024 - Current
Call Centre Agent
Centrecom
09.2023 - 11.2024
Clerical Worker
Ministry of Agriculture
09.2022 - 12.2022
St.Albert The Great College
National Sport School
High School Diploma -
Mcast