Ajeta Bhatia
Epping,Victoria
Summary
Bilingual Customer Service Representative with 8+ years of experience resolving complex inquiries. Dedicated to building strong customer relationships, driving brand loyalty, and increasing engagement. Expertise spans across Digital Marketing, SAAS, Telecommunications, Banking, Customer Support, and Service Quality Assurance. Committed and professional Service Advisor with a proven ability to effectively manage customer inquiries, provide accurate advice, and ensure customer satisfaction. Excellent communication and problem-solving skills to deliver exceptional service.
Overview
20
20
years of professional experience
Work History
SMB Service Consultant
Thryv/Sensis
01.2021 - Current
- Provide service lead management, including query resolution, complaint handling, and mitigating customer concerns
- Being Available on Inbound queues to assist both Yellow and White Customers providing them First Call Resolution.
- Make outbound calls to current Thryv Yellow and white customers requesting cancellations to maintain product offerings. Have always been able to maintain my saves rate as per the KPI's of 20%
- Offer retention consultation and handle objections
- Manage campaigns targeting customer requirements and drive revenue through customer advocacy and sales opportunities. My score card reflects that I have attained 100% of my growth targets more that 6 times a year.
- Recommend optimal advertising solutions utilizing Yellow and White resources based on specific customer business needs
- Advise on optimizing current expenditure and recommend product changes to enhance advertising value
- Assist customer’s though Live chat
- Adhere to service policies, code of conduct, and model ethical behaviours
- Discussed options with clients and determined appropriate plans.
Customer Sales and Service Specialist
Telstra Corporation Ltd
04.2020 - 12.2020
- Handle inbound online order requests via T.com and provision orders within native systems
- Prioritize and expedite customer orders using various work allocation tools within Telstra provisioning system
- Accurately enter customer information into core Telstra systems and follow established work instructions
- Determine status of service requests and assist in product service delivery through appropriate liaisons
Associate Dean and Full-Time Faculty and Placements Head
IILM
02.2009 - 10.2012
- Managed program office responsibilities
- Assisted in examination processes and credit assessment of students
- Engaged and introduced 15 organizations for placements at the institution
- Assisted in placement of eligible students and supported their career growth
- Managed campus operations including duty allocation and department functioning
- Processed staff salaries by monitoring attendance records
Assistant Manager
HDFC Bank
01.2008 - 01.2009
- Front desk management: meeting and greeting clients
- Answered customer calls regarding existing accounts and resolved queries
- Responded to general inquiries via telephone, email, and mail
- Adhered to regulatory, security, and audit procedures
- Developed empathetic client relationships and delivered exceptional customer service
- Managed customer queries to ensure delivery of services within required turnaround times exceeding banking standards
- Handled customer instructions and scheduled tasks within stipulated time frames
Assistant Manager, Service Quality & Customer Care
Thomas Cook
07.2005 - 12.2008
- Conducted service quality audits at front offices across the network
- Compared service quality audit reports and performed quantitative analysis of service trackers
- Managed customer feedback effectively and maintained periodic MIS for feedback/complaints appreciations
- Oversaw currency inflow and reciprocation at prevalent exchange rates
- Achieved planned sales quotas and increased branch profitability
- Responded to inquiries from internal and external customers (employees, department managers, and vendors)
Education
MBA - Marketing And Finance
IIM, Jaipur
University Of Rajasthan, India01-2006
BBA -
Maharani's College
University Of Rajasthan, India 05-2004
Skills
- Excellent Communication
- Customer Service
- Interpersonal Skills
- Team Player
- Detail-Oriented
- Adaptability
- Multitasking
- Time Management
- Ability to Work Autonomously
- Ability to Work Under Pressure
- Complaint resolution
- Telemarketing expertise
- Issue resolution
Hobbies and Interests
- Spending time with family and friends
- Travelling
- Reading
- Listening to Music
Languages
English
Native or Bilingual
Hindi
Full Professional
Timeline
SMB Service Consultant
Thryv/Sensis
01.2021 - Current
Customer Sales and Service Specialist
Telstra Corporation Ltd
04.2020 - 12.2020
Associate Dean and Full-Time Faculty and Placements Head
IILM
02.2009 - 10.2012
Assistant Manager
HDFC Bank
01.2008 - 01.2009
Assistant Manager, Service Quality & Customer Care
Thomas Cook
07.2005 - 12.2008
MBA - Marketing And Finance
IIM, Jaipur
BBA -
Maharani's College
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