Akansha Kapoor
Melbourne,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Co-Founder and Customer Handling Specialist
Silk Junction, Clothing
04.2018 - Current
- Managed daily business affairs, including inventory management, lead generation, client communication, and social media updates.
- Conducted face-to-face appointments via various social media platforms, fostering effective client engagement.
- Participated in networking events, community engagements, and council seminars to promote Silk Junction brand within Melbourne market.
- Coordinated with procurement team in India and in-house stitching team for fabric sourcing and customisation of designs.
- Led robust monthly cash flow forecasting, budgeting, and growth strategy sessions to drive business success.
- Implemented effective outreach strategies, including email marketing, Facebook, and Google paid ads, expanding client base.
- Prioritised delivering positive and creative client experience, resulting in strong referrals and increased sales.
Inbound Customer Service Consultant
ANZ Banking Corporations Ltd
11.2015 - 04.2016
- Responded promptly and courteously to customer inquiries via phone and email ensuring high level of customer satisfaction.
- Resolved customer complaints and issues effectively, achieving 95% customer resolution rate.
- Demonstrated product knowledge to assist customers with questions, concerns, and technical difficulties.
- Collaborated with cross-functional teams to escalate and resolve complex issues promptly.
- Maintained accurate and detailed customer records in CRM system.
- Assisted in development and implementation of customer service procedures to enhance efficiency.
- Conducted follow-up calls and emails to ensure customer inquiries were fully addressed and resolved.
- Contributed to creation and updating of company's knowledge base to assist customers with self-service options.
Collections Officer
Recoveries Corp, Commonwealth Bank
07.2015 - 10.2015
- Handling credit cards, personal loan's and transactional account collection related inquiries for retail banking customers of CBA
- Providing existing customers with debt consolidation solution and updating file records
- Debt recovery solutions are also provided to customers through outbound calls
- Action incoming correspondence
- Actively helping bank to retain existing customers, which come through inbound channel
- Follow up any settlements as required with customer
- Recommend appropriate legal action when required
- Recommend further investigation/action for Team Leader's approval
Business Sales Consultant
V Mobile, Vodafone
03.2014 - 07.2015
- I was responsible for providing solutions to existing business clients and it could be through either inbound or outbound calls
- Customer retention is something I have thrived in where I would sure conversations with clients were need based and thereby giving them tailored solutions according to their needs
- I was given responsibility to manage privacy policy and issues related not only to customer but also in concern to organization
- Asking client for prospective leads wherein if would like to recommend their relatives, peers or friends to me for quality of customer experience they received
- Managing financial issues related to team or any co-worker in same campaign
- Training new colleagues and helping them to acclimatise to new environment thereby giving them information regarding new products and working as group
- Developing good work relationship with co-workers and enthusiastic customer service
- High levels of customer service were rendered out to customers where focus was to Build Business to Customer loyalty thereby, structuring relationship that customers want to pursue
Senior HR Executive
Ericsson India Global Services
09.2010 - 12.2013
- Responsible for solving end to end HR related queries raised by employees through 3 mediums i.e
- Phone, Mails, Web request
- Creating ticket and providing a satisfactory resolution to employee within defined SLA
- Creating Policy refresher session through online mailers and Quiz
- Sending mailers to make employees aware with all new developments in HR Gamut
- SME to update records of employees on HRMS and changes that occur in organisational structure along with ensuring 100% HRMS data Quality
- Taking Induction session for all new joiners on timely basis
- Making them well versed with all HR policies and tools and actions to be taken from their end for smooth functioning of payroll
- Responsible for Quality of team members on esolution provided through tickets and calls
- Mentoring new team members and sharing continuous feed back with them
- Keeping check on all updates in any running process/policy and thereby, liaising with SME and sharing same in column on timely basis
Education
MBA - HR
Indian Institute of Learning And Management
06.2009
BBA -
Banaras Hindu University
03.2007
Skills
- Excellent public relations and customer service skills
- Attention to Detail
- Good interpersonal, verbal and written communication skills
- Logical, precise and thorough, with good analytical skills
- Active Listening Skills
- Good team player
- Positive Attitude
- Problem Solving Attitude
Timeline
Co-Founder and Customer Handling Specialist
Silk Junction, Clothing
04.2018 - Current
Inbound Customer Service Consultant
ANZ Banking Corporations Ltd
11.2015 - 04.2016
Collections Officer
Recoveries Corp, Commonwealth Bank
07.2015 - 10.2015
Business Sales Consultant
V Mobile, Vodafone
03.2014 - 07.2015
Senior HR Executive
Ericsson India Global Services
09.2010 - 12.2013
MBA - HR
Indian Institute of Learning And Management
BBA -
Banaras Hindu University