Aman Chand
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Engagement & Complaints Manager
Jemena Gas Network
07.2022 - Current
- Overseeing an eight-member team in a comprehensive contact center, covering various channels
- Coordinating the scheduling of new connections, existing connections, and disconnections
- Mentored and developed team members, providing regular performance feedback and supporting their professional growth.
- Collaborating with traffic management and on-the-ground personnel
- Handling escalation processes effectively
- CSAT management
- Managing complaints
- Resolving disputes with the Energy & Water Ombudsman NSW (EWON)
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Implementing performance management strategies
- Conducting regular staff performance reviews on a weekly and monthly basis
- Fostering staff development through training, coaching, and mentoring
- Overseeing daily operational activities
- Making strategic decisions regarding operational and procedural adaptations, including staffing levels and leave management (Annual Leave/Long Service Leave)
- Ensuring daily adherence to Service Level Agreement (SLA) targets, such as grade of service, call abandonment rate, and average call duration
- Following up on escalated issues
- Monitoring calls in real-time to ensure quality and compliance.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Cultivating relationships across the gas and electricity networks
- Maintained strong relationships with key stakeholders within the organization, working together to address systemic issues contributing to customer dissatisfaction.
Customer Service Manager
Yamaha Motor Finance
10.2020 - 06.2022
- Overseeing an 8-member team within a diversified contact center
- Handling escalation processes effectively
- Addressing and processing both short-term and long-term hardship requests
- Resolving complaints through Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR)
- Addressing and resolving performance-related concerns
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Leading weekly and monthly review sessions for team members
- Fostering team growth through continuous training, coaching, and development
- Overseeing daily operational activities
- Developing and implementing Key Performance Indicators (KPIs) for the team
- Examining customer feedback and performance metrics to guide operational and procedural adjustments (such as staffing levels, annual leave, long service leave)
- Ensuring daily compliance with Service Level Agreement (SLA) targets, including grade of service, abandonment rates, and average call duration
- Pursuing diligent follow-ups on escalated issues.
Customer Service Manager/BDM
Kleenduct Australia PTY LTD
10.2018 - 10.2020
- Managing a Team of 18
- On site Quoting and Estimating
- Project managing all high value clients
- Managing and retaining relationships with existing and new clients
- Auditing, site visits ensuring all jobs are up to AS1851-2012.2 standard
- Following up on all leads and quote requests via phone, email and webchat
- Quoting of building plans
- B2B Sales, Commercial and industrial
- Reading and interpreting architectural plans
- Using SAP CRM Simpro for preparing quotes
- Work scheduling ensuring maximum profitability
- Sales forecasting
- Meeting and exceeding set KPI's
- Writing and proposing new business proposals
- Managing budgeting and finances
- Strategic planning for all high value jobs ensuring maximum efficiency and profitability
- Local and Interstate travelling
- Managing factory, ensuring it is well stocked
- Ensuring all vehicles are all well maintained and well stocked
- Responding to customer complaints in a timely manner
- Recruiting.
Customer Service and Sales Manager
TABCORP
11.2017 - 10.2018
- Managing a team of 142 betting operators across 24 hour 7 days a week roster
- High Volume 15,000 – 32,000 calls per day
- Training coaching and developing staff
- Managing day-to-day operations
- Setting KPI's and Score cards
- Quality Assurance Management
- Workflow management
- WFM rostering and shift changing
- Claims investigation
- Taking overflow senior support calls
- Analysing customer and performance data to make informed decisions about operational and procedural changes (Staffing level, leave AL/LSL)
- Ensuring SLA targets (Grade of service, abandon rate, average talk time) for call queues are being met daily
- Escalation follow ups
- Live call monitoring
- Running DPR (Daily Performance Review) meeting
- Attending WBR (Weekly Business Review) meeting.
Customer Service Manager
RS Components
02.2013 - 11.2017
- Managing 17 operators in a high-performance team of customer service executives and service technicians to deliver exceptional customer service via all channels with the goal of ensuring customer order and enquiry needs are met while maintaining service level agreement
- Managing 500 – 600 Customer Service Calls, 150-200 Technical Call enquires, 400+ emails per day
- Managing Australia and New Zealand and China
- Managing coaching and developing my high-performance team
- Responsible for contributing to sales target by working closely with sales
- Responsible for developing and maintaining customer relationship with corporate customers
- Responsible for resolving escalations and complaints and ensuring high level of customer satisfaction is met through end-to-end process
- Managed numerous projects using Continuous Improvement methods to resolve and reduce long term problems permanently
- Ensuring compliance H&S and legal requirements are adhered to
- Responsible for lifting and maintaining NPS score of 50
- Constantly reviewing VOC (Voice of Customer) to have a better understanding of what customers want
- Responsible for maintaining 95% Service Level Agreement
- Trained and competent in SAP both CRM and ERP
- Trained in Data analysis & Business reporting matrix
- Managing HR tasks, training, and staff development.
Customer Service Manager
VEDA Applied Intelligence
06.2010 - 02.2013
- Managing a team of 23 in a complex high-volume Contact Centre for Australia New Zealand and Manila (900+ calls, 300+ emails per day)
- Effectively managed a team of 44 in Contact Centre in Manager's absence
- Provide support to Head of customer service and senior management
- Managing HR tasks, conducting interviews and onboarding of new staff
- Managing staff monthly productivity
- Running daily performance review meeting
- Ensuring SLA targets (Grade of service, abandon rate, average talk time) for call queues are being met on a day-to-day basis
- Managed all escalation enquiries
- Managing enquires quickly and efficiently
- Mentoring, cross training and up-skilling existing and new staff
- Managing the processing and data inputting queue
- Managing the refund request queue both web request and phone request
- Conducting call monitoring for quality assurance and providing feedback to staff
- Managing and taking ownership of System issues and following up with relevant department
- Take accountability for the Consumer Contact Centre to ensure an appropriate level of customer service is being provided to meet the needs of both the customer and of the business
- Identify and rectify systemic issues associated with telephony and public access systems
- Ensure all legal requirements, Service Level Agreements and internal processes are adhered to
- Actively seek ways to reduce overall costs
- Encourage customers to satisfy their enquiries via promoting self-service technology
- Provide a high level of customer service when dealing with internal and external parties
- Responsible for the overall human resource management, including recruitment, induction, role design, training, performance management
- Ensure staff objectives and incentive programs are aligned and encourage staff to meet Veda's goals and the needs of our customers.
Skills
- Business development
- Team Development
- Management and mentoring
- Team Leadership
- Mediation and conflict resolution
- Analytical decision making
- Escalation management
- Strategic thinking
- Warehouse management
- Inventory management
- Complaint Handling
- Policy Enforcement
- Policy Knowledge
- Customer Relationship Management
- Training and Development
- Negotiation and Conflict Resolution
- Staff Development
- Human Resources Management
- Performance reviewing
Accomplishments
Refunds Initiative - Enhancement of the refunds process.
Avaya Initiative - Optimization of the Avaya telecommunications system.
Astra Initiative - Implementation of the ASTRA telecommunications system.
SAP Initiative - Deployment of the SAP platform.
Recall Initiative - Coordination of product recalls.
NPS Initiative - Implemented Net Promoter Score to Enhance Customer Experience
Attributes and skills
- Goal-driven leader who maintains a productive climate and confidently motivates and coaches employees to meet high performance standards in challenging environment
- Frontline customer service experience
- Logistics management
- Stock movement experience
- B2B and B2C experience both in sales and service
- Customer escalation experience
- Demonstrated experience in people management
- Flexible team player who thrives in environments requiring ability to effectively priorities and multitask
- Resourceful and excels at building trusting relationships with customers and colleagues
- Results-driven achiever, exemplary planning, and organizational skills
- Enthusiastic learner eager to meet challenges and quickly assimilate new concepts
- Able to adapt easily and learn quickly
References
Available Upon Request
Timeline
Customer Engagement & Complaints Manager
Jemena Gas Network
07.2022 - Current
Customer Service Manager
Yamaha Motor Finance
10.2020 - 06.2022
Customer Service Manager/BDM
Kleenduct Australia PTY LTD
10.2018 - 10.2020
Customer Service and Sales Manager
TABCORP
11.2017 - 10.2018
Customer Service Manager
RS Components
02.2013 - 11.2017
Customer Service Manager
VEDA Applied Intelligence
06.2010 - 02.2013
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