JOY BHATNAGAR
Customer Experience Representative
Carlingford,New South Wales
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Creative and data-driven candidate with extensive knowledge of marketing strategies and media research. Passionate about driving brand awareness and product performance. Skilled at tracking marketing trends and interpreting results to develop innovative new procedures.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Genesis Motors | First Class Valet
04.2024 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Experience Team Leader
Scentre Group
07.2022 - 04.2024
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Evaluated customer needs and feedback to drive product and service improvements.
Marketing Coordinator
Scentre Group
06.2023 - 07.2023
- Planned and executed internal and external marketing events.
- Boosted brand awareness with target customer demographics with social, print, and email campaigns.
- Created engaging brochures and flyers to use for promotional materials and distribution.
- Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
- Managed relationships with external vendors and contractors to acquire mutually benefiting contracts and successful project delivery.
- Researched, monitored and analyzed market trends, customer insights and competitors to avail of resources and exercise strategic decisions.
Customer Service Representative
Scentre Group
03.2021 - 07.2022
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Provided primary customer support to internal and external customers.
Sales Account Executive
Foodini Sydney
01.2022 - 07.2023
- Increased sales revenue by establishing and nurturing long-term client relationships.
- Increased company growth by developing and implementing innovative business strategies.
- Identified new market opportunities, driving expansion efforts into untapped sectors.
- Developed sales strategies that resulted in increased revenue generation year over year.
- Built an extensive network of connections within the industry, facilitating collaboration and resource sharing among startups.
- Leveraged social media platforms for targeted advertising campaigns that boosted online visibility and brand awareness.
Sales and Marketing Intern
Jaguar Land Rover
07.2019 - 12.2019
- Concierge Management
- Involved with the marketing team for promotions
- Actively involved with the Sales and Marketing team and met a sales target of $1M in 6 months
- Helped the GM in defining sales strategy
- Customer Service and improving Fire/Safety standards of the workshops.
Senior Manager
Q. EVENTS by Geeta Samuel
01.2017 - 01.2019
- Developed and adhered to timelines to keep ceremony and reception running smoothly.
- Conducted initial consultation with clients to discuss wedding details, venue options and other logistics to understand vision and budget.
- Oversaw setup and breakdown of wedding decorations and supplies.
- Drafted wedding contracts and other documentation for review with clients and to obtain signatures.
- Created and managed online presence to reach larger audience of clientele.
- Worked closely with clients to develop personalized wedding plan that fit within budget.
Founder and Partner
Vivaldi Impex
01.2014 - 01.2017
- Responsible for leading and setting up the execution strategy for B2B Enterprise startup, Led the business to $100K in annual turnover and cash flow positive within a year
- Led business development in Texas, USA and strengthened client base to 4 long term strategic partners
- Worked with a team of 5 across Finance, Operations, Legal and Marketing to execute on startup strategy
- Conducted extensive research to identify key supplier base in western India and forged partnerships at industry-low rates
3rd Officer
Petronas
01.2010 - 01.2014
- Sailed for 3 years in Atlantic, Pacific, Indian oceans with more than 10 nationalities
- Specialized in Watch Keeping, Vetting Inspections, Cargo Handling, Stowage and Ship to
- Ship operations.
Education
MBA - Business Administration And Management
12.2021
Specialised In :-
Designing Marketing Strategies
Advanced Strategic Management
Building Brand Relevance
Big Data
Entrepreneurship
Managing Customer Experience
Corporate Social Responsibility
Bachelor of Arts - Economics
01.2017
Macroeconomics Microeconomics
Diploma - Nautical Studies
01.2013
Navigating Officer Cadet, Academic Scholarship
Skills
- Business Acumen
- Team Leadership
- Customer Relationship Management (CRM)
- Customer Experience
- Customer Retention
- Sales
- Workflow Coordination
- Marketing
Timeline
Customer Service Representative - Genesis Motors | First Class Valet
04.2024 - Current
Marketing Coordinator - Scentre Group
06.2023 - 07.2023
Customer Experience Team Leader - Scentre Group
07.2022 - 04.2024
Sales Account Executive - Foodini Sydney
01.2022 - 07.2023
Customer Service Representative - Scentre Group
03.2021 - 07.2022
Sales and Marketing Intern - Jaguar Land Rover
07.2019 - 12.2019
Senior Manager - Q. EVENTS by Geeta Samuel
01.2017 - 01.2019
Founder and Partner - Vivaldi Impex
01.2014 - 01.2017
3rd Officer - Petronas
01.2010 - 01.2014
MACQUARIE BUSINESS SCHOOL - MBA, Business Administration And Management
INDIRA GANDHI NATIONAL OPEN UNIVERSITY - Bachelor of Arts, Economics
Malaysian Maritime Academy - Diploma, Nautical Studies