Archana Mamidanna
Customer Service
Officer,VIC
Summary
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.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Residental Installation Coordinator
JETCharge Pvt LTD
04.2022 - Current
- Analyzing photos received from customer and providing quotes for installation of EV chargers
- Organizing Site inspections
- Organizing installations
- Scheduled and follow up on installation maintenance and repairs
- Enhanced customer satisfaction with prompt resolution of issues and clear communication throughout installation process.
- Quality check work completed and invoicing
- Acted as liaison between clients and internal teams to address any concerns or requests throughout the installation process, fostering strong client relationships and repeat business
- Provided technical support to installers as needed, ensuring proper execution of complex tasks during the installation process
- Coordinated with various departments to streamline project handoffs, reducing delays during the installation process
Service Consultant
RACV
09.2016 - 03.2022
- RACV has more than 2 million Members and operates in areas of motoring and other transport, home, leisure and travel, and retail
- Worked with close knit self managed retail team of 4-6 team members to handle on average of 10-20 members via face to face and about 20 calls day when shop is quiet to help with call center customer service
- Some of special job responsibilities held include:
- Audit company's internal processes and identify possible issues regarding incorrect processing of member benefits
- Create new work/audit process by analysing thousands of member records to ensure member benefits are applied accurately
- This involved accessing tools like SAP, Mainframe, Salesforce
- Played role in transition of SAP Member Data to Salesforce by processing all downtime forms
- Provide Insurance estimates on Motor, Home, Travel and various assistance services
- Be accountable for member complaints and direct it to respective teams if it cant be resolved and follow it through
- Adhere to all compliance and regulations and process payments
- Actively promote all current campaigns and ensure all KPIs are met and exceeded
- Maintain high Voice Of member (Customer Satisfaction Survey) score
- Receipt in merchandise and update promotions monthly
- Take out additional shifts where necessary to help business maintain service levels
Customer Service and Sales Consultant
TSA Group
01.2014 - 01.2016
- TSA Group are Australia's leading specialists in CX consultancy and Services, depending on campaign running at time, daily inbound calls varied from 25 calls to 50 calls a day, some of Job Role responsibilities held:
- Answer any questions about product in precise, professional and polite approach
- Follow compliance and adhere to company policies and procedures
- Taken inbound calls about orders placed or paymemts made
- Reading from scripts that describe products or services, in order to persuade potential customers to purchase product or service
- Update customer contact information where necessary via meeting and exceeding KPIS
- Contacting existing customers over telephone to check on a recent order placed with client and cross sell any possible products basing it on customer needs.
Customer Service support
Salmat
01.2009 - 01.2014
- Salmat was one of most successfull marketing agency which handled BPO services for various clients
- Job description involved taking 40 - 100 calls day for inbound sales queries and covert to revenue, For another client provided customer service support to FOXTEL with their entertainment needs and work out any billing related enquiries and some important experience gained:
- 2 years of experience providing support over phone for reputed energy company (Lumo Energy)
- 2 years of varied Sales roles helped understand what 'clicks' with different people
- Cross-sell insurance products (health, Travel and Pet)
- Faced diverse roles and scenarios, trained and implemented value based selling
Education
Master Of Information Systems - IT
11.2008 - 01.2011
Skills
SAP
Genesis
Microsoft
CRM Skills
Softphone Skills
Salesforce
Peoplesoft
JIRA
Multitasking
Adaptability and Flexibility
Workload prioritization
Time Management
Relationship Building
Excellent Communication
Timeline
Residental Installation Coordinator - JETCharge Pvt LTD
04.2022 - Current
Service Consultant - RACV
09.2016 - 03.2022
Customer Service and Sales Consultant - TSA Group
01.2014 - 01.2016
Customer Service support - Salmat
01.2009 - 01.2014
Ballarat University - Master Of Information Systems, IT
11.2008 - 01.2011