Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Binal M Vithlani

Parramatta,NSW

Summary

Customer Service Representative & IT service desk analyst bringing top-notch skills in oral & written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviour, understanding customer desires, ad providing customized solutions to build loyalty. Achieved consecutively 3 years with customer satisfaction award. Versed in troubleshooting and desktop support on Windows, Linux Mac Systems. Proven skill in resolving problems quickly on first call

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Airvoice, Vodafone
08.2021 - Current
  • Demonstrated expertise in a phone-based customer service role, delivering exceptional customer experiences and ensuring first call resolution.
  • Utilized excellent written and verbal communication skills to effectively listen, interpret customer inquiries, and provide accurate information.
  • Successfully managed difficult or challenging interactions, resolving customer issues while maintaining professionalism and customer satisfaction.
  • Confidently navigated and utilized various technologies and software to provide efficient and effective support.
  • Managed and Planned NBN appointments with technicians for the customer.
  • Build and maintain strong relationships with potential customers through active listening, empathy, and effective communication.
  • Collaborate with cross-functional teams including marketing, product development, and customer service to align strategies and meet customer requirements.
  • Prepare and deliver compelling sales presentations, product demonstrations, and proposals to showcase the value proposition and address customer needs.
  • Negotiate contracts, pricing, and terms of agreement while maintaining a win-win approach for both the company and the customer.
  • Consistently adhered to high standards for quality and customer experience, delivering exceptional service in every interaction.
  • Manged cash register operations using a POS system including processing sales and returns.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.

Web Developer

Balaji Plastic Industries
09.2020 - 07.2021
  • Coded websites using HTML, CSS, JavaScript, and jQuery languages.
  • Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
  • Provided front-end website development using WordPress, and other editing software.
  • Engaged with clients to plan and optimize site issues and queries.
  • Enhanced user experience by implementing responsive web design and optimizing website performance.
  • Streamlined website maintenance tasks for increased efficiency and improved site functionality.
  • Developed custom web applications, resulting in tailored solutions for client needs.
  • Increased website traffic through search engine optimization strategies and targeted content creation.
  • Collaborated with cross-functional teams to deliver high-quality web products on time and within budget.
  • Collaborating with designers and developers team, participating in coding, testing, and debugging new applications and websites.
  • Created responsive designs for mobile applications, built wireframes, and developed prototypes for web development projects.

IT Service Desk Analyst

Tata Consultancy Services (TCS)
09.2018 - 08.2020
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user.
  • Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
  • Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
  • Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
  • Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
  • Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
  • Maintained up-to-date expertise in relevant technologies by attending industry conferences, participating in webinars, and staying current with trade publications.
  • Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
  • Spearheaded software upgrades and hardware replacements for improved system functionality across departments.
  • Contributed significantly to the implementation of a new IT service desk platform that improved efficiency and reporting capabilities.
  • Managed approximately 30 incoming calls, email and faxes per day from customer.

Manager

Vodafone
06.2016 - 08.2018
  • Increased team productivity by implementing streamlined processes and effective communication strategies.
  • Managed inventory levels for optimal turnover, reducing stock discrepancies and ensuring product availability.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Managed a store efficiently with 15 employees and foot fall of approximately 400 people in a day.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Launched new products and services with thorough market research, leading to increased revenue growth.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
  • Monitored KPIs closely to identify areas requiring improvement, adjusting strategies accordingly to maximize results.
  • Collaborated with other departments in-store events planning, driving cross-functional success and increased customer engagement.
  • Maintained an organized, clean store environment that met company standards for visual presentation, safety, and operational efficiency.
  • Analyzed sales data regularly to identify trends and adjust strategies as needed to capitalize on opportunities or address challenges.
  • Assisted customers in making informed purchasing decisions by providing tailored recommendations based on their needs and preferences.
  • Supervised daily operations of the store including opening/closing procedures ensuring smooth functioning.
  • Resolved escalated customer complaints successfully maintaining high levels of client satisfaction.
  • Oversaw regular inventory audits identifying discrepancies taking corrective actions where necessary.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Managed day-to-day staffing and handled scheduling for all store employees.
  • Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
  • Established objectives to offer team members clear roadmap to help company achieve overall goals.

Store Team Member

Airtel
07.2013 - 04.2016
  • Handling customer walk-ins, provide solutions to problems that customers face.
  • Provided friendly assistance to clients promote customer loyalty, satisfaction with sales.
  • Learned all required tasks quickly to maximize performance.
  • Maintained work structure by updating job requirements with job descriptions for positions.
  • Increased customer satisfaction by providing exceptional service and promptly addressing concerns.
  • Developed strong co operative relationships with coworker.
  • Maintained general knowledge of departments to help customers quickly locate products and merchandise.
  • Enhanced store efficiency through diligent inventory management and accurate stock replenishment.
  • Used cash register to tally purchases, collect payment and execute fast and friendly check-out experiences.
  • Boosted sales with effective product recommendations based on customer needs and preferences.
  • Interacted positively with team members and customers to promote commitment to organization's vision and values.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Assisted in successful promotional events, engaging customers and driving sales growth.
  • Maintained a clean and organized store environment, ensuring optimal shopping experience for customers.
  • Supported store management with various administrative tasks, such as scheduling and recordkeeping.
  • Participated in ongoing training programs to stay current on company policies, procedures, and product knowledge.
  • Helped achieve sales targets by identifying upselling opportunities and promoting loyalty programs to customers.
  • Resolved customer complaints professionally, demonstrating empathy and commitment to excellent service.
  • Collaborated with team members to complete large-scale projects efficiently during overnight shifts or peak seasons.
  • Improved overall team performance by sharing best practices during meetings or training sessions.
  • Ensured compliance with all company policies related to safety, security, health regulations, resulting in fewer incidents injuries.
  • Assisted colleagues during busy periods or when covering absences so that the optimum level of staffing was maintained at all times.
  • Used computer and point of sale system knowledge to process transactions, perform product lookups and verify inventory availability.

Education

Bachelor of Science - Computer Engineering

Sandip Foundation
Nashik, India
05.2020

Skills

  • Customer Service
  • Can manage different ERP systems like Salesforce, Siebel, Click-pos, QSL, Workforce
  • Skilled in public speaking, delivering engaging presentations and effectively conveying information
  • Proficient in MS Word and MS Excel
  • High attention to detail and accuracy
  • Creative problem solver, finding innovative solutions to challenges
  • Sales Tracking
  • Managing multiple tasks
  • Effective time management skills
  • Data Collection

Accomplishments

Awards

2014 - 2015 - The highest customer satisfaction rate award

2015 - 2016 - The highest customer satisfaction rate award

2016 - 2017 - The highest customer satisfaction rate award

2021 - 2022 - Best customer service experience

2022 - 2023 - Highest revenue generated across the stores


Timeline

Customer Service Representative

Airvoice, Vodafone
08.2021 - Current

Web Developer

Balaji Plastic Industries
09.2020 - 07.2021

IT Service Desk Analyst

Tata Consultancy Services (TCS)
09.2018 - 08.2020

Manager

Vodafone
06.2016 - 08.2018

Store Team Member

Airtel
07.2013 - 04.2016

Bachelor of Science - Computer Engineering

Sandip Foundation

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Binal M Vithlani