Bishakha Jha
Adelaide,SA
Summary
Customer-focused service professional with 5+ years of experience across banking, retail, and education sectors, delivering end-to-end solutions across technical, transactional, and service-related inquiries. Proven success in fast-paced, rotating shift environments, ensuring excellent customer retention, service activation, and problem resolution. Now seeking to leverage expertise in customer satisfaction, troubleshooting, and multi- platform support to contribute to the growth of Origin Energy's broadband portfolio and enhance customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Liaison Officer
Swann College (Swann International Pty Ltd)
Adelaide, SA
03.2024 - Current
- Handled student inquiries and administrative processes using CRM tools (Wisenet) to maintain accurate records and smooth service.
- Processed payments and invoices through XERO, ensuring on-time transactions.
- Supported students with account maintenance issues, driving satisfaction through problem resolution.
- Collaborated with academic staff and partners to align service delivery with student needs.
Team Leader – Customer Service
Hawker Bar by Think Asia Pty Ltd
Adelaide, SA
10.2022 - 03.2024
- Led a high-pressure service team in a fast-paced airport environment, ensuring smooth operations and positive customer experiences.
- Coordinated with Hawker Bar and Airport management to maintain operational efficiency and service standards.
- Supervised shift coverage and staff scheduling to meet operational needs and ensure full coverage.
- Captured and implemented customer feedback to enhance service delivery.
- Managed POS systems for efficient transaction tracking and sales reporting, applying technical and operational oversight.
Senior Customer Service Representative
NMB Bank ltd
Nepal
06.2016 - 08.2022
- Managed high volumes of inquiries across phone, email, and social media related to service activation, billing, payments, and complaints.
- Resolved technical issues at first contact, improving customer satisfaction and reducing escalations.
- Guided customers through account setups and offered proactive retention strategies to prevent churn.
- Trained customers on digital tools and troubleshooting, similar to broadband support scenarios.
- Ensured accuracy in CRM data management to streamline service tracking and resolutions.
- Worked efficiently under rotating shifts, including weekends and late hours, achieving or surpassing service-level targets in fast-paced environments.
Education
Master of Accountancy -
Kaplan Business School
Adelaide06-2024
Skills
- Customer Service Across Platforms (Phone, Email, Social Media)
- Broadband Activation, Billing, and Customer Retention Strategies
- CRM & Data Management (Finacle, Wisenet)
- Technical Troubleshooting and First-Contact Resolution
- Working Proficiency in Rotating Shifts & High-Pressure Environments
- Sales, Upselling, and Complaint Handling Techniques
- Cross-functional Collaboration with Operations Teams
Additional Information
- Availability: Flexible across weekdays and weekends (8 AM – 11 PM).
- Software Proficiency: Finacle, Wisenet, XERO, POS Systems.
References
References available upon request.
Timeline
Customer Liaison Officer
Swann College (Swann International Pty Ltd)
03.2024 - Current
Team Leader – Customer Service
Hawker Bar by Think Asia Pty Ltd
10.2022 - 03.2024
Senior Customer Service Representative
NMB Bank ltd
06.2016 - 08.2022
Master of Accountancy -
Kaplan Business School
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