Vipul Verma

● Understanding how my role contributes to the Services Australia master plan.

● Listening to the customer and demonstrating an understanding of the customer’s needs, challenges and barriers. Discussing complex issues to support the complaint resolution including escalating issues appropriately.

● Delivering for customer and business by focusing on customer satisfaction and outcomes. Applying emotional intelligence to demonstrate respectful, empathetic, effective and courteous communication

● Actively seeking and implementing feedback on my own performance by regularly reviewing my performance and being prepared for coaching meetings.

● Demonstrating active listening skills and applying a growth mindset by engaging in Empowering Excellence stand-ups to foster continuous growth.

● Actively listening to customer feedback to help improve the customer experience.

● Adopting a growth mindset.

● Proven strong communication skills through educating and helping clients to create awareness and reduce mental health stigmas

● Demonstrated customer service skills through attending inbound and outbound calls and providing support to the clients dealing with mental health issues

● Demonstrated IT and database skills by maintaining and populating databases with correct information including project plans, project reports and other documentation

● Acquired strong communication and administrative skills by providing project related and administrative support to the staff and clients through phone or email

● Proven effective teamwork and interpersonal skills by coordinating with the staff and the departments of the organization, establishing effective communication with the team to ensure productivity

● Acquired social work skills through organizing and volunteering at Mental Health Awareness events throughout the year

● Demonstrated communication and interpersonal skills through scheduling and maintaining communication with clients and office staff

● Developed time management skills and working under pressure demonstrated through achieving deadlines

● Proven administrative skills by supporting the Cleaning Services Manager and other stakeholders to actively achieve daily tasks

● Proven customer service skills through maintaining, managing and improving the guest experience at AirBnb apartments

● Acquired attention to detail and organization skills by supervising apartments and assessing the standards and cleaning efficiency