Summary
Overview
Work History
Education
Skills
Timeline
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Dipesh Acharya

Roxburgh Park

Summary

Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.

Overview

9
9
years of professional experience

Work History

Driving Instructor

KtmCity Driving School
11.2021 - Current
  • Educating future drivers on road regulations and traffic rules
  • Explaining road and vehicle safety to students to inform safe, courteous driving.
  • Demonstrating different vehicle features such as the accelerator, brakes, gears, clutch, transmission, indicators, and lights
  • Covering advanced techniques like what to do if there’s an emergency.
  • Advising students on when their skills are proficient enough to take their test and when they may need more instruction.

Licence Testing Officer/ Customer service officer

VicRoads
10.2020 - 07.2021
  • Conducting physical in-car testing of new drivers to instruct, observe, and assess their capabilities to safely drive within road safety regulations.
  • Conducting all relevant customer service by greeting customers to issuing licence at end
  • Making objective and thorough assessments based on set criteria in accordance with legislative policies and procedures.
  • Assisted call-in customers with questions and orders.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Guiding test applicants in route and providing outstanding customer service to diverse customer base in calm, patient and courteous manner
  • Adhering to safety regulations and conducting pre-drive safety checks of vehicles to ensure suitability for test drives
  • Maintaining drive test information in database systems
  • Demonstrated experience in face-to-face customer service role
  • Resilient, patient, amiable and controlled manner with demonstrated ability to stay calm in challenging situations
  • Adapting to changing situations both in Customer Service Centers and inside vehicles
  • Assisting with customer queries face to face and over phone.

Customer Contact Officer

Serco Citizens Pty Ltd
08.2016 - 07.2020
  • Managed over 100 calls per day by providing customer with step-by-step instructions on how to complete task
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Acted as liaison between government, customer and its participants
  • Effectively resolving customer issues, requests and inquiries
  • Providing high level customer service
  • Managing inbound calls in timely manner, following call centre scripts when handling different topics
  • Identifying customer needs, clarifying information, researching participant accounts and providing solutions
  • Addressing all questions or issues, providing accurate and efficient response, keeping accurate records of all conversations, and meeting contractual qualitative and quantitative targets

Education

Professional Year Program -

Centre For Studies Australia
Sydney, NSW
10.2010

Master of Accounting - Accounting

University of Ballarat
Sydney, NSW
06.2009

BBA - Business Administration and Management

Tribhuvan University
08.2005

Skills

  • Excellent customer service with time management skills
  • Attention to detail
  • Proven ability to prioritize and handle multiple tasks
  • Excellent user of Microsoft products- word, excel, outlook
  • Technology skills to store information
  • Fast paced Client contact environment skills
  • Quick learner
  • Training development aptitude
  • Documentation and reporting
  • Performance metrics
  • Service Recommendations
  • Strong communication Skills
  • Route planning
  • Strong observational skills
  • Data entry
  • Critical thinking

Timeline

Driving Instructor

KtmCity Driving School
11.2021 - Current

Licence Testing Officer/ Customer service officer

VicRoads
10.2020 - 07.2021

Customer Contact Officer

Serco Citizens Pty Ltd
08.2016 - 07.2020

Master of Accounting - Accounting

University of Ballarat

BBA - Business Administration and Management

Tribhuvan University

Professional Year Program -

Centre For Studies Australia

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Dipesh Acharya