Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Divya Suguru

Perth,WA

Summary

Experienced Customer Service Officer bringing 10 years of quality performance in customer service oriented roles. Successful at satisfying different types of customers using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.

Overview

9
9
years of professional experience

Work History

Customer Specialist

Woolworths Group
05.2015 - Current
  • Increased customer satisfaction up to 30 % by providing personalized service and addressing individual needs.
  • Managed approximately 10 incoming calls, and emails per day from customers and handled customer feedback forms.
  • Streamlined internal processes for improved efficiency and better customer service delivery.
  • Developed rapport with clients through effective communication and active listening skills.
  • Collaborated with cross-functional teams to resolve escalated customer concerns promptly.
  • Conducted regular follow-ups to ensure complete resolution of customers'' issues and satisfaction with the outcome.
  • Trained new team members on company policies and procedures, ensuring consistent service levels across the board.
  • Implemented new strategies to enhance overall customer experience, resulting in increased repeat business.
  • Achieved high customer retention rates by consistently delivering exceptional support and assistance.
  • Maintained detailed knowledge of products and services offered, enabling accurate information dissemination and prompt issue resolution.
  • Analyzed client feedback to identify areas for improvement, leading to more efficient problem-solving techniques.
  • Balanced multiple priorities effectively while assisting customers, minimizing wait times without compromising on quality of service provided.
  • Enhanced overall customer happiness index through empathetic handling of difficult situations or complaints.
  • Played an integral role in meeting or exceeding established performance metrics for the customer support team, driving overall success.

Customer Service Representative

BP Retail
03.2020 - 04.2023
  • Managed approximately 30 incoming calls, and emails per day from customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information to all customers.
  • Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
  • Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
  • Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
  • Assisted with inventory management by tracking stock levels of fuel, oil, snacks, beverages, and other items for sale at the station.
  • Minimized wait times for customers by promptly attending to vehicles at all available pumps during busy periods.
  • Handled emergencies calmly and efficiently by following established protocols for spill containment or fire suppression procedures.
  • Completed daily shift reports accurately detailing sales transactions, inventory changes, equipment issues, or notable events that occurred on-site.

Administrative Assistant

Fairfax Media
09.2021 - 03.2022
  • Improved customer satisfaction by providing timely and accurate technical support to end users.
  • Decreased response times with efficient ticket management and prioritization of urgent issues.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Contributed to the development of internal training materials, improving new hire onboarding and ongoing education efforts.
  • Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Contributed to successful projects by providing essential administrative support and resource management.
  • Facilitated cross-functional collaboration by acting as a liaison between departments for task coordination and information sharing.

Education

Bachelor of Science - Computer Science

Murdoch University
Perth, WA
2025

Master of Science - Computer Applications

Edith Cowin University
Perth, WA
05.2021

Bachelor of Science - Computer Sciences

Jawaharlal Nehru University
Hyderabad India
03.2013

Skills

  • Team Development
  • Report Generation
  • Performance Evaluation
  • Complaint resolution
  • Issue Resolution
  • Workflow Management
  • Handling Escalations
  • Work Prioritization
  • Problem-Solving
  • Time Management
  • Decision-Making
  • MS Office
  • Sales Support
  • Customer Relationship Management (CRM)
  • Inventory Management
  • Staff Management
  • Quality Assurance
  • Office Administration
  • Data Entry
  • Data organization
  • Customer and client relations

Additional Information

Name: Sathia Akther

Mobile: 0451 560 000

Position: Front End Team Manager-Woolworths


Name: Navya Gutta

Mobile: 0433 989 854

Position: Front End Supervisor-Woolworths

Timeline

Administrative Assistant

Fairfax Media
09.2021 - 03.2022

Customer Service Representative

BP Retail
03.2020 - 04.2023

Customer Specialist

Woolworths Group
05.2015 - Current

Bachelor of Science - Computer Science

Murdoch University

Master of Science - Computer Applications

Edith Cowin University

Bachelor of Science - Computer Sciences

Jawaharlal Nehru University

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Divya Suguru