DUYANG DUTTA
Melbourne,VIC
Summary
Highly skilled and dedicated Client Relations Officer with 3+ years of experience in delivering exceptional customer service and cultivating strong client relationships. Possessing excellent communication and active listening abilities, effectively understand and address customer needs while ensuring their utmost satisfaction. With a proven track record in conflict resolution and problem-solving, adeptly handle challenging situations with empathy and patience, strong attention to detail and time management skills enable to manage high volumes of inquiries, consistently meeting and exceeding customer service targets. With a genuine passion for providing outstanding support, I am committed to fostering positive customer experiences and driving customer loyalty.
Overview
3
3
years of professional experience
Work History
Inbound Customer Service Representative
K Mart
10.2023 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Documented customer interactions in internal database to maintain customer service history details.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Answered over 60 calls per shift to meet fast-paced call center demands.
Customer Connect Officer
Boroondara City Council
06.2023 - 09.2023
- Acted as primary point of contact for residents, business owners seeking assistance and information from City Council.
- Provided exceptional customer service by addressing inquiries, complaints, and feedback promptly and professionally.
- Disseminated accurate and up-to-date information on council services, programs, events, and policies through various channels.
- Investigated and resolved issues, ensuring efficient solutions and follow-up to maintain high levels of customer satisfaction.
- Collected and analyzed data related to customer interactions, feedback, and complaints to identify areas for improvement.
- Collaborated with various council departments to address complex inquiries and coordinate efforts for better service delivery.
- Championed accessibility and inclusivity initiatives to ensure council services were available to all residents, regardless of ability or language barriers.
- Managed approximately 60 to 70 calls , emails per day from customers.
Client Relations Officer
Cargo Solution Group 3PL
08.2022 - 04.2023
- Proven track record in building and maintaining strong relationships with international Clients.
- Successfully managed portfolio of key client accounts, ensuring customer satisfaction and repeat business.
- Training new clients about our software and all relevant details about our operations.
- Resolved invoice discrepancies and billing issues promptly, working closely with accounting department to ensure accurate and timely invoicing.
- Handled software-related issues and provided technical support to clients, troubleshooting problems and liaising with IT department when necessary.
- Proficient in processing customer orders, coordinating logistics operations, and managing order fulfillment to meet customer's logistics and supply chain requirements.
- Collaborated closely with internal teams, including operations, transportation, courier partners and warehousing, to ensure seamless service delivery and customer satisfaction.
- Tracked and reported key performance indicators (KPIs) related to customer satisfaction, on-time delivery, and service quality.
- Managed department call volume of 50 calls per day and coordinated department schedules to maximize coverage during peak hours.
Customer Experience Agent
Probe Group (MYER)
11.2021 - 08.2022
- Demonstrated ability to serve as initial point of contact for customers, handling high volume of incoming calls (60 to 80 calls per day) and effectively addressing their inquiries and concerns.
- Proven track record of promptly resolving order and payment-related issues by investigating, troubleshooting, and collaborating with relevant departments to ensure timely and satisfactory resolutions for customers.
- Proficient in assisting customers with placing new orders, utilizing comprehensive product knowledge and understanding of online platform to guide customers through ordering process, resulting in smooth and successful transactions.
- Expertise in assisting customers with returns and issuing refunds, adhering to company policies and procedures.
- Possess strong technical aptitude and troubleshooting skills to provide effective IT support, assisting customers with resolving technical issues related to online shopping, website navigation, and account management.
- Consistently met or exceeded Key Performance Indicators (KPIs), such as average handle time, customer satisfaction ratings, call resolution rate, and adherence to service level agreements, through efficient and customer-centric service delivery.
Inbound Customer Service Representative(Mortgage)
Startek (Westpac Bank)
03.2021 - 11.2021
- Demonstrated ability to serve as initial point of contact for mortgage brokers, providing exceptional customer service and addressing inquiries and concerns related to loan applications and processes.
- Proven track record of effectively resolving loan-related issues by conducting thorough investigations, collaborating with internal pre approval team, and providing accurate and timely solutions to ensure customer satisfaction.
- Proficient in authenticating customers and verifying their identities, ensuring compliance with regulatory requirements.
- Skilled in guiding brokers through due document submission processes, addressing concerns such as signature mismatches, and providing appropriate assistance to ensure smooth and efficient transactions.
- Demonstrated ability to handle sensitive customer data in highly secure manner, ensuring compliance with privacy regulations and company policies.
- Consistently met or exceeded Key Performance Indicators (KPIs), such as call resolution rate, customer satisfaction ratings, adherence to service level agreements, and accuracy in document processing, resulting in enhanced customer experiences.
- Answered over 60 calls per shift to meet fast-paced call center demands.
Education
BACHELOR oF ARTS(POLITICAL SCIENCE) -
WILLIAM CAREY UNIVERSITY
India03.2016
Skills
- Upbeat and Positive personality
- Quick thinker
- Verbal and Written Communication
- Patient and Empathetic
- Multi-tasking
- Time Management
- Excellent Attention to Detail
- Computer Proficiency
- Team-Oriented and Cooperative
- Proficiency in Microsoft Office and G Suite
- Flexible and Adaptable
- Customer Presentations
- Relationship Building
- Product Knowledge
- Logistics
- Retail
- Finance
Timeline
Inbound Customer Service Representative
K Mart
10.2023 - Current
Customer Connect Officer
Boroondara City Council
06.2023 - 09.2023
Client Relations Officer
Cargo Solution Group 3PL
08.2022 - 04.2023
Customer Experience Agent
Probe Group (MYER)
11.2021 - 08.2022
Inbound Customer Service Representative(Mortgage)
Startek (Westpac Bank)
03.2021 - 11.2021
BACHELOR oF ARTS(POLITICAL SCIENCE) -
WILLIAM CAREY UNIVERSITY
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