Farheen Karkera

· Trained in taking calls in 2 different skills (SafeWork and Land Valuation) in my short tenure in Service NSW.

· In several situation have managed to develop relations with my stake holders to get the information for the customers

· Been a part of the group forums conducted by the head office.

· Handle escalation or an irate customer effectively and leaving him with a positive impression of Service NSW on the customer at the end of the call.

· Received acknowledgement and positive feedbacks from customers on calls.

• Achieved sales target across every product category as per the monthly and quarterly KPI.
• Provide exceptional customer service in all customer interactions.
• Ensure that the display devices on planograms meet retail compliance adherence.
• Investigate and discuss any negative feedbacks received regarding in-store customer service and providing corrective steps to the relevant team member.
• Process returns and refunds by liaising with logistics' partners and returns team.
• Software and mobile application service specialist
• Assisting the Store Manager in a smooth functioning of the daily chores.
• Building technical and service capability of team members by conducting training sessions.

Project : COVID Lockdown: Inbound / Outbound Calls:

• Acting SME for three different types of Customer Service solution; Inbound calls, Outbound calls and Chats.
• Handling irate customers with empathy while maintaining the Australian Privacy Policy and giving priority to the Security of the customer's Personal information.
• Maintaining the Average Call Handling time and keeping focus on the Quality requirements of every call.
• Ensuring simple language so it is easily understood by any customer (keeping in mind the ethnicity and cultural background of customers which may affect their ability to understand information provided in English).

Duties included – (Whilst working as Retail Store Associate, April 2019 – April 2021)

• Achieving sales targets of mobile connections, broadband / NBN connections, device sales and accessories.
• Effectively maintaining and exhibiting excellent rapport and bonding within the Team.
• Resolving billing queries and providing technical troubleshooting assistance to customers using Android and IOS products.
• Inventory Management and handling daily stock counts.
• Supporting Team Leads and Team members in Customer resolution and providing exemplary Customer Service.
• Received numerous positive feedbacks / reviews from customers and seniors for providing exemplary customer service and solutions.

• Assisting customers with their product requirements / enquiries.
• Respond to customer queries and orders over the phone.
• Making customers aware of the promotional offers run by the store & increasing sales.
• Serve on POS registers while up selling the Add-on products.
• Cash Handling and account sales.