Gurjeet Singh
Truganina,Australia
Summary
Dynamic professional with a proven track record in Customer Service, seeking to apply expertise to drive innovation and achieve organizational success, Bringing years of experience in customer service, I am dedicated to delivering impactful results and contributing to team excellence. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Service Delivery Officer – APS 4
Services Australia
Geelong, VIC
02.2024 - Current
- Company Overview: Department of Human Services, a Federal Government Agency of Australia, provides social security payments and welfare services to Australian residents.
- Working as a Service Delivery Officer – APS 4 for Customer Support on a permanent full-time basis with Services Australia – Department of Human Services for the Federal Government Agency of Australia to provide social security payments and welfare services to Australian residents.
- Handling Inbound and Outbound Calls.
- Emergency/Crisis Support (within 24/7 Team)
- Following government initiatives for the Australian public.
- Educating customers to access social services online.
- Urgent Payments and Claims Processing.
- Decision-making based on social security or other relevant laws or acts.
- Claims Process and Decision-Making
- Managing the family's Social Security space support and reporting to stakeholders.
- Child care subsidy/families' space claims processing.
- Department of Human Services, a federal government agency of Australia, provides social security payments and welfare services to Australian residents.
- Monitored customer service requests and responded accordingly.
- Coordinated with internal teams to ensure resolution of customer complaints and queries.
- Developed and implemented strategies to improve the quality of customer service delivery.
- Assisted in resolving escalated customer service issues promptly and effectively.
- Identified needs of customers promptly and efficiently.
Telco Helpdesk L-3 Associate Customer Support
Tech Mahindra
Melbourne, VIC
06.2022 - 12.2023
- Company Overview: Client Telstra is Australia’s leading telecommunications and technology company, providing communications services and telecommunications.
- Working as a Helpdesk L-3 Associate in Customer Support on a permanent full-time basis with Tech Mahindra for the client Telstra, Australia's leading telecommunications and technology company, providing communications services and telecommunications.
- Handling inbound and outbound calls.
- Helpdesk Support Level 3.
- Remote Troubleshooting.
- Network Escalation.
- Customer Escalation Management.
- Escalation Management.
- Work in a fast-paced environment without supervision (WFH).
- Client: Telstra Telecommunications, Australia’s leading telecommunications and technology company, providing communications services and telecommunications.
- Provided technical support to customers via phone and email.
- Developed scripts to automate customer support processes.
- Resolved customer complaints quickly and efficiently.
- Coached junior team members on best practices for customer service.
- Investigated reported issues from customers and worked with internal teams to solve them.
- Handled issues by phone and email at help desk and provided general support, bug fixes, product updates and configurations.
Console Operator/CSR
BP Australia
Canberra, ACT
11.2017 - 05.2019
- Working as a Customer Service Representative/Console Operator at BP Australia as a permanent part-time employee.
- Look after store cleaning, restocking, receiving store deliveries, and handling customers' queries, complaints, and feedback, etc.
- Handling cash and EFTPOS, making daily sales reports.
- Managing the store's security requirements example: working the night shift with a night window, and noting down the vehicle registration numbers.
- Managing the automatic car wash and vacuum machines, cleaning, and chemical level check as required.
- Daily fuel tank measurements.
- Exercise emergency, fire evacuation day-to-day.
- Managing day-to-day incident reports if required.
- Working both day and night shifts.
- Work in a fast-paced environment to keep moving the customer.
Education
High School - High School Certificate
Ramgahira Senior Sec. School
Punjab, India03.2001
Certificate 2 - Security Operations
Australian Security Education & consulting
Canberra, ACTSkills
- Helpdesk Support
- Remote Troubleshooting
- Software Troubleshooting
- Network Escalation
- Customer Escalation Management
- Escalation Resolution
- Escalation Process
- Escalation Management
- Process Improvement
- New Business Development
- Business to Business (B2B)
- Business Transformation
- Microsoft Windows
- Sales-force
- Microsoft Office
- Service-NOW
- CRM
- SAP
- Oracle
- Process Direct
- Microsoft Office Document Imaging and Scanning – Advanced
- Acrobat Reader
- Fidelio Front Office Systems
- Adobe Photoshop
- Coral Draw
- Cross-functional coordination
- Strong leadership
- Innovation and creativity
- Process improvement expertise
- Customer satisfaction
- Service delivery optimization
- Incident management
- Team collaboration
- Interpersonal skills
- Report exceptions
- Issue research
- Risk management
- Business reporting
- Operational efficiency
- Problem-solving abilities
- Financial analysis
- Adaptability and flexibility
- Time management
- Written communication
- Process improvement
- Workflow optimization
- Multitasking
- Professionalism
- Stakeholder management
- Gurjeeet@ymail.com, preferred
- Gurjeet.singh@servicesaustralia.gov.au, secondary
Personalcompetencies
- Ability to work in a fast-paced environment to set deadlines.
- Excellent oral and written correspondence with an exceptional attention to detail.
- Highly organized with a creative flair for project work.
- Enthusiastic self-starter who contributes well to the team.
Accomplishments
Certificate of Excellence for Outstanding Customer Service awarded by Site Manager
Regularly earned outstanding feedback from customers
Featured in office newsletter multiple times for excellence in customer service
Timeline
Service Delivery Officer – APS 4
Services Australia
02.2024 - Current
Telco Helpdesk L-3 Associate Customer Support
Tech Mahindra
06.2022 - 12.2023
Console Operator/CSR
BP Australia
11.2017 - 05.2019
High School - High School Certificate
Ramgahira Senior Sec. School
Certificate 2 - Security Operations
Australian Security Education & consulting
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