GURJOT Sarkaria
Melbourne,VIC
Summary
Hard working , dedicated and results-driven individual with knowledge of service delivery and proven multitasking abilities. Solid team player with outgoing, positive demeanour and proven skills in employing service-oriented behaviors, understanding customer desires and providing customized solutions to maintain customer satisfaction. Focused on surpassing expectations and handling difficult situations through resourcefulness and adaptability.
Overview
1
1
year of professional experience
Work History
Secondment Citi Migration (Project Edge)
Customer Service Advisor NAB
10.2023 - Current
- Delivering exceptional service to Citi customers migrating and present professional image of NAB to all customers and prospects at every interaction.
- Addressing queries and concerns such as discussing Citi Migration related communications with customers and educating them on migration processes.
- Onboarding domestic and International Ex Citi customers to NAB.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Ensured compliance with company policies and procedures when interacting with customers.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
Multiskilled NAB
Customer Service Advisor
02.2023 - 10.2023
- To provide stellar customer service to customers at first point of contact and to resolve their internet and phone banking enquires in one call.
- Resolving general banking and account enquires such as setting up their Internet banking , closing accounts, managing Term Deposits, resolving any Debit or Credit card enquiries etc.
- Directing customer calls to correct business area.
- Efficiently navigating through variety of banking systems and tools such as Siebel , Ebobs, B2K, Nabone etc.
- Demonstrating our Smarter Banking Digi options to customers to help make their banking simple, easy and secure.
- Maintaining high performance as illustrated by key performance indicators.
Education
MASTERS - Accounting
MELBOURNE INSTITUTE OF TECHNOLOGY
Melbourne, VIC12.2014
Bachelors - Business Administration
PCTE
INDIA03.2012
Skills
- Efficient in Microsoft Office
- Professional customer service experience
- Complaint handling
- Time management
- Adaptability
- Building rapport
- Written and oral communication
- Empathy
- Attention to detail
- Problem solving
- Persuasive skills
- Excellent multi-tasker
Additional Information
- Conducted various training sessions for Direct Lending and After hour bankers in assisting Ex Citi customers with their inquiries.
- Worked in NAB resolve for 4 weeks to assist in managing and triaging complaints.
- Got trained in the additional systems such as Khoros for NAB messaging, PEGA for NAB resolve.
- Made outbound calls to over 150 domestic and International customers as a part of Citi onboarding Remediation.
- Provided subject matter expert (SME) support to After hour bankers in handling Citi calls.
Awards
- Peak Award
Received from Laura Collins(Head of Citi Migration )
- Rise award
Received from Nate Arnup(Team leader Citi Migration)
Received those awards in recognition for always owing it , voluntarily stepping up to cover 24/7 shift to support the international customers, multitasking completing async messages whilst on calls. Also for single handily closing off 40 chats overnight plus managing incoming calls plus support overnight team with the SME knowledge.
References
Laura Collins (Head of Citi Migration )
Number Available upon request
Nate Arnup (Team leader Citi Migration)
Number Available upon request
Sita Faoa Harris (Team leader in servicing )
Number Available upon request
Timeline
Secondment Citi Migration (Project Edge)
Customer Service Advisor NAB
10.2023 - Current
Multiskilled NAB
Customer Service Advisor
02.2023 - 10.2023
MASTERS - Accounting
MELBOURNE INSTITUTE OF TECHNOLOGY
Bachelors - Business Administration
PCTE
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