Summary
Overview
Work History
Skills
REFERENCE
Timeline
Generic

GURSHOBH SIKKA

LYNDHURST,VIC

Summary

Dynamic customer service leader with a proven track record at American Express, adept at coaching teams to enhance performance and drive customer satisfaction. Skilled in data analysis and stakeholder engagement, I excel in fostering inclusive environments and implementing compliance initiatives, resulting in improved service levels and operational efficiency.

Overview

12
12
years of professional experience

Work History

Customer Service Team Leader

Aussie Broadband
01.2024 - Current
  • Led and managed team of 10 agents to achieve targets and maintain high motivation levels.
  • Facilitated engagement activities to foster a positive team environment and enhance morale.
  • Coordinated staff rosters and managed leave requests to ensure adequate floor coverage.
  • Conducted one-on-one coaching and training sessions to improve soft skills and KPIs.
  • Resolved escalated customer calls, ensuring issues were addressed effectively and customers felt heard.
  • Performed quality checks and call audits, providing actionable feedback to enhance service standards.
  • Analyzed performance data and adherence reports to identify trends and areas for improvement.
  • Held daily meetings with team to align goals, share updates, and recognize achievements.

Sr Customer Service Team Leader

American Express
09.2013 - 11.2023
  • Led a team of 20+ in a customer-facing, compliance-driven environment supporting US merchants.
  • Collaborated closely with GOCM (Global Operations & Capacity Management) to plan staffing, ensure coverage, and meet operational targets.
  • Drove occupancy, login hour optimisation, and absenteeism control to meet service level and shareholder goals.
  • Acted as CMSI POC and led initiatives including CHT reduction, Save a Merchant, and Process Compliance.
  • Selected for the CFR Initiative and nominated for an international offsite program.
  • Built a strong IAO (Internal Assistance Operations) team from scratch to streamline process escalations.
  • Managed hiring, training, and performance coaching; led quarterly business reviews with senior leadership.
  • Developed process-wide learning plans, created dashboards, and drove engagement through rewards and recognition.
  • Managed compliance trackers, root cause analysis, and corrective action plans to reduce error rates.
  • Partnered with Risk, Compliance, and Training to enhance customer satisfaction and process accuracy.

Skills

  • Coaching and mentoring individuals
  • Diversity and inclusion advocacy
  • Interpersonal conflict management
  • Reporting and presentation skills
  • Complaints handling expertise
  • Staff management and performance
  • Stakeholder engagement strategies
  • Data analysis for insights
  • Site management experience
  • First call resolution focus
  • Regulatory compliance navigation
  • Customer satisfaction orientation
  • Campaign performance results

REFERENCE

Name: Brett Morris

Role: Senior Manager CS (ABB)

Mobile: 0405 907 183

Email: brett.morris@team.aussiebroadband.com.au

Name: Emma Matthews

Role: Senior Manager CS (ABB)

Mobile: 0417 945 027

Email: emma.matthews@team.aussiebroadband.com.au

Timeline

Customer Service Team Leader

Aussie Broadband
01.2024 - Current

Sr Customer Service Team Leader

American Express
09.2013 - 11.2023

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GURSHOBH SIKKA