Isha Thakar
25 Chadway Avenue , Tarneit,VIC
Summary
12+ Years experience in customer service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.
Overview
18
18
years of professional experience
Work History
Lending Connect Banker
Westpac Group
09.2021 - Current
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Assisted customers with setting up or closing accounts, completing loan applications (Send lead to lending managers).
- Cross-sell of related products
- Understand customer’s needs and requirements and give recommendation.
- Help customers with tasks such as resolving account issues, putting in special account instructions.
- Maintain professional appearance and behaviours for customer at all times.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Educated customers on features and benefits of banking products and services.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Provided advice on different bank products and financial options.
- Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
- Maintained friendly and professional customer interactions.
- General duties: Home loan maintenance/ Skip repayment/ new loan applications/Open new accounts for customer/ Register for internet banking/Mobile app /Dispute transactions / recall transactions from other bank /help customer to forward their complaints or feedback/follow up with broker / lending manager for new home loan/Assign lead for new home loan/Top up of home loan/new personal loan.
- Achieving KPI such as AHT, Sales target, Internet registration, new home loan/personal loan lead etc.
Foreign Exchange Consultant
Flight Centre
03.2017 - 05.2021
- Streamlined processes for faster transaction execution, benefiting both the firm and clients.
- Operate till and manage cash register.
- Count all currency in beginning and end of the shift.
- Ensuring transactions are completed in a timely, efficient manner and with a high level of accuracy.
- Meetings with clients.
- Maintain a cash advance accurately which includes handling and processing cash, cheques, credit cards and EFTPOS.
- Upselling of travel card.
- Place order of different country’s currency on weekly basis.
- Banking on weekly basis.
- Answer customer’s inquiry calls and give them information according to their need.
- Money transfer via money gram in different countries.
- Resolving customers issue.
- Build collaborative relationships with customers; seek to understand the needs of customers. Assist and/or perform administrative duties such as stocktaking and record maintenance.
- Appropriate knowledge and awareness of Occupational Health and Safety relevant to the position.
- Exchange currency as per customer’s requirement.
- Promote product and services through up selling and cross-selling, merchandising and other promotional activities.
- Inform customer about currency rate, insurance tariff, currency pass and other currency information according to customers need.
- Update customers detail and Transaction details in the system.
- Taking payments and making sure the till balances at the end of the day.
- Update currency tracker end of the shift.
- Provided exceptional customer service through timely follow-ups and prompt resolution of any issues, leading to increased client satisfaction and loyalty.
- Boosted client retention rates with excellent communication skills and in-depth market knowledge.
- Increased revenue by identifying client needs and offering tailored currency solutions.
Retail Sales Representative
Vodafone
02.2013 - 08.2015
- Welcomed customers into the store and helped them locate items.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
- Maintained awareness of competitors'' offerings to provide informed comparisons when assisting customers with purchase decisions.
- Boosted customer satisfaction by providing exceptional product knowledge and personalized recommendations.
- Increased sales by offering advice on purchases and promoting additional products.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Remained informed and updated on current promotions and sales, security protocols, exchange policies and payment policies.
Team Leader/Coach
Vodafone House
08.2008 - 11.2012
- Responsible for supporting, coaching, developing and supervising a group of 40-45 employees and 2 supervisor in a Call Service Center.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Update team member with new products and plans by daily briefing.
- Acted professionally and patiently when addressing negative customer feedback.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Audit team members calls for quality purpose
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Managed high call volume with tact and professionalism.
- Prepared reports and communication for senior management and clients.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Prepared reports by analyzing trends and data.
- Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations.
Call Centre Agent
Vodafone
07.2006 - 07.2008
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Answered a constant flow of customer calls with up to 80-90 calls in a day.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Managed high call volume with tact and professionalism.
- End of the call make sure customer is satisfied for quality purpose.
- Entered customers query or complaint's entry in CR
Education
Bachelor of Accounting -
NEW L.J
Ahmedabad, India04.2005
Skills
- Self-motivated nature
- Active Listening
- Problem-solving abilities
- Critical Thinking
- Follow-up skills
- Achieve more then KPI/Targets
- Enjoy challenges
Computer skills
- Microsoft office
- Microsoft access
- Oracle CRM
- Outlook
- Excel
Timeline
Lending Connect Banker
Westpac Group
09.2021 - Current
Foreign Exchange Consultant
Flight Centre
03.2017 - 05.2021
Retail Sales Representative
Vodafone
02.2013 - 08.2015
Team Leader/Coach
Vodafone House
08.2008 - 11.2012
Call Centre Agent
Vodafone
07.2006 - 07.2008
Bachelor of Accounting -
NEW L.J
Similar Profiles
Khanh VuKhanh Vu
Lending Manager / Senior Lending Analyst at Westpac GroupLending Manager / Senior Lending Analyst at Westpac Group
Belinda CarrollBelinda Carroll
Personal Banking Associate at Westpac GroupPersonal Banking Associate at Westpac Group
MANJU GOVARDHANMANJU GOVARDHAN
Senior Business Analyst at Westpac groupSenior Business Analyst at Westpac group