Summary
Overview
Work History
Education
Skills
Additional Information
Awards
Timeline
Generic

Jaya Khilani

Customer Service
Truganina

Summary

Experienced Customer Service Specialist bringing 10+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Resourceful Customer Advisor with strong business background and proven client service expertise. Excelled as call center team member and earned recognition for service quality and sales volume. Strong customer focus and superb communications skills enabled exceptional results.

Overview

17
17
years of professional experience
10091
10091
years of post-secondary education

Work History

Customer Service Supervisor

Coles Supermarket
01.2023 - Current
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Restocked, arranged and organized merchandise in front lanes to drive product sales
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Customer Contact Call Centre Officer (WFH)

Serco Group
01.2017 - 01.2023
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes (50+ perday) while providing exceptional customer support and maintaining professional composure.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Responded proactively and positively to rapid change.

Customer Service Representative

Coles Supermarket
09.2008 - 12.2017
  • Collaborated with team members to deliver exceptional service during peak hours while maintaining individual efficiency.
  • Contributed to positive work environment through effective communication skills and collaborative teamwork approach.
  • Provided superior service by addressing customer inquiries promptly and courteously.
  • Assisted in training new employees on cashier procedures, enhancing overall team productivity levels.
  • Facilitated smooth transitions between shifts by effectively communicating pertinent information to incoming colleagues during shift changes.
  • Handled cash, credit card, and check transactions with accuracy to ensure balanced cash drawers at the end of each shift.
  • Resolved customer complaints and concerns in a professional manner, ensuring repeat business from satisfied customers.
  • Maintained a clean, organized, and well-stocked checkout area for optimal functionality.
  • Contributed to store''s overall success by consistently meeting or exceeding performance goals set by management.
  • Developed rapport with regular patrons through friendly interactions and personalized service, strengthening customer loyalty.
  • Supported inventory control efforts by accurately scanning all items during checkout process.
  • Cleaned and maintained store aisles and merchandise displays to provide customers with positive experience.
  • Used POS system to enter orders, process payments and issue receipts.
  • Processed refunds and exchanges in accordance with company policy.

Education

Bachelor of Commerce - Accounting

GUJ University
India
04-2003

Certificate in Office Administration -

Laurel College
Bacchus Marsh, VIC
06-2020

Certificate II in Security Operations -

Vigil Training College
Sydney, NSW
06-2015

Certificate in MS office beginner level -

Dynamic Web Training
Melbourne, VIC
02-2025

Certificate in MS Office intermediate level -

Dynamic Web Training
Melbourne, VIC
03-2025

Skills

Problem-solving

Customer relations

Adaptability and flexibility

Team building and leadership

Complaint resolution

Time management

Sales support

Decision-making

Call center operations

Training and mentoring

Continuous improvement

Handling escalations

MS office

Additional Information

Available upon request, Available upon request

Awards

  • Received multiple appreciation "Bunch Cards" from management in recognition of outstanding contributions, teamwork, and consistent performance.
  • Consistently ranked among the top 5 employees for exceeding KPIs, including sales performance, customer satisfaction, and operational efficiency.


Timeline

Customer Service Supervisor

Coles Supermarket
01.2023 - Current

Customer Contact Call Centre Officer (WFH)

Serco Group
01.2017 - 01.2023

Customer Service Representative

Coles Supermarket
09.2008 - 12.2017

Bachelor of Commerce - Accounting

GUJ University

Certificate in Office Administration -

Laurel College

Certificate II in Security Operations -

Vigil Training College

Certificate in MS office beginner level -

Dynamic Web Training

Certificate in MS Office intermediate level -

Dynamic Web Training

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