JESSICA WATI PRASAD
Claymore,NSW
Summary
Driving my career towards a management role where I can use my interpersonal skills to lead a group of like minded people and bring innovative changes to the team and company.
Overview
14
14
years of professional experience
Work History
Customer Relations Consultant
BT Financial Group
Sydney, NSW
07.2023 - Current
- Assisting advisers and clients through outbound/inbound and click to chat channels through navigation, complex queries and arising scenarios regarding superannuation
- Assisting team members and key stakeholders with providing buddying sessions to live calls.
- Providing immaculate customer service to deliver accurate and resourceful information regarding superannuation.
- Ensuring monthly KPIs are met - Training and coaching with wider business units
- Providing tailored information through emails while maintaining ownership of queries yet to require further information
- Have assisted Adviser First on an ad-hoc basis when short staffed
- Ensuring that complaints are met and managed within a timely manner
- Understanding both the client and adviser user interface to relay navigation when required
- Maintaining and understanding the industry by upkeeping in training and self-study.
- Have recently been upskilled to the outbound email channel
- Sound knowledge to the Superannuation space
- Trained in both Panorama and Asgard Platforms
- Have assisted the Operations Coordinator role for 6 weeks managing all around office needs and support to various teams and ensuring deadlines are met.
- Recognized consistently for outstanding performance in handling difficult situations with empathy and professionalism.
- Streamlined communication channels, leading to faster problem resolution and improved client satisfaction.
- Provided exceptional support during high volume periods, maintaining professionalism and efficiency under pressure.
- Improved team productivity by sharing best practices and collaborating on strategies to address common challenges.
Customer Service and Colour Specialist
Mecca
Sydney, NSW
04.2022 - Current
- Assisting in customer service
- Colour Specialist promoted in 2023
- Retail round hand
- Stock take / Stock management
- Followed all company policies and procedures to deliver quality work.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Using POS system to process sales, returns, online orders, and gift card activations.
- Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
- Provided excellent product knowledge to customers through continuous learning about new items and promotions within the store.
- Engaged in friendly conversation with customer to better uncover individual needs.
Customer Service & Integrations Manager
Wonde
Sydney, NSW
05.2020 - 07.2023
- Managing x 2 teams
- Training & Development
- Interview and Hiring process for potential candidates
- Onboarding / Induction
- Daily reporting on Metrix and statistics
- Measuring Performance
- Work Allocation
- Manage targets and KPI's for the team
- Recruitment and Selection Process
- Implement plans and strategies to help develop the teams
- I was promoted to line manager after 2 months on the phone as a customer service specialist. I had hit record numbers above average of my target with recognition from the CEO in the UK
- I also assist with driving numbers when they are low
- I have put together documents to assist the team and wider company including an onboarding schedule for the UK while working remotely - Have also assisted my APAC Director with implementing a commission structure which has been successful to present.
- Consistent training with the UK
- Work with multiple platforms
- Integrating and working with technical student information systems: Zendesk / managing tech support tickets.
- Weekly training sessions with the team
Business Development Manager
ELMO Software HR & Payroll Cloud Solution
Sydney, NSW
09.2019 - 05.2021
- Outbound/ Inbound Mid Market/ Small B2B SMBs
- Actively prospecting potential clients through LinkedIn
- Arranging meetings with prospects
- Taking prospects through online demonstrations liaising with a solutions consultant
- Diary Management
- Currently using Salesforce Lightening (CRM)
- Understanding the 14 modules of ELMO
- Up selling (modules, remuneration, survey engagement)
- Objection Handling
- High level of customer service via webchat (DRIFT), email or phone
- Delivering the best customer service
- 360 Sales Cycle
Business Sales Executive/ Client Retention Executive
Employsure
Sydney, NSW
05.2017 - 09.2019
- Outbound/Inbound/Retention B2B sales
- Understanding of the Fair work Legislation
- Sufficient experience in Employment relations and Work Health and Safety
- Maintaining the highest levels of customer satisfaction
- Delivering Immaculate Customer service
- Cold Calling/Self Source Lead Generation
- Up Sell existing clients
- Objection handling calls into potential new clients
- Working with BDM's & CRMs to gain new business
- Future Leaders - Entry level into a team leadership program
- Ambassador - 2 years tenure
- Meeting and exceeding KPI Targets
- Sufficient in Salesforce
- Data Entry - Appointment setting
- Diary management
- Retaining and negotiating
- Disputing and resolving client complaints at the highest of quality
- Immaculate level of customer service via webchat, email or phone
- Promoted internally x3 times
Associate Mortgage Expert/ Retention Specialist
Australian Credit and Finance (Lendi)
Sydney, NSW
07.2016 - 01.2017
- Meeting and exceeding daily targets and KPI's
- Sound Mortgage/ Finance knowledge
- Sufficient in Salesforce
- Data Entry
- Appointment setting for mortgage brokers
- Qualifying and appointing all leads
- Outbound/Inbound
- Converting cold calls and warm leads
- Objection Handling
- Maintaining highest levels of customer service and excelling customer satisfaction
- Disputing and resolving all customer queries
- Built the customer retention team to a head count of x30 reps - Project of 2016
- Retaining, negotiating and closing prospect again into staying with company
- Delivering immaculate customer service
Care Staff Employee (AIN)
HammondCare
Hammondville, NSW
01.2012 - 07.2016
- Attending to residents ADL's
- Meeting daily resident needs
- Work in a team system
- Maintaining high levels of hygiene
- Maintaining respect and seeing the resident as an individual
- Paper work ( Progress notes, ACFI, Bowel Charts and Personal Care Books)
- Making sure the resident is comfortable and always feels at home.
- Based in Palliative Care Suite, Low care and high care - Flexible throughout the Hammondcare wards
- Manuel Handling
- Consistent Education within Hammondcare to maintain knowledge of the industry
- Case Management
- Medication Competency
Skills
- Intermediate Word processing skills (MS Word 20xx)
- Delivering immaculate customer service
- Sales Experience
- Salesforce CRM
- DRIFT (online web chat forum)
- Data Entry
- Project led - Retention Team for Lendi 2016 Project
- Future Leaders 2019
- Understanding of teamwork and dynamics
- Communications skills, both oral and written
- Ability to manage customer dissatisfaction and complaints
- Eagerness to learn new skills, and grow positively from challenges
- Professional telephone manners
- Management Experience
- Medication Competency
- Case Management Experience
- Cert 3 & Cert 4 Aged Care
<Enter your own>
License: Current NSW Full License
Timeline
Customer Relations Consultant
BT Financial Group
07.2023 - Current
Customer Service and Colour Specialist
Mecca
04.2022 - Current
Customer Service & Integrations Manager
Wonde
05.2020 - 07.2023
Business Development Manager
ELMO Software HR & Payroll Cloud Solution
09.2019 - 05.2021
Business Sales Executive/ Client Retention Executive
Employsure
05.2017 - 09.2019
Associate Mortgage Expert/ Retention Specialist
Australian Credit and Finance (Lendi)
07.2016 - 01.2017
Care Staff Employee (AIN)
HammondCare
01.2012 - 07.2016
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