Jyoti Mishra
Melbourne,VIC
Summary
Experienced Team Leader who inspires team members to achieve business goals in the pursuit of overall company objectives with excellent supervisory and communication skills.
Overview
9
9
years of professional experience
Work History
Energy Specialist - Collections Process
Probe CX
01.2024 - Current
- Working as an Energy Specialist in Probe cx for Origin Energy company.
- Handling Inbound and Outbound calls for collections process of customers who are unable to make timely payments of Energy bill (Electricity/Gas/Hot water).
- Providing multiple Tariff offers, payment plans to make the payment easier for customers.
- Handling customers who are having Hardship and Family Domestic Violence with Empathy and privacy.
- Adding and applying for concession cards, rebates and Australian Government relief scheme for customer in CRM tool to provide additional benefits to customers.
- Handling customer queries and complaints regarding High bills, Incorrect account details, New address Move-in and Move out procedure etc via calls and Emails.
Customer Service Team Leader
JP Morgan CHASE
08.2022 - 09.2023
- Introduced to a new project loan-collection .
- Understanding business requirements and delivering accordingly.
- Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
- Coaching and mentoring a group of advisors to enhance collections.
- Analysing data and statistics to ensure continuous business improvement.
- Providing feedback on areas of improvement.
Customer Service Team Lead
FIS Global
01.2020 - 08.2022
- Identifying and fixing nominal and technical errors on real-time basis.
- Identifying technical errors/issues and raising IT tickets for the same for the entire process.
- Taking the do not call removal request of customers and actioning it accordingly.
- Drafting training manuals as per clients' latest updates, sharing the same with the process with limited access.
- Creating and maintaining various reports as per client and process requirements.
- Creating rosters and forecasting headcount on a weekly and fortnightly basis.
- Allocating workable accounts to each employee based on their individual deployment in the process.
- Helped multiple lines of business with their reports and technical IT requirements such as password reset, ID creation, adding to distribution list, escalating tickets to next level for quick resolution.
Customer Service Representative
Nomura Holdings Inc
04.2019 - 01.2020
- Delivering service for Japan process dealing in collections.
- Maintaining and adhering to client and operational metrics.
- Conducting team meetings and monitoring their work to ensure conversions.
- Discussing and sending them daily, weekly and monthly stats to achieve their targets.
- Identifying the process challenges and coming up with solutions for smooth functioning.
- Coaching and sharing improvement plans and a review mechanism with the team.
- Understanding the collection expectations and ensuring it is delivered by the team.
Customer Service Consultant
Thakral One Solution Pvt. LTD
04.2015 - 11.2019
- Worked for Inbound call centre for Australian Telecom Company.
- Handling complaints and General Queries of various customers.
- Promoted as SME after one year and handled 7-8 batches.
- Received various rewards and recognition for being an outstanding performer on the floor.
- Run monthly goal contests with rewards.
- Motivated team to meet monthly goals and beat other teams in the centre.
- Supervised the Inbound team to ensure the best experience and solution offered to customers.
- Motivated a team of call centre operators on both Inbound and outbound calls.
- Did spot-checks listening in on calls to make certain the team followed provided scripts.
Education
Bachelors of Management Studies -
Bhavans College
01.2014
H.S.C -
Karthika Jr College
01.2011
S.S.C -
Y.S.K.V High School
01.2009
Skills
- MS-office (PowerPoint, Word and Excel)
- Excellent communication skill
- Efficient Teamwork
- Comprehensive problem solving ability
- Ability to deal with people diplomatically
- Willingness to learn
- Hard and Smart worker
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Energy Specialist - Collections Process
Probe CX
01.2024 - Current
Customer Service Team Leader
JP Morgan CHASE
08.2022 - 09.2023
Customer Service Team Lead
FIS Global
01.2020 - 08.2022
Customer Service Representative
Nomura Holdings Inc
04.2019 - 01.2020
Customer Service Consultant
Thakral One Solution Pvt. LTD
04.2015 - 11.2019
Bachelors of Management Studies -
Bhavans College
H.S.C -
Karthika Jr College
S.S.C -
Y.S.K.V High School
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