KANCHAN KUMARI
Melbourne
Summary
Australia Permanent Resident
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Recoveries Corporation (Client: Commonwealth Bank of Australia)
10.2025 - Current
- Serve as the first point of contact for customers with enquiries about their credit and debit cards, including lost or replacement cards, balance transfers, cross-product transfers, and points accumulation on certain credit cards.
- Utilise resources to assist with digital internet banking and CBA app enquiries, ensuring straightforward and clear communication.
- Resolved customer inquiries through multiple communication channels, ensuring prompt and effective service delivery.
- Assisted in training new team members on company policies and customer service protocols.
- Educate customers about banking products and services while offering tailored solutions, taking responsibility for accurate and helpful information
- Navigate through multiple banking systems and tools efficiently, collaborating with team members to maintain a good understanding of updated banking policies, procedures, and legislation.
Weighbridge Operator Administrator
Manhari Metals
06.2024 - 08.2024
- Operate weighing equipment to accurately weigh trucks, trailers, and containers to determine their weight for compliance with legal regulations
- Record and input weight readings, vehicle details, and other relevant information into the company's database or weighbridge software
- Prepare and issue weight tickets or reports to drivers, ensuring all necessary information, such as date, time, and weight, is correctly documented
- Inspect vehicles and loads for compliance with safety and legal standards, checking for overloading or unsafe cargo
- Interact with drivers and clients professionally, providing assistance and information regarding the weighing process and operational procedures
- Ensure the proper functioning of the weighbridge equipment, conduct regular checks, and report any malfunctions or maintenance needs
- Adhere to industry regulations and company policies regarding weighing procedures, safety, and reporting
- Maintain accurate and organized records of all transactions and activities related to the weighbridge operations
- Follow and enforce safety procedures to maintain a safe working environment for oneself and others on-site
- Work collaboratively with team members, including traffic management and logistics personnel, to ensure smooth operations
Research Analyst
Cognizant Technology Solutions
09.2018 - 12.2021
- As a research analyst, the candidate will perform detailed processes to ensure the integrity and accuracy of all SMB & LCS (large customer services) advertising data
- These detailed processes include identifying the appropriate company, parent companies, and potential agencies that work with each account
- All information will be stored in Google internal customer relationship management tool and be used to funnel assignments to the sales teams
- The same applicable to the quality analyst is to check the associate process and to audit them
- Improving the quality of the project based on the feedback received by clients and cascading the same to agents, finding new issues and escalating those bugs to the team
- Reviewing, photos, videos, texts and monitoring content and assigning categories by using Google search engine
- Interacting with team leaders and project leads to discuss trends and problems in the feedback system
- Developed team communications and information about the process updates through meetings
Associate Command Centre
Convergys
01.2016 - 08.2018
- Worked as Real Time Analyst for Workforce management by meeting all the metrics and KPI's defined by client on day to day basis within the SLA Procedure
- Analyzing the data based on Real time Monitoring and try to maintain the business requirements, with high priority grounds, more over site specific reporting and client reporting are the major key roles
- Ensure optimal staffing at the centre by monitoring key process parameters: Real Time Adherence for the agents, Average Talk-time, Hold Procedures, Average Handling time of the call, Aux-Time
- Measure and trend individual program performance and lead the development of improvement plans as related to the program
- Ensure overall profitability of the processes by successfully handling the Tier 1 metrics, Service Level, ASA, Abandon%, Occupancy and other metrics
- Areas of Expertise: WFM process, Real-Time monitoring and analyses of statistics
- WFM applications like IEX, CMS Avaya
- Knowledge on MS Excel and VBA scripting to create/manage WFM reports or analysis
- Worked on implementation of WFM-Now tool for Convergys. WFM-Now is a web-based Convergys owned tool used for Real-Time Adherence reporting
Technical Support Executive
Canon India Private Limited
01.2014 - 01.2015
- Resolved technical issues for clients, providing timely and effective solutions to enhance user satisfaction
- Documented common technical issues and solutions, contributing to the knowledge base for future reference
- Analyzed customer feedback to identify trends and recommend system improvements for better service outcomes
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity
- Collaborated with team members to develop new strategies for handling complex technical problems
Process Associate
Hero BPO
04.2013 - 12.2013
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Maintained high levels of data confidentiality through adherence to company policies and procedures.
- Identified and resolved process issues to drive optimal workflow and business growth.
Education
Bachelor of Technology - Electrical, Electronics and Communications Engineering
Pragati Engineering College (Afflicted By JNTU Kakinada)
Kakinada, Andhra Pradhesh, India08-2012
Skills
- Proficient in customer support
- A resilient, positive attitude in a fast-paced environment
- Skilled in navigating diverse platforms
- Effective communication skills
- Interest in banking/finance (desirable)
- Ability to learn quickly and multitask effectively
- Passionate about helping customers
- Proven communication skills, the ability to connect with customers and to assist them with their queries
- Demonstrated attention to detail
- Provide premium technical and customer service support over the phone
- Assist with transactional enquiries, account updates and business banking needs
- Deliver fast, accurate solutions that support our customers’ day-to-day operations
Languages
English
Full Professional
Hindi
Native or Bilingual
Telugu
Full Professional
Interests
- Yoga
- Watching Movies and TV Shows
- Cooking
- Gym Workouts
- Music
- Train Travel
Tools
- Genesys
- Verint
- Daisy
- Commsee
- Bureau
- AYAYA
- WFM Now
- NICE IEX
- MS & Google Office
Timeline
Customer Service Representative
Recoveries Corporation (Client: Commonwealth Bank of Australia)
10.2025 - Current
Weighbridge Operator Administrator
Manhari Metals
06.2024 - 08.2024
Research Analyst
Cognizant Technology Solutions
09.2018 - 12.2021
Associate Command Centre
Convergys
01.2016 - 08.2018
Technical Support Executive
Canon India Private Limited
01.2014 - 01.2015
Process Associate
Hero BPO
04.2013 - 12.2013
Bachelor of Technology - Electrical, Electronics and Communications Engineering
Pragati Engineering College (Afflicted By JNTU Kakinada)