KANIKA GUPTA
Summary
AUSTRALIAN CITIZEN Proactive manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Customer Service Officer
HOSTPLUS, LINK GROUP
08.2023 - Current
- Deliver an outstanding member experience by providing excellent customer service and engaging with members via inbound and outbound calls
- Add value to members’ lives through empathy, compassion, and active listening to address their concerns
- Provide members with information regarding their superannuation products, services, and transactions
- Anticipate member needs and take ownership for investigating complex queries
- Actively demonstrate and contribute to Link Group values: Client Focused, Together We Achieve, Adapt and Evolve
- Ability to work in a fast-paced team environment and embrace change
- Growth mindset, with a focus on upskilling and improving performance through coaching and feedback
- Ability to proactively identify, understand and manage risks.
Customer Service Manager
THE CHEESECAKE SHOP
12.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution, reducing complaints by 15%
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Collaborated with marketing department to launch and manage promotional activities and campaigns
- Negotiated contracts with outside carriers to minimize costs to company and customers.
Customer Service Associate
THE CHEESECAKE SHOP
05.2019 - 12.2021
- Answering inbound and outbound phone calls along with communicating through emails
- Operated cash register, completed all POS opening and closing procedures in a secure manner
- Stocked and replenished merchandise according to store layout and manage inventory
- Supporting staff and maintain end of month stock books
- Alerted customers about upcoming sales events and promotions
- Accurately logged all daily shipping and receiving orders
- Offered advice and assistance to customers, paying attention to special needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Assistant Bookkeeper
LG ELECTRONICS
09.2016 - 10.2018
- Assisted bookkeepers in providing support documentation required for audits
- Filed invoices with processed checks to maintain orderly accounting filing system
- Confirmed accounts payable and controlled expenses by receiving, processing, verifying and reconciling invoices
- Matched purchase orders with invoices and recorded necessary information
- Input data into accounting system and maintained integrity of system information to alleviate potential breaches
- Maintained financial records to verify completeness and availability of records and compliance with policy and established regulatory guidelines.
Education
MBA - Accounting And Finance
PUNJAB UNIVERSITY
04.2016
Bachelor of Commerce - Accounting And Business Management
PUNJAB UNIVERSITY
03.2014
Skills
- MS Office Expertise
- Sales Expertise
- Staff Training
- Exceptional communication skills
- Effective Workflow Management
- Talent Allocation
- Customer Relationship Management
- Administrative Support
- Control of Expenses
- Inbound Call and Account Management
Timeline
Customer Service Officer
HOSTPLUS, LINK GROUP
08.2023 - Current
Customer Service Manager
THE CHEESECAKE SHOP
12.2021 - Current
Customer Service Associate
THE CHEESECAKE SHOP
05.2019 - 12.2021
Assistant Bookkeeper
LG ELECTRONICS
09.2016 - 10.2018
MBA - Accounting And Finance
PUNJAB UNIVERSITY
Bachelor of Commerce - Accounting And Business Management
PUNJAB UNIVERSITY
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