KARTHIKA STALIN
SYDNEY,NSW
Summary
A people-first operational leader and customer service specialist with over 12 years of experience across contact centers, insurance, and highly regulated industries. Proven track record of leading high-performing teams, driving continuous improvement, and translating data-driven insights into actionable business outcomes. Expert in uplifting frontline capability through targeted coaching, quality assurance frameworks, and performance management to reduce complaints and enhance customer outcomes across voice and back-office operations.
Overview
1
1
Language
1
1
Certification
15
15
years of professional experience
Work History
Customer Care Consultant /Senior Product Specialist
NIB Health Funds
Sydney, NSW
07.2026 - Current
- Resolved member inquiries across health cover, claims, premiums, and policy changes with clear, accurate guidance.
- Managed complex customer complaints by de-escalating concerns and delivering compliant, solutions-focused outcomes.
- Applied privacy, compliance, and quality standards when handling sensitive health information and financial details.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Developed retention strategies to reduce churn and strengthen customer loyalty.
- Analyzed account activity to identify at-risk customers and trigger timely outreach.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
Customer Service Consultant
NIB Travel Insurance
01.2023 - Current
- Frontline Operations: Resolved complex customer inquiries and claims issues across voice and digital channels, maintaining strict adherence to compliance and service quality standards.
- Quality Assurance Support: Maintained precise, accurate records within CRM systems to enhance data integrity and support quality reporting metrics.
- Capability Building: Assisted in the training and onboarding of new team members, ensuring thorough understanding of customer service protocols, software systems, and product knowledge.
- Process Optimization: Collaborated with cross-functional teams to identify bottlenecks, streamline service processes, and significantly improve response times and customer satisfaction.
Performance Lead (Secondment)
NIB Travel Insurance
01.2024 - 01.2025
- People Leadership & Capability Uplift: Led a high-performing frontline team in a regulated insurance environment, uplifting operational capability through targeted coaching, performance management, and personalised development plans.
- Quality & Continuous Improvement: Analysed performance data and operational metrics to identify gaps, successfully translating quality insights into actionable business improvements and streamlined processes.
- Stakeholder Collaboration: Partnered closely with key stakeholders across the business to align operational goals, ensuring robust governance and seamless cooperation between voice and back-office teams.
- Training & Governance: Developed training materials, facilitated workshops, and mentored new hires on operational protocols, risk controls, and quality standards, effectively reducing failure demand and quality issues.
- Change Initiatives: Drove process improvements and championed new operational strategies that increased efficiency and supported higher retention rates and job satisfaction.
Senior Library Assistant - Customer Experience
Fairfield City Council
02.2023 - 06.2023
- Customer & Tech Support: Delivered frontline customer service and technical troubleshooting, resolving inquiries and supporting diverse community programs.
- System Utilisation: Leveraged technology effectively by managing administrative duties through various management systems (Spydus, Circulation Assistant, Monitor Supervisor, Priava).
Technical Lead
Standard Chartered Bank (Scope International Pvt Ltd)
07.2011 - 09.2016
- Leadership in Regulated Operations: Led technical support teams within a highly regulated banking environment, ensuring strict adherence to compliance, safety standards, and risk controls during high-risk escalations.
- Frameworks & Reporting: Monitored project progress, tracked operational milestones, and prepared detailed performance and quality reports for senior management.
- Knowledge Management & Training: Built and implemented a comprehensive knowledge base to centralize technical solutions; conducted ongoing training sessions to uplift team capability and ensure consistent service delivery.
- Process Improvement: Coordinated seamlessly with internal teams to conduct service briefings, drive process optimization, and improve overall incident resolution metrics.
Education
Master of Business Administration (MBA) - Marketing
Madurai Kamaraj University
India01-2010
Bachelor of Science - Biotechnology
Bharathidasan University
India01-2008
Certificate IV - Library and Information Services
TAFE Digital
06-2023
Skills
- RG146 Tier 2 Certification: Strong foundational knowledge for operating within compliance and regulatory frameworks
- ITIL V3 2011 Certification (MCSA): Expertise in IT service management, technology leveraging, and process automation
- Quality Assurance & Governance: Quality frameworks, risk controls, compliance (RG146), complaint reduction
- People Leadership & Coaching: Performance management, capability uplift, team mentoring, motivational techniques
- Data & Continuous Improvement: Data analytics, business intelligence, translating insights into operational improvements
- Stakeholder Engagement: Cross-functional collaboration, influencing outcomes, change management
- Operational Excellence: Contact centre operations, claims support, technology and automation adoption, problem-solving
Residency
Australian Citizen
Languages
Languages: Bilingual communication in English and Tamil.
Certification
- RG146 Tier 2 Certification: Strong foundational knowledge for operating within compliance and regulatory frameworks.
- ITIL V3 2011 Certification (MCSA): Expertise in IT service management, technology leveraging, and process automation.
Timeline
Customer Care Consultant /Senior Product Specialist
NIB Health Funds
07.2026 - Current
Performance Lead (Secondment)
NIB Travel Insurance
01.2024 - 01.2025
Senior Library Assistant - Customer Experience
Fairfield City Council
02.2023 - 06.2023
Customer Service Consultant
NIB Travel Insurance
01.2023 - Current
Technical Lead
Standard Chartered Bank (Scope International Pvt Ltd)
07.2011 - 09.2016
Certificate IV - Library and Information Services
TAFE Digital
Bachelor of Science - Biotechnology
Bharathidasan University
Master of Business Administration (MBA) - Marketing
Madurai Kamaraj University