Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Timeline
Generic

KARTIK PANCHAL

Narre Warren

Summary

Experienced Customer Service professional bringing 9 years of quality performance in related roles.

Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.

Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

16
16
years of professional experience

Work History

Assistant Service Manager

Mercedes Benz Berwick
04.2023 - Current
  • Liaise with supervisors and management of Service, Parts & Sales Departments, ensuring the department operates in an efficient and profitable manner, while achieving OES standards.
  • Maximise growth opportunities while not compromising customer retention and satisfaction or the professional image of Mercedes Benz Berwick.
  • Support the Service Manager, Service Advisors and Service receptionist in order to meet budget targets, while providing efficient and competent service to ensure the professional image of Mercedes Benz Berwick is maintained.
  • Lead staff by example in terms of work practices, ethics, presentation and code of conducts.
  • Support Service Manager and monitor Digital After sales Targets, weekly meetings and communication when required.
  • Key reporting of department KPI performance and also individual Service Advisors performance including performance.
  • Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
  • Developed strong relationships with customers, resulting in repeat business and increased loyalty.
  • Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
  • Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and setting goals for professional growth.

Senior Customer Service Advisor

Mercedes Benz
05.2019 - Current
  • Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Recommended and up-sold new products, resulting in 25-35 % increase in revenue.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Customer Service Officer

Europcar- CLA PTY Ltd
09.2017 - 05.2019
  • Opening and closing car rental contracts.
  • Maintained up-to-date knowledge of company policies regarding Customer Service Officer payments, returns and exchanges, Successfully interacted with customers and retail buyers to expedite orders.
  • Making reservations and checking vehicles in and out as based on customer needs and in accordance with business excellence standards.
  • Worked as a team member performing cashier duties, product assistance.
  • Proven written and verbal communication skills in industry.
  • Proven ability to manage competing priorities.
  • Strong computer and technology literacy, taking inquires and maintaining a database.
  • Always willing to learn new things and capacity to adapt new change.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Negotiate, close deals and provide better service to clients.
  • Developing strong customer engagement through a collaborative approach and developing promotional activities to promote new products and services to the customers.
  • Excelled in KPI and targets with better customer satisfaction level.
  • Providing outstanding customer service to our valued customers.

Customer Service Officer

Europcar- CLA PTY Ltd
02.2016 - 09.2017
  • Opening and closing car rental contracts.
  • MOORABBIN, Victoria.
  • Maintained up-to-date knowledge of company policies regarding Customer Service Officer payments, returns and exchanges, Successfully interacted with customers and retail buyers to expedite orders.
  • Making reservations and checking vehicles in and out as based on customer needs and in accordance with business excellence standards.
  • Worked as a team member performing cashier duties, product assistance.
  • Proven written and verbal communication skills in industry.
  • Proven ability to manage competing priorities.
  • Strong computer and technology literacy, taking inquires and maintaining a database.
  • Always willing to learn new things and capacity to adapt new change.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Negotiate, close deals and provide better service to clients.
  • Developing strong customer engagement through a collaborative approach and developing promotional activities to promote new products and services to the customers.
  • Excelled in KPI and targets with better customer satisfaction level.
  • Providing outstanding customer service to our valued customers.

Customer Service Representative

EUROPCAR- CLA PTY Ltd
10.2015 - 02.2016
  • Maintained up-to-date knowledge of company policies regarding Customer Service Officer payments, returns and exchanges, Successfully interacted with customers and retail buyers to expedite orders.
  • Making reservations and checking vehicles in and out as based on customer needs and in accordance with business excellence standards.
  • Worked as a team member performing cashier duties, product assistance.
  • Proven written and verbal communication skills in industry.
  • Proven ability to manage competing priorities.
  • Strong computer and technology literacy, taking inquires and maintaining a database.
  • Always willing to learn new things and capacity to adapt new change.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Negotiate, close deals and provide better service to clients.
  • Developing strong customer engagement through a collaborative approach and developing promotional activities to promote new products and services to the customers.
  • Excelled in KPI and targets with better customer satisfaction level.
  • Providing outstanding customer service to our valued customers.

Customer Service Supervisor

Mitro Service Pty Ltd | Melbourne
03.2013 - 10.2015


  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Solved unresolved customer issues
  • Managed work flow to exceed quality service goals.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Maintained accurate records of past due customer account activity.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Successfully interacted with customers and retail buyers to expedite orders.
  • Worked as a team member performing cashier duties, product assistance.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Monitoring, tracking and organising fleet availability on a daily basis.
  • Providing outstanding customer service to our valued customers.

Sales Representative

Nava Electronics Pty Ltd | RICHMOND
10.2009 - 12.2012
  • Prepared sales slips and sales contracts.
  • VICTORIA.
  • Maintained records related to sales.
  • Trained and served as a peer coach for new sales associates.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Generated repeat business through exceptional customer service.
  • Counted cash drawers and made bank deposits.
  • Reordered inventory when it dropped below predetermined levels.
  • Successfully interacted with customers and retail buyers to expedite orders.
  • Worked as a team member performing cashier duties, product assistance.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Monitoring, tracking and organising fleet availability on a daily basis.
  • Created new processes and systems for increasing customer service satisfaction.
  • Demonstrate knowledge of competitor/ rivals activities, strategies, pricing, client dissatisfaction and local market characteristics.

Education

Bachelor Degree - Business Management and Accounting

Kent Institute Of Technology
2016

Diploma - Marketing

Angad Institute of Technology
2014

Advanced Diploma - Management

Imperial College Of Technology
2013

Skills

  • MS Office
  • Troubleshooting
  • Personnel training and development
  • Solution seeker
  • Cheerful and energetic
  • Team player
  • Flexible schedule
  • Team management
  • Advanced mathematical aptitude
  • Approach, Pricing
  • Back-up, Problem solver
  • Conflict resolution, Quality
  • Client, Sales training
  • Clients, Strategic
  • Customer relations, Strategic management
  • Customer satisfaction, Team management
  • Customer Service, Troubleshooting
  • Customer support, Upgrading
  • Customer Assistance, Verbal communication skills
  • Database, Written
  • Debit
  • Detail-oriented
  • Inspection
  • Internet Marketing
  • MS Office
  • Personnel training
  • Policies
  • Account updates
  • Team leadership
  • Complaint resolution
  • Account management
  • Training development aptitude
  • Leadership Development
  • Employee Interviewing
  • Management Consultation

Additional Information

  • Received an employee of the month and sales man of the month awards
  • Always achieved bonuses and commissions
  • Conflict Resolution Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up Ensured that customers were satisfied with company products and services by doing purchase follow-up calls
  • Monetary Transactions Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Computed Data Reports Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
  • Sales consistently generated additional revenue through skilled sales techniques.
  • Product Sales Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages
  • Customer Assistance Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed
  • Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Database Maintenance Assisted in the managing of the company database and verified, edited and modified members' information
  • Met monthly sales goals for 6 months straight.
  • Outside of profession, currently doing volunteer work for Regional opportunities Australia where I have been closely work with young graduates and professional to secure their professional job, especially mentoring and coaching them how they can focus on their personal growth to separate themselves from the crowd.

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Assistant Service Manager

Mercedes Benz Berwick
04.2023 - Current

Senior Customer Service Advisor

Mercedes Benz
05.2019 - Current

Customer Service Officer

Europcar- CLA PTY Ltd
09.2017 - 05.2019

Customer Service Officer

Europcar- CLA PTY Ltd
02.2016 - 09.2017

Customer Service Representative

EUROPCAR- CLA PTY Ltd
10.2015 - 02.2016

Customer Service Supervisor

Mitro Service Pty Ltd | Melbourne
03.2013 - 10.2015

Sales Representative

Nava Electronics Pty Ltd | RICHMOND
10.2009 - 12.2012

Diploma - Marketing

Angad Institute of Technology

Advanced Diploma - Management

Imperial College Of Technology

Bachelor Degree - Business Management and Accounting

Kent Institute Of Technology

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KARTIK PANCHAL