Kerinah Mangadha
The Ponds
Summary
Friendly, bubbly and outgoing with excellent interpersonal communication strengths. Organized and motivated employee eager to apply time management and organizational skills in various environments. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
9
9
years of professional experience
Work History
Customer Contact Team Operator
NSW Trustee And Guardian
04.2024 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Call Center Representative
Woolworths Facilities Management
06.2020 - 04.2024
- Assisted customers by answering questions, responding to inquiries and handling telephone requests
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Retail Assistant
Romeo's IGA
05.2018 - 02.2020
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Greeted customers at deli counter to fulfill requests and answer questions.
Deli Assistant
Woolworths
04.2015 - 07.2017
- Listened carefully to customer instructions and prepared orders according to those preferences
- Handled busy, fast-paced situations and agitated customers with relative ease while remaining professional and calm
- Opened new inventory and rotated stock by dates to maintain freshness.
Beauty Therapist
Australian Skin Clinics
04.2015 - 07.2015
- Analyzed client needs and came up with individualized and continuous treatment plans
- Created memorable customer experiences by including special services such as head and neck massages during appointments
- Educated clients on care processes and advised on further care and products.
Education
Certificate III In Commercial Cookery -
Hospitality Tafe NSW
Mount Druitt, NSW06.2021
Diploma Of Beauty Therapy -
Perth College Of Beauty Therapy
Perth, WA08.2017
High School Diploma -
Sacred Heart College
Wellington, New Zealand11.2014
Skills
- Quick learner
- Self motivated
- Adaptive and creative
- Excellent memory
- Workflow Optimization
- Organizational efficiency
- Continuous Learning Attitude
References
- Luke Gonzalez, Manager, Hexaware, 0437646132, lgonzalez@woolworths.com.au
- Jamille Azada, Senior Associate, Hexaware, 0428867538, jamazada24@gmail.com
- Matthew Pottinger, Shift Leader, Hexaware, 0439135122
Timeline
Customer Contact Team Operator
NSW Trustee And Guardian
04.2024 - Current
Call Center Representative
Woolworths Facilities Management
06.2020 - 04.2024
Retail Assistant
Romeo's IGA
05.2018 - 02.2020
Deli Assistant
Woolworths
04.2015 - 07.2017
Beauty Therapist
Australian Skin Clinics
04.2015 - 07.2015
Certificate III In Commercial Cookery -
Hospitality Tafe NSW
Diploma Of Beauty Therapy -
Perth College Of Beauty Therapy
High School Diploma -
Sacred Heart College
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