Kiran Fernandez
Gold Coast,Australia
Summary
Dynamic and adaptable professional with a versatile skill set developed through academia and hands-on experience in fast-paced customer service environments. Committed to continuous career growth and eager to embrace new opportunities that foster personal and professional development. A genuine passion for supporting others, complemented by a strong aptitude for problem-solving ensures effective solutions in challenging situations.
Overview
4
4
years of professional experience
Work History
Responsible Part Specialist
Sliqpay
05.2024 - Current
- Supported customers via phone and email channels with their payment plans with matters ranging from general enquiries and product education, to helping people manage their arrears in a mutually agreeable manner through payment arrangements and informal debt agreements
- Reviewed and processed applications for financing, ensuring all documentation provided was complete and accurate, and internal compliance procedures were strictly adhered to
- Proven work ethic and keen willingness to learn resulted in secondment as part of the complaints and resolutions team, which required timely problem solving skills and thoughtful handling of sensitive matters to provide outcomes that were beneficial to all stakeholders
Customer Solutions Specialist
ProbeCX
11.2022 - 04.2024
- Answered inbound phone and social media enquiries, ensuring swift resolution to maintain centre service level agreement (SLA) and grade of service (GOS)
- Consistent achievement of average handle time (AHT), attendance, and quality assurance evaluation scoring KPIs lead to development opportunities including floor walking and delivering training and upskilling sessions, which resulted in a seconded position in the quality assurance and complaints team and later becoming team 2IC
Sales Assistant
AllDiesels Australia
02.2022 - 11.2022
- Responsible for managing inbound phone, social media, and email sales enquiries
- In direct collaboration with the general manager, designed and maintained print, web, and social media advertising campaigns to increase business visibility and sales opportunities
Education
B. of Business / B. of Media and Communication -
Queensland University of Technology
QCE -
Helensvale State High School
Skills
- Demonstrated success in collaborative and independent work settings
- Excellent verbal and written communication skills
- Analytical thinker and problem-solving oriented mindset
- Quick-learner
- Emotionally intelligent
- Commitment to personal development
Timeline
Responsible Part Specialist
Sliqpay
05.2024 - Current
Customer Solutions Specialist
ProbeCX
11.2022 - 04.2024
Sales Assistant
AllDiesels Australia
02.2022 - 11.2022
B. of Business / B. of Media and Communication -
Queensland University of Technology
QCE -
Helensvale State High School