Komal Aujla
Cranbourne North
Summary
Experienced Customer service specialist seeking a role in a dynamic work environment. Ten years of experience working in customer service. Motivated, Communicative, and results -driven with excellent problem-solving and organizational skills. Ready to improve customer satisfaction and increase retention levels at the organization. Encouraging 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
16
16
years of professional experience
Work History
Office Administrator & Store Assistant Manager
Roll'd Vietnamese Restaurant & Burger Playa
05.2021 - Current
- The Business operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements
- Respected and respected professional with exceptional knowledge of developing strategic plans for service excellence
- Devised, deployed and monitored process to boost long-term business success and increase profit levels
- Oversee day to day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers
- Devised strategies to boost customer sales by relevant marketing
- Hiring staff and rostering them within their legal allowance hours
- Scheduling staff training and following the safety majors
- Managing a team of 20 people providing guidance and support to achieve store goals
- Analyze market trends and competitors' activities to identify new business opportunities
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
Commercial & Corporate Service Agent Liaison Officer
Australian and New Zealand Banking Corporation (ANZ)
12.2017 - 03.2024
- Reporting to Senior lead, I have worked in commercial & corporate Debt recovery and maintain KRA 3 in handling customer profiles and making an assessment on outsourcing to the third-party agents
- This process involves handling customer calls, scheduling payments plans and outsourcing about 500 files in a week
- Liaising with clients and merchants about individual customer profile and their intentions to pay debt
- Reporting on compliance and following the legal protocols
- Breach assessments on each profile and minimizing the risk of breach
- Scheduling minimum payment plan in system with minimum amount and notifying customer of credit listing
- Sending legal demand letters and payment arrangement letters
- Cooperating with clients with special circumstances
- Outsourcing majority of files to agents if no payments plan followed as per demand letters
- Managing and reporting AFCA complaints files while providing the relevant and requested information
- Managing banking system and privacy guidelines
- Liaising with insolvent bankruptcy organization
- Encrypting and decrypting files to send it to third parties
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Assisted in training new team members on company policies, procedures, and best practices for successful integration into the team.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
Commercial & Corporate Service and Merchants Consultant
Australian and New Zealand Banking Corporation (ANZ)
01.2016 - 12.2017
- Reporting to Manager, I have worked in commercial & corporate card services and maintained KRA 2 in average handling time and real time customer feedback
- This involves notable experience in answering customer calls averaging from 80 to 100 calls per day and ensuring to find a solution to their query
- I was also selected to undergo merchant services training to assist when required with the volume of work in this area
- Resolving customer enquiries such as unauthorised cards transaction, declines and process refunds
- Providing remarkable customer service to merchant clients and commercial card customers by handling calls, offering problem resolutions, communication and documentation of responses effectively
- Assisting customer with changing products, upgrades and discussing further with sales specialist
- Managing multiple tasks whilst meeting customer needs
- Building a strong rapport with customers to identify other banking needs
- Managing case escalations and following up until resolved
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed client relationships through regular check-ins and updates on project progress.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
KYC Remediation Project Assistant Administrator
Australian and New Zealand Banking Corporation (ANZ)
09.2015 - 01.2016
- Liaising with salary packaging providers to collate salary-packaging application
- Handling phone enquiries for assisting them to verify themselves at Branch
- Providing guidelines regarding documents to submit at branch
- General administrative functions for salary packaging
- Scanning and uploading documents to update client database
Recruitment & Sales Consultant
Rochdale Institute
03.2015 - 09.2015
- Short listing, screening and interviewing candidates for job seekers
- Training Centre visits to induct students into training in Govt subsidy courses
- Liaising with clients, trainers and administration
- Conduct career counselling for candidates
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
Departmental Store Assistant Manager
KFC Yarraville and Port Melbourne
03.2009 - 03.2015
- Assisting senior manager in preparation of month end reports
- Processing payroll and completing roster for over 55 employees
- Generating food and stock orders twice a week considering key factors such as weather, local sports events or festivals and keeping transfer in stock at low percentage
- Ensure the team understands and aligns with business goals
- Recognizes and rewards people for their achievements
- Anticipates possible problems and develops contingency plans
Education
Diploma - Hospitality Management
CQU
Melbourne, VIC02.2011
Certificate - Client Relationship and Solutions
Deakin University
Melbourne, VIC02.2018
Certificate - Leadership and Management
Deakin University
Melbourne, VIC08.2016
Skills
- Communication
- Analytical and Problem Solving
- Development and Training
- Teamwork & Leadership
- Computer Skills
- Office Administration
- Time Management
- Customer Engagement
- Leadership and supervision
References
Available upon request
Languages
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Office Administrator & Store Assistant Manager
Roll'd Vietnamese Restaurant & Burger Playa
05.2021 - Current
Commercial & Corporate Service Agent Liaison Officer
Australian and New Zealand Banking Corporation (ANZ)
12.2017 - 03.2024
Commercial & Corporate Service and Merchants Consultant
Australian and New Zealand Banking Corporation (ANZ)
01.2016 - 12.2017
KYC Remediation Project Assistant Administrator
Australian and New Zealand Banking Corporation (ANZ)
09.2015 - 01.2016
Recruitment & Sales Consultant
Rochdale Institute
03.2015 - 09.2015
Departmental Store Assistant Manager
KFC Yarraville and Port Melbourne
03.2009 - 03.2015
Diploma - Hospitality Management
CQU
Certificate - Client Relationship and Solutions
Deakin University
Certificate - Leadership and Management
Deakin University
Similar Profiles
Xavier TanXavier Tan
Restaurant Manager at Roll'd Vietnamese RestaurantRestaurant Manager at Roll'd Vietnamese Restaurant
Bo (Betty) PangBo (Betty) Pang
Store Manager at Roll'd VietnameseStore Manager at Roll'd Vietnamese
Long DoanLong Doan
Team Leader at Roll'd VietnameseTeam Leader at Roll'd Vietnamese