LAKSHMI NARAYANAN RAMASAMY RAMESH KUMAR
Docklands,VIC
Summary
Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities.
Proven success in leadership, operational excellence and organizational development with keen understanding of software, hardware and troubleshooting elements. Recognized for inspiring management team members to excel and encouraging creative work environments. Experience in policy development and staff management procedures positively impacting overall morale and productivity, specialized in Lean Six Sigma Black Belt with strong Networking, banking and IT background.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Credit Assessment Officer
ANZ Bank
03.2022 - Current
- Monitored testing sites and regulation adherence.
- Coordinated with administrators about matching assessments with curriculum.
- Analyzed testing data and identified problematic areas.
- Stayed up to date on current assessment trends and laws.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Made decisions and recommendations about extending lines of credit.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Gathered loan documentation for underwriting.
- Attended credit-related training and conferences to stay informed about industry trends and developments.
- Collaborated with other teams to identify and mitigate risks impacting organization.
Hub Specialist (HESTA Super)
Link Group
11.2021 - 03.2022
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
Case Manager
IAG Insurance (TSA)
04.2021 - 11.2021
- Recommended products to customers, thoroughly explaining details.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
IT Consultant
Davey Water
07.2020 - 03.2021
- Created service level agreement for IT operational functions including help desk operations.
- Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
- Contributed to project cost estimates and budgets based on assessment of client needs.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Maintained user account data by initiating account access and establishing in database.
- Promoted available products and services to customers during service, account management and order calls.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
IT Support Specialist & Outbound/Inbound Customer Service Representative
Hello Blooms
11.2018 - 06.2020
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Collaborated with team to deliver timely service of items and updating of new products
- Performed root cause analysis to identify system issues
- Handled password resets, software updates and issues promptly, escalating critical problems to appropriate resources
- Assisted with training of new employees, offering constructive feedback on completion of job tasks
- Wrote agendas and notes and sent out automatic notifications for upcoming meetings
- Developed and implemented standard operating procedures, compiling all details into user manuals for training purposes
- Met with supervisor weekly to discuss cases and brainstorm new strategies
- Returned phone messages and emails within 2 days and responded to customer complaints before issues escalated
- Established product specifications and quality assurance practices
- Completed various financial and quality audits for different departments
- Monitored product trends and suggested changes
Team Leader & Customer Service Representative
HOBAN Recruitment
04.2018 - 12.2020
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations. Providing them alternate ways and maintained operational protocols
- Managed team member schedules and work assignments
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Trained new employees each quarter in procedures and policies in order to maximize team performance
- Cross-trained staff members, resulting in 95% increase in customer satisfaction ratings
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Communicated status updates to affected parties when issues arose.
- Maximized efficiency by removing safety hazards and debris from work areas.
Education
Masters - Information Systems
Central Queensland University
Melbourne, VIC06.2019
Bachelor of Technology - Mechanical Engineering
SRM University
Kattankulathur, TN05.2016
Skills
- Test Planning
- SQL
- Automation Scripting
- Cross-Platform Testing
- SQL Server
- Scrum
- Results oriented and high attention to detail
- Excellent computing skills - Dual platform of MS WINDOWS AND MAC OS
- Insightful- Highly motivated and open to change
- Team Player with strong oral, written, analytical and communication skills
- Relationship management skills
- CRM experience
- Excellent in Microsoft Office
- Research and trend analysis
- Database management
- Technologically savvy
- Implementing Lean tools
- Technical issues analysis
- Staff education and training
- Data entry
- Desktop support
- Software diagnosis
- Mac systems
- Report generation
- Problem-solving abilities and management
- Incidents management
- Network support LAN/WAN
- Technical Support
- Hardware and Software Installation
Certification
• Lean Six Sigma Black Belt from Benchmark Six Sigma- https://certificates.benchmarksixsigma.com/ 8ghnif2s
Referees
Reference will be available upon request.
Timeline
Credit Assessment Officer
ANZ Bank
03.2022 - Current
Hub Specialist (HESTA Super)
Link Group
11.2021 - 03.2022
Case Manager
IAG Insurance (TSA)
04.2021 - 11.2021
IT Consultant
Davey Water
07.2020 - 03.2021
IT Support Specialist & Outbound/Inbound Customer Service Representative
Hello Blooms
11.2018 - 06.2020
Team Leader & Customer Service Representative
HOBAN Recruitment
04.2018 - 12.2020
Masters - Information Systems
Central Queensland University
Bachelor of Technology - Mechanical Engineering
SRM University
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