Maitri Sen
Customer Service | Business Analysis | Information Management
Werribee
Summary
Dedicated professional with 7 years of experience providing top tier support to customers. Strong communication skills with a focus on active listening and effective problem-solving. Currently working in land administration and revenue management with Victorian public services. Skilled in land record maintenance, assessments and ensuring compliance with land laws and regulations. Trained and proficient in business analysis tools to prepare reports and make informed decisions. Ability to work independently as well as in a team, quick learner, organized and committed to team success.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Service Officer
State Revenue Office Victoria (SRO)
12.2022 - Current
- Assisting call-in customers about land tax queries and accurately gathering information & storing data on corporate database. Completing data entry to record call notes, and creating requests for customers.
- Maintaining a high level of land revenue knowledge to effectively assist customers with accurate information.
- Performing customer's requests using the e-sys Revenue management System and
- Performing customer requests for property transfer as per Notice of Acquisitions and title in e-sys Revenue management System and applying exemptions as per Land Tax Act 2005 (the Act) by using the business information and intelligence software's to calculate correct land tax.
- Conducting thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Identified and resolved discrepancies and errors in customer accounts.
- Ensuring that all assigned tasks are performed in accordance with the policies and procedures.
- Have exceeded the Key performance targets.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Associate Consultant
Wipro Limited, India
01.2016 - 05.2019
- Have worked with SAP ERP 6 environment and provided support for monitoring activities, backups, user management.
- Collaborated and negotiated with stakeholders to define the scope of the project.
- Documented business requirements, functional requirements and provided relevant reports.
- Handled Service Delivery Process in Solution Manager and Managed centralized helpdesk team to provide application support to the internal customers.
- Provided training to the team members and helped them to achieve the agreed SLA's.
- Monitored performance issues and escalations.
- Created and documented SOP's and delivered various kinds of reports to the relevant stakeholders.
- Enhanced client satisfaction by providing tailored solutions and recommendations for their business needs.
Software Engineer
Dev Genie Software, India
03.2014 - 12.2015
- Provided support to various clients for Database Management System. (Oracle 11g on Linux and Windows)
- Handled user's queries and provided resolution related to OS and Database.
- Performed various database activities such as database backup and restoration, DBMS security, reporting etc.
- Delivered solutions to optimize performance issues.
Education
I. Master of Technology - Enterprise Systems & Business Analytics
Federation University
05.2019 - 12.2021
II. Bachelor of Technology - Electronics & Communication Engineering
Amity University
01.2009 - 01.2013
Skills
Revenue Management and Communication
Land Tax Management
Database Management
Business Analysis
Microsoft Skills
Documentation and Reporting
Customer Service
Certification
Oracle SQL Fundamentals I, 1Z0-051
Trainings
- Land Tax - internal training by SRO
- Problem Solving and Decision Making by PDT, Australia
Timeline
Customer Service Officer
State Revenue Office Victoria (SRO)
12.2022 - Current
I. Master of Technology - Enterprise Systems & Business Analytics
Federation University
05.2019 - 12.2021
Associate Consultant
Wipro Limited, India
01.2016 - 05.2019
Software Engineer
Dev Genie Software, India
03.2014 - 12.2015
II. Bachelor of Technology - Electronics & Communication Engineering
Amity University
01.2009 - 01.2013
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