MUTHU GOMATHI SAILAPPAN
Point Cook
Overview
13
13
years of professional experience
Work History
CONTACT CENTRE SPECIALIST
GREAT SOUTHERN BANK
09.2021 - Current
- Handling Inbound/Outbound Calls for all Banking Queries
- Fully Trained in FATCA for Individual Customers
- Fully trained in all banking Queries including Online banking queries, New Visa Debit card & Master Credit card ordering and cancelling as per Customer request
- Updating Customer personal details including Tax File number
- Assist Customers in raising Disputes for unauthorized transactions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Placed outbound customer service or customer satisfaction calls to follow up on issues Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Met customer call guidelines for service levels, handling time and productivity.
- Delivered prompt service to prioritize customer needs
PAYROLL ASSOCIATE
TATA CONSULTANCY SERVICES
04.2014 - 03.2017
- Handled payroll operation for clients and responsible for payroll processing
- Hands on experience with payroll processing and reconciliation of payroll reports
- Maintained Payroll information by calculating, collecting and entering data
- Generating GL reports and uploading them to clients’ finance system
- Review entire Accounts payable, sundries, processing daily and follow up on aging items for resolution
- Assisted clients in solving issues regarding payroll
- Meeting client’s deadline for payroll and providing support for employee queries
- Gathering inputs from clients and aligning payroll to meet their requirements
- Have shown improvements in minimizing number of queries received post payroll from employees
- Strong in system administration, can pitch in and can figure out gaps
- Good at identifying issues and solving them on time and ensuring that is not recurring
- Well connected with customers as intend to connect with them when reach out with queries
- Ensured that the payroll system was operating accurately by performing various balances & reconciliation procedures
- Ensured that payroll related transactions were processed with internal and external policies
- Assisted with payroll preparation and entered data into cumulative payroll document
- Assisted in preparation of payroll reports.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints
ASSOCIATE
STANDARD CHARTERED LIMITED
05.2012 - 04.2014
- We were doing settlements to segregate the expenses & losses received/ paid to franchise on daily basis
- Successfully handled Audits, showed continually improved performance, operational excellence and associate proficiency by creating workforce stability by cultivating engaged, spirited and well coached team
- Other responsibilities would include assisting manager with resource management, operational excellence, managing partnerships, associate development and proficiency, building and retaining customer relationships.
JUNIOR ASSOCIATE
HSBC
11.2010 - 05.2012
- Issuance of Personalized and Continuous stationary cheque
- Vendor &, Management System
- Monitoring and Maintaining of TAT for all Deliverables raised
- Vendor Payment module
- Control over cheque book issuance charges
- Monitoring the report of automated Cheque book reports
- Reporting to business on Vendor and Courier Performance on monthly basis
- OTP (On Time Password) device issuance to the Customers
- Billing business accordingly to business segments
- Uploading signatures for savings & corporate A/c’s framing signing mandates from corporate board resolutions, maintenance in change of signatures & Authorized signatories.
Education
BACHELOR OF COMMERCE WITH COMPUTER APPLICATIONS -
M S UNIVERSITY
India05.2010
Skills
- Problem-Solving Skills
- Customer Service
- Time management
- Payroll operations knowledge
- Australian legislation
- Knowledge in Australian payroll
- Reconciliation
- Proficient with Microsoft excel
(Super, PAYG, STP2, Payroll tax)
Objectives
Accomplished contact centre professional with a proven track record in customer support, Hardworking and passionate individual with strong organizational skills, seeking to transition into a challenging role in Payroll domain.
Timeline
CONTACT CENTRE SPECIALIST
GREAT SOUTHERN BANK
09.2021 - Current
PAYROLL ASSOCIATE
TATA CONSULTANCY SERVICES
04.2014 - 03.2017
ASSOCIATE
STANDARD CHARTERED LIMITED
05.2012 - 04.2014
JUNIOR ASSOCIATE
HSBC
11.2010 - 05.2012
BACHELOR OF COMMERCE WITH COMPUTER APPLICATIONS -
M S UNIVERSITY
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