Naga Navya Gutakala
Sydney,Australia
Summary
Experienced professional with strong analytical skills and a high standard of work seeking a challenging position. Known for my positive and infectious personality, I excel in interpersonal communication and building strong relationships. Proven track record of delivering high-quality results. Eager to contribute my expertise to a dynamic team and make a significant impact.
Overview
9
9
years of professional experience
Work History
Customer Service Officer
MUFG Pension & Market Services
09.2023 - Current
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Maintained up-to-date knowledge of superannuation regulations, ensuring compliance with all relevant laws and guidelines.
- Efficiently processed benefit claims, adhering strictly to established turnaround times and accuracy standards.
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
Customer Service Manager
Woolworths Group
12.2019 - 09.2023
- Handled customer calls and responded to queries about services, product malfunctions, promotions, and billing
- Proven leadership experience to coach and develop the team to meet sales targets, waste control and rostering requirements
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
- Working in the Checkouts and Assisted Checkouts area, and responsible for scanning items, processing payments, and engaging with our customers
- Reporting IT issues and raise the tickets for system issues
- To be customer obsessed and continually seek to better understand the customers to ensure we’re always providing an outstanding shopping experience
- Clarify customers with queries and see the customers are happy with product related enquiries, return and refunds
- Manage a Team of 37 customer service Representatives who support customers everyday in Store
- Analysing business in terms of sales, budget, targets, and workload
Service Supervisor
Coles Five Dock
04.2017 - 12.2019
- Working in a fast-paced customer facing environment
- Working in the Checkouts and Assisted Checkouts area, and responsible for scanning items, processing payments, and engaging with our customers
- To be customer obsessed and continually seek to better understand the customers to ensure we’re always providing an outstanding shopping experience
- Developed successful tactics to sell products and services to customers
- Worked to understand the needs of each customer
Shift Manager
Oporto
01.2016 - 03.2017
- Played a key role in managing the team
- Discussed goods or services information with superiors and teams
- Responded to customer problems or complaints by emails, calls, and in-person
- Reviewed customer satisfaction on actively seeking service feedback
- Trained staff on regular basis to provide exceptional customer service
Education
Master Of Business Administration -
Torrens University Sydney
06.2023
Diploma And Advance Diploma of Business -
03.2020
Bachelors of Electronics and Communication Engineering -
07.2015
Skills
- Windows
- MAC OS
- Success factor portal
- Kronos
- Microsoft Office
- Troubleshooting
- Inbound Call Management
- CRM Software
- Problem-solving abilities
- Microsoft Excel
- Data Entry
- Customer Support
Attributes
- Active Learning: Received appreciations and positive feedback from managers
- Verbal and written communication: Communicating with team, remote clients, and vendors effectively through speaking and written documentation
- Attention to detail: Being careful about detail and thoroughly completing the task
- Strong creative skills: Being able to demonstrate new ideas to create opportunities and goals for progressive organisation.
References
Available upon request.
Languages
English
Full Professional
Telugu
Full Professional
Tamil
Full Professional
Hindi
Full Professional
Timeline
Customer Service Officer
MUFG Pension & Market Services
09.2023 - Current
Customer Service Manager
Woolworths Group
12.2019 - 09.2023
Service Supervisor
Coles Five Dock
04.2017 - 12.2019
Shift Manager
Oporto
01.2016 - 03.2017
Master Of Business Administration -
Torrens University Sydney
Diploma And Advance Diploma of Business -
Bachelors of Electronics and Communication Engineering -
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