Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nalini Lal

Stanhope Gardens

Summary

Operations Coordinator with over 10+ years of experience in customer relations. Detail-oriented team player dedicated to the customer experience, successful at managing multiple priorities with a willingness to take on added responsibilities and self develop. Strong interpersonal skills, excellent time management and problem solving and organisational skills and the ability to handle multiple tasks/projects simultaneously with a high degree of accuracy.




Overview

16
16
years of professional experience

Work History

Professional Dog Groomer

Premium Pooches - Self Employed
03.2022 - Current
  • Enhanced customer satisfaction by providing high-quality grooming services tailored to individual pet needs.
  • Complying with pet owners instructions as well as accommodate any special requests.
  • Increased client retention through excellent communication and rapport-building with pet owners.
  • Streamlined appointment scheduling process, resulting in reduced wait times for clients.
  • Reduced grooming time by effectively utilizing specialised tools and techniques for various dog breeds and coat types.
  • Maintained a clean and hygienic work environment, adhering to strict sanitation protocols for the safety of pets and staff.
  • Contributed to business growth by actively promoting salon services through social media engagement and positive word-of-mouth referrals from satisfied clients.
  • Continuously updated knowledge of industry trends and best practices, participating in professional development courses and seminars as needed. Attended TAFE NSW to obtain Certificate III in Animal Care Services.

Operations Coordinator

Wells Fargo Capital Finance - Distribution Finance
08.2015 - 02.2022
  • Worked in a team of 3 people reporting to the Operations Manager for large Inventory Finance VIP customers such as BRP, Cisco, Dell, Avida Motorhomes and KTM.
  • Managed and updated central inbox relating to document workflows & processed invoices and liaised with customers over the phone. Stored confidential customer data and documentation across internal platforms Desksite and Aware.
  • Routinely used SAP to create orders for BRP and provide releases.
  • Processed Electronic Data Information (EDI) in a timely manner for large quantity of orders per day. Investigated any errors and liaised with the customer to ensure appropriate measures are taken to rectify any issues.
  • Updated customer information in a timely manner as requested via email or the phone.
  • Investigated all payment/invoice discrepancies and provided outcome in a timely manner.
  • Responded to all customer enquiries regarding their accounts, remittances and general information in a timely manner and with high level professional communication.
  • Processed all invoices with attention to detail proving high level of accuracy.
  • Actioned all customer queries with professional enthusiasm and moral building.
  • Scheduled meetings with customers regarding system issues with our internal IT department.
  • Handled all complaints with empathy and deliver outcomes with the utmost professionalism. Follow up with customer and touch base until resolved.
  • Used team meetings and 1:1's as an opportunity to brainstorm initiatives to improve internal processes and policies and procedures.


Operations Coordinator

GE Commerical Finance - Distribution Finance
05.2011 - 08.2015
  • Processed invoices for Dealers for used and new cars, caravans, boats and jet skis, to provide inventory finance. Demonstrated high level accuracy in data entry.
  • Conducted external transfers of inventory to third party finance and communicated in a highly professional manner representing the company.
  • Communicated hindrances such as encumbrances on PPSR searches. Advised customers of the process that needs to be taken to remove.
  • Provided high level communication and interpersonal skills to customers via email and phone on a daily basis with their enquiries relating to the company's policies and procedures.
  • Demonstrated ability to build rapport with customers from diverse backgrounds.
  • Demonstrated ability to resolve conflict with customer grievances by liaising, understanding, empathising and then undertaking investigations and providing outcome with the utmost professionalism.
  • Profound knowledge of company policies and procedures, as well as knowledge of Australian tax requirements regarding acceptable documentation. Using this knowledge to communicate to customers about the layout required to proceed with funding.
  • Demonstrated sense of urgency to meet deadlines for funding for customers while adhering to company policies and procedures.
  • Liaised with Relationship Managers to assist customer to obtain correct documentation. Demonstrated high level of communication and rapport building with both customer and RSM's.
  • Engaged company's internal Risk Department to reduce uncertainty with documentation.
  • Worked with company's Risk Department to develop a Risk Handling Procedure to to identify potential risks, such as age and size of asset. This procedure was used for any uncertainty regarding documentation and the physical asset.

Call Centre Officer

GE Money - Home Lending
08.2007 - 05.2011
  • Part of a team of 20 people.
  • Managed large amounts of inbound calls regarding customer mortgage enquiries.
  • Made outbound calls to customers in a timely manner.
  • Identified customers' needs and clarified information, research every issue and provide solutions and or alternatives.
  • Built rapport and engage customers by taking the extra mile. Demonstrated high level of communication.
  • Detail record of all conversations in the system, Jackson.
  • Frequently stay up to date regarding mortgage industry relating to the RBA rates rises or drops by following industry new sources.
  • Demonstrated strong phone and verbal communication skills along with active listening by handling customer complaints with professionalism by discussing and offering solutions, therefore reducing escalations.
  • Provided strong company product and service knowledge to assist customers with their payments, hardships, refinancing, and or discharge.
  • Maintained records of customers finances and personal information on company data base.

Education

Certificate III Animal Care Services

TAFE NSW
Yallah, NSW
11.2023

Bachelor of Business - Human Resources And Industrial Relations

University of Western Sydney
Parramatta
03.2006

Diploma in Business

TAFE NSW
Blacktown, NSW
03.2005

Northmead High School
Northmead
12.2002

Skills

  • Teamwork and Collaboration
  • Safe Handling Practices
  • Attention to Detail
  • Customer Service Orientation
  • Conflict Mediation
  • Customer Invoicing
  • Risk Management
  • Process Implementation
  • Process Improvement
  • Time Management
  • Problem Solving
  • Conflict Resolution
  • Cross-functional Collaboration
  • Data Analysis
  • Technical Support
  • Compliance Management
  • Adaptability
  • Customer Relations
  • Financial Administration
  • Operations Oversight

Timeline

Professional Dog Groomer

Premium Pooches - Self Employed
03.2022 - Current

Operations Coordinator

Wells Fargo Capital Finance - Distribution Finance
08.2015 - 02.2022

Operations Coordinator

GE Commerical Finance - Distribution Finance
05.2011 - 08.2015

Call Centre Officer

GE Money - Home Lending
08.2007 - 05.2011

Certificate III Animal Care Services

TAFE NSW

Bachelor of Business - Human Resources And Industrial Relations

University of Western Sydney

Diploma in Business

TAFE NSW

Northmead High School

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Nalini Lal