Nanise Chandra
Liverpool,NSW
Summary
To be in a position that draws on my training, knowledge and previous experiences,
Providing Exceptional Service... Building Loyal Relationships... Solving Problems... Increasing Sales.
Overview
23
23
years of professional experience
Work History
Customer Service Consultant
Australia Post
259 Queen Street Brisbane 4000
09.2023 - 02.2024
- Track Deliveries and Update scans accordingly and where about of customer items.
- Calculate Postage and Delivery times using customer to and from address.
- Conduct and maintain Privacy Checks at all times
- Lodge delivery complaints through network facilities as feedbacks or investigations.
- Responded to customer requests for products, services, and company information
- Adhere to All aspects of delivery support to customers.
- VOI for property transfers enquiries
- Booking appointments for ATO Lodgements, Passport Lodgement and Renewals.
- Provide information on qoutes for products in retail stores travel insurances and other auspost products and services.
- Mail Redirections enquiries
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Investigated and resolved service and delivery concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Educated customers about billing, payment processing and support policies and procedures.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product and service changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
LOGISTICS/ STORES / ADMIN SUPPORT
ESSILOR AUSTRALIA
03.2017 - 01.2023
- Liasing with courier companies on logistical updates on deliveries and pick-ups of company products.
- Attend to Phone calls and Email Enquiries
- Manifest and Invoicing of all job orders in the system
- Dispatch & Receive orders whilst maintaining tracking consignments
- Organising Stock Take of goods and providing variance reports to Team Manager.
- Good Receipt orders in the System
- Mentored junior team members on best practices related to logistics management, contributing towards building a knowledgeable and efficient workforce.
- Played a pivotal role in retaining high-value clientele, consistently delivering exceptional customer service during challenging situations or delays in deliveries.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Coordinated closely with transportation providers, ensuring timely pickups and deliveries while minimizing potential disruptions to the supply chain.
- Coordinated cross-functional efforts between departments to resolve complex logistical challenges swiftly and efficiently.
- Reduced order discrepancies with meticulous data entry, ensuring accurate billing and shipping information.
- Streamlined order processing for faster delivery times through efficient communication with clients and warehouse staff.
Credit Returns Officer
LUXOTTICA
Sydney, NSW
11.2010 - 03.2016
- Issue Credit Returns
- Quality check of products
- Liaising with customers via emails and telephones
- Use of equipment's (Pallet Jacks, Wave runner, RF Scanner etc.)
- Pick/ Packing / Allocating Goods
- Receiving and checking of stock
- Post Goods Issue using Sap System
- Product labelling and tagging
- Shipping and Dispatching of stock
- Knowledge of the SAP System
- Housekeeping Duties.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
Customer Service Representative
REVESBY WORKERS CLUB
10.2007 - 04.2008
- Answer general phone inquiries in a professional and courteous manner
- Sort incoming mail, faxes, and courier deliveries
- Handles and resolve customer complaints
- Process and sell in-house show tickets using ticket master
- Membership enquiries and Registration
- Assist with organizing in house functions and events
- Greet and Meet customers/visitors / Club members
- Promote the business and function services to customers
- Enforce and practice RSA and RCG rules and regulations in accordance with Liquor Act
- Thorough knowledge of games
- Cashier duties, Book pays, Coin jams, Refills, Jackpots, Payout
- Report all machine faults, incidents to Supervisor
- Coin clearance, reset machines.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Organized and detail-oriented with a strong work ethic.
- Self-motivated, with a strong sense of personal responsibility.
FRONT OFFICE RECEPTIONIST
GOLF TERRACE HOTEL APARTMENTS
Denarau, Fiji
05.2005 - 12.2006
- Meet and greet guests on their arrival
- Complete the registration formalities of the guests with confirmed reservations
- Provide desired information's to guests
- Receive reservations for accommodation from clients, either in person or by telephone, fax or email
- Coordinate the cleaning of guests personal laundry and room service deliveries
- Deal with enquiries and requests from guests
- Handle switchboard
- Schedule guest activities
- Liaise with transport carriers (e.g Airlines, bus companies, rental car agencies) to make travel arrangements for guests.
- Prepare guest bills and present the same for settlement at the time of guests departure.
FRONT OFFICE AND RESERVATIONS
NAMALE FIJI ISLAND RESORT AND SPA
01.2001 - 01.2004
- Receive and process reservations for future guests through sales office, travel agents, tour operators via emails, online bookings, telephones
- Maintain reservation records by completing reservation form, sending confirmation letters etc
- Communicate reservation information within resort departments to ensure advance preparations before guests arrival
- Prepare expected daily arrival and departure list
- Promote and sell other hotel services like spas, restaurants, activities, boutiques to maximize profits
- General Front office Duties
- Update guests credit transactions regularly
- Obtain the house bank/float and keep it balanced
- Answer queries about hotels services and products.
Customer Service Cashier - Console Operator
Ampol
Nanango, QLD
03.2024 - 06.2024
- Streamlined the checkout process for faster service and improved customer experience.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Answered product questions using knowledge of sales and store promotions.
- Performed cash, card and check transactions to complete customer purchases.
- Used POS system to enter orders, process payments and issue receipts.
- Checked personal identifications during alcohol and tobacco sales.
- Observed and reported suspicious activities and persons.
Education
Certificate III: Tourism & Travel (Retail Sales) - Tourism And Travel Services Marketing Operations
Australian Careers Business College
Sydney, NSW01.2009
01.2003
Advance Certificate In Computing - Technology Educational
New Zealand Pacific Training Centre
FIJI 01.2002
01.2000
Skills
- Dynamic customer service professional experienced in both call-center and retail store
- Highly professionaldependable, reliable and able to perform duties with minimal supervision
- Offer a high quality level of customer service by providing accurate and consistent information and/or education to clients
- Resourcefulness - Able to negotiate effectively and take appropriate action to resolving disputes/ enquiries
- Ability to work Independently and in a Team Environment
- Shows Empathy for different situations
- Tenacity - the ability remain doggedly persistent throughout a difficult situation
- Goal-driven and passionate about work
- Technical knowledge - Proficiency in Microsoft Office and most computer systems
- Active listening - Analyse and interpret relevant informations and data while exercising sound judgement to make effective decisions and/or recommendations
- Highly commendable administrative and managerial skills
- Efficiency in getting the best deals online
- Receptiveness to new ideas and other people's insights
- Ability to speak fluently and confidently before a large audience
- Flexibility/Adaptability/Multi-Tasking
- Great interpersonal and communication skills
- Outstanding problem-solving abilitities with attention to detail and accuracy
- Positive Attitude, Patience Organized and Well groomed
- High-volume call centers
- Call Center Customer Service
- Inbound phone calls
- Building rapport
- Call Documentation
- Product or Service expertise
- Policies and Procedures Adherence
- Active Listening
- Salesforce
- Dynamic customer service professional experienced in both call-center and retail store settings
- Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer
- Highly professionaldependable, reliable and able to perform duties with minimal supervision
References
- Jeffery Sutton: Supervisor - Essilor Pty Ltd - Ph: 0498007822
- Rebecca Bell : Trainer - Australia Post- Ph: 0421932180
Timeline
Customer Service Cashier - Console Operator
Ampol
03.2024 - 06.2024
Customer Service Consultant
Australia Post
09.2023 - 02.2024
LOGISTICS/ STORES / ADMIN SUPPORT
ESSILOR AUSTRALIA
03.2017 - 01.2023
Credit Returns Officer
LUXOTTICA
11.2010 - 03.2016
Customer Service Representative
REVESBY WORKERS CLUB
10.2007 - 04.2008
FRONT OFFICE RECEPTIONIST
GOLF TERRACE HOTEL APARTMENTS
05.2005 - 12.2006
FRONT OFFICE AND RESERVATIONS
NAMALE FIJI ISLAND RESORT AND SPA
01.2001 - 01.2004
Certificate III: Tourism & Travel (Retail Sales) - Tourism And Travel Services Marketing Operations
Australian Careers Business College
Advance Certificate In Computing - Technology Educational
New Zealand Pacific Training Centre