Narinder Kaur

Role responsibilities

Operational performance:

• Coached 5 new starters who had different skill levels which I had to adapt to and trained them both virtually and side by side .
• Coached other consultants to improve their AHT and ACW
• Coached to adhere OKR’s and zero incidents .

• Deliver a ‘member’s first’ experience through effective handling of member enquiries
through various service channels, including phone, email, social and web chat
• Promote customer retention and satisfaction by identifying and understanding member
needs, and undertaking problem solving and analysis to provide appropriate resolution to
their enquiry
• Provide factual, accurate and consistent information to customer enquiries
• Assess whether an advice service is required, and refer member to either a
Superannuation Adviser or a Financial Planner as appropriate
• Provide optimum levels of service by responding to enquiries professionally, listening and
developing a rapport with the customer and taking all necessary action to solve customer
problems within agreed service levels
• Escalate complaints where required to the leadership team
• Demonstrate resilience and professionalism in handling difficult customers.

Quality Assurance
and Compliance

• Explain FTC scheme information and superannuation industry knowledge in simple and
practical terms
• Complete task note activity and enter relevant data to ensure customer accounts and
systems are accurate and provides the business with required information
• Provide effective follow up to ensure the customers enquiry is resolved effectively
• Advise Team Leader of any technical/system problems and difficulties.

• Managed to maintain control over CSAT ,FCR & AHT metrics.
• The emphasis on prioritizing digital channels is consistently given to members.
• Meeting the ME Targets has been consistently accomplished. I've been chosen for the Match Project and have completed submissions for RG146.

• Additionally, I've received training in various areas to assist members, including TPA, web forms, and email communication. .

A real passion for delivering incredible customer

service

• Retail management experience with a real focus

on people

• Demonstrated understanding of stock control

management

• Proven retail apparel sales experience with a

drive to succeed and achieve results

• Excellent communication skills with a large

range of stakeholders

• Ability to manage competing priorities, tasks

and overall expectations

• A “Can do” proactive attitude and positive team spirit.

• Organized schedules, workflows and shift coverage to meet expected business demands.
• Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
• Delegated daily tasks to team members to optimize group productivity.
• Collaborated with store manager to develop strategies for achieving sales and profit goals.
• Enforced company policies and procedures to strengthen operational standards across departments.
• Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
• Directed and led employees, supervising activities to drive productivity and efficiency.
• Coached team members and delivered constructive feedback to promote better productivity and build confidence.
• Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.

• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Delegated work to staff, setting priorities and goals.
• Recruited and trained new employees to meet job requirements.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Resolved customer inquiries and complaints requiring management-level escalation.