Neo Vignesh Pilli
Melbourne,VIC
Summary
Dynamic Customer Care Specialist with a proven track record at Commonwealth Bank, excelling in customer satisfaction and retention. Leveraging strong analytical skills and quality assurance expertise, I effectively resolved inquiries, reducing complaints and enhancing service delivery. Committed to optimizing customer experiences through tailored solutions and effective communication.
Successful Customer support with 6 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Personable Customer care specialist offering 3 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Customer Care Specialist
Commonwealth Bank
01.2022 - 03.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Verified accuracy of customer account information and updated when necessary.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Responded to customer inquiries via phone, email and web-based platforms.
- Assessed and offered solutions to improve procedures and customer experiences.
- Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Officer
DJPR (VIC.GOV.AU)
01.2020 - 12.2021
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Contact Center Consultant
Probe
06.2018 - 12.2019
- Enhanced customer satisfaction by providing timely and effective solutions to contact center inquiries.
- Optimized workforce scheduling based on historical data analysis, minimizing operational costs while ensuring sufficient staffing levels during peak hours.
- Collaborated with team members to develop strategies for optimizing call handling and resolution times.
- Monitored quality assurance standards within the contact center, consistently meeting or exceeding established benchmarks for service excellence.
Education
Masters in Information Systems - Information And Communication Technology
University of Southern Queensland
Toowoomba, QLD03-2018
Bachelors in Pharmacy - Pharmaceutical Medicine
Malla Reddy College of Pharmacy
Hyderabad02-2013
Skills
Quality assurance
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 60 staff members.
- Resolved product issue through consumer testing.
- Achieved desired results by introducing CRT for customer related tasks.
- Collaborated with team of 40 in the development of DJPR Campaigns.
Timeline
Customer Care Specialist
Commonwealth Bank
01.2022 - 03.2024
Customer Service Officer
DJPR (VIC.GOV.AU)
01.2020 - 12.2021
Contact Center Consultant
Probe
06.2018 - 12.2019
Masters in Information Systems - Information And Communication Technology
University of Southern Queensland
Bachelors in Pharmacy - Pharmaceutical Medicine
Malla Reddy College of Pharmacy