NIKITA NAIDU
Summary
Professional with extensive experience in customer service. Confident on the phones with an ability to build rapport naturally. Strong focus on team collaboration and achieving results, adapting flexibly to changing needs. Known for reliability, precision, and effective communication.
Overview
10
10
years of professional experience
Work History
Consumer Finance Operations
Westpac Group
04.2021 - 02.2025
- 4 years experience in an inbound call centre environment working to KPIs, knowledge in financial products and services, including exposure to superannuation.
- Processed credit card, unsecured and secured personal loan applications and monitored progress start to finish.
- Evaluated creditworthiness of potential borrowers using thorough research and analysis, minimising default risks.
- Reviewed income and liability documents for accuracy, reducing processing errors and expediting approvals.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Increased customer satisfaction levels through accurate and friendly service via email and phone.
- Improved cross-functional collaboration, working closely with multiple departments to meet business objectives.
- Contributed to a positive atmosphere by providing support and participating in departmental initiatives.
Project/Technical Support
Westpac Group
07.2020 - 11.2020
- Assisted Westpac Group staff with pre/post migration activities and provided remote technical support.
- Configured and updated hundreds of devices from Windows7 to Windows10 operating system.
- Resolved basic hardware and software issues and assisted project managers with various tasks.
Customer Engagement Specialist
CBA
06.2019 - 11.2019
- Maintained high call volumes and achieved successful debt collection results by utilising negotiation skills and creating customised payment plans.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation.
- Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and regulations regarding data privacy.
Department Manager/Supervisor
Best&Less
11.2014 - 05.2019
- Interacted with customers proactively, identifying needs and offering suitable product recommendations.
- Provided support during peak hours by managing long queues and multitasking effectively under pressure.
- Contributed to success by exceeding sales objectives, assisting with visual merchandising and marketing.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Assisted in training new employees, contributing to the development of a knowledgeable workforce.
Skills
- Attention to detail
- Building rapport
- Calm under pressure
- Escalation management
- Excellent communication
- Multitasking abilities
Timeline
Consumer Finance Operations
Westpac Group
04.2021 - 02.2025
Project/Technical Support
Westpac Group
07.2020 - 11.2020
Customer Engagement Specialist
CBA
06.2019 - 11.2019
Department Manager/Supervisor
Best&Less
11.2014 - 05.2019
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