NOORUL SABHA
Melton,VIC
Summary
Motivated Customer Service Representative with over 26 years of Customer Service experience - 16 years client facing in travel industry & 10 years in call centres in a team-based environments. Driven and proven successful at achieving established targets and team goals. Proven experience in customer service & sales. Well-developed interpersonal skills, demonstrated experience in client service. Ability to develop and maintain relationships with internal and external stakeholders. Ability to work in a fast-paced environment and adapt to changing priorities. Committed to maintaining high-quality standards and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Service Consultant
Thryv Australia Pty Ltd - Advertising
2019.08 - 2023.04
- Inbound & outbound calls for Yellow pages, White pages & Thryv
- Marketing, service, sales & cancellation cases
- Upgrade and downgrade customers
- Reply back to all email enquiries
- Attend team meeting to know agendas for the day and share ideas during daily team meetings
- Provide support to internal and external stakeholders in a professional manner
Moving Consultant
Service Stream - Utility Connection
2018.07 - 2018.12
- Inbound & Outbound calls to organize electricity, gas, water and internet connections for the tenants moving houses
- Organize temporary electricity connections for the property with Real Estate Agents or Owners
- Contact Real estate agents to find out customer details, move in date, meter details
- Arrange interpreter for non - English speaking customer to sell electricity, gas and water connections
Personal Banker
ANZ Bank - Banking
2017.10 - 2018.05
- Inbound calls enquiries for ordering a new debit card, processing credit card limit increase request, put a direct debit stop on payment, opening and closing DDA accounts, balance transfer of credit card, overdrawn fee waiver, reversal of interest charges and late payment fee of credit card, action lost / stolen debit card and credit card, refer customers for home loan, ordering replacements statements of DDA accounts and credit cards, escalate the inquiry to right department where required, cheque processing days enquiries, had needs based conversations with customers and recommend them solutions, open term deposits, renewal of bonus interest on saving account, increase debit card withdrawal limit, update customer details on accounts, escalate deceased estate inquiries, lock and unlock customer’s account for security reasons, provide solutions to internet banking and ANZ app enquiries, like reset password, unlock service etc, assist customer to download ANZ shield, activate debit card and credit card on customer’s request
- Role requirement on every call, was to listen to customer carefully, do 10-15 checks on the account if customer’s request can be actioned or not by following ANZ Bank procedure guideline system called “knowhow”, action the request in systems, then have to provide information to customer. Upon completion of enquiry, had to have need based conversation after building rapport with customer and make a sale like open DDA account, open term deposit, complete new credit card application, refer customer to home loan team or home and content insurance team where possible
Education
Studying Certificate III - Business Administration
Australian College07.2024
Skills
- Excellent written and oral communication skills
- Good time management
- Excellent customer service skills with approachable demeanour
- High level of initiative
- Excellent computer skills – Microsoft Suite of product
- Strong organizational and multitasking abilities
- Keen attention to detail and a proactive approach to problem-solving
- Ability to work collaboratively in a team environment
- A willingness to learn
- Can-do attitude
- High level of accuracy and attention to detail
- Self-motivated and a team player
- Problem-solving ability
- Ability to meet deadlines
- Ability to organise and prioritise workflow
- Work ethics - cohesion, collaboration, performance, and behaviours, including respect, honesty, patience, empathy, and sincerity
Accomplishments
- Apply critical thinking skills in a team environment
- Support personal well-being in the workplace
- Participate in sustainable work practices
- Use inclusive work practices
- Assist with maintaining workplace safety
- Engage in workplace communication
- Design and produce business documents
- Design and produce spreadsheets
- Organise personal work priorities
- Process financial transactions
- Organise schedules
- Maintain business resources
- Purchase goods and services
- Knowledge of Salesforce, SAP, SaaS platforms
Timeline
Service Consultant
Thryv Australia Pty Ltd - Advertising
2019.08 - 2023.04
Moving Consultant
Service Stream - Utility Connection
2018.07 - 2018.12
Personal Banker
ANZ Bank - Banking
2017.10 - 2018.05
Studying Certificate III - Business Administration
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