OMITA MADAN
Adelaide,SA
Summary
I am seeking an opportunity utilizing quantitative analysis tools to investigate problems thoroughly before developing comprehensive solutions, tailored specifically to each individual business need. Excels at presenting complex information in easy-to-digest format, allowing clients to make informed decisions quickly.
Overview
17
17
years of professional experience
Work History
Digital Donor Care Hub - Consultant
Australian Red Cross Lifeblood – National Contact Centre
02.2011 - Current
- Investigation and responding to 5feedbacks received via digital channels e.g. compliments, complaints, enquiries received from stake holders and direct them to the appropriate areas.
- Contribute to Donor Retention through efficient and accurate donor relationship management
- Consistently achieve KPIs which are primarily based on Service Excellence Parameters
- Commit to personal and professional development and donor experience delivery
- Utilize my skills, knowledge, and experience effectively within a team environment
- Handling complex situations and complaints with logical problem-solving techniques
- Undertake responsibilities as demonstrated in the relevant Workplace Health & Safety and Quality policy & procedures
- Contribute my skills and knowledge for Business Improvement and Service delivery.
Retail and Back-end Consultant
ZAMEL’S JEWELLERY
10.2010 - 02.2011
- Dealing with customers who visit stores and enquire about various products
- Managing & Reconciliation of stock on daily basis
- Attending customer’s phone calls those who enquire about various products & offers
- Following up with the customers who visit the store but do not buy on first contact
- Calling up customers who leave their jewelry or watches for repair
- Following the Roster weekly which includes weekends & public holidays.
Business Solutions Consultant
OPTUS TELECOM LTD
07.2007 - 06.2010
- To sell fixed line, broadband, mobile, and wireless internet to Business customers and achieve sales targets every month through business sales in the contact center
- Responsible for provisioning new sales, adding new services on existing accounts, plan up-gradation including new contracts, and renewing contracts of migrating customers
- Drive excellent customer service through complete product knowledge and good customer interaction
- Attend/participate in training conducted by Blackberry, Nokia, Sony Ericsson, Samsung, and Apple every month about new changes in the product for better customer experience
- Always work as a team and help in achieving team targets
- Minimize churns for all existing business customers by completing the forecasted call volume for each campaign within the designated period, promoting and supporting the campaign objectives, and delivering a superior customer experience at every contact point
- Supply timely, relevant, and accurate marketing feedback as experienced from the frontline to maintain Optus’ competitive edge over all other Telco.
Education
Bachelor of Arts - Psychology, Sociology
Panjab University
IndiaSkills
- Service Excellence/Customer Services
- Engagement and rapport building skills
- Team Player
- Quick learner
- Adapt new techniques
- Analytical Skills
- Consistent in performance
- Client Relationship Management
- Continuous Improvement
- Integrity and Honesty
- Team Leadership & Development
- MS Office
- Analytical Thinking
- Issue Resolution
- Problem-Solving
- Attention to Detail
Systemknowledge
- Complete knowledge and practical experience in systems used at Lifeblood (Confluence, Donor Connect, Verint, Cognos, Web appointment process, Interactive Insights, Report Group Manager, Cloud)
- MS Office 2010 (Word, Excel & PowerPoint)
- Access & Outlook
Workreferees
- Peter Lewis, TL with Department of Employment and Workplace Relations, 0404 487 792
- Adrian Addle, Ops Manager at Rockethouse, 0412 147 905
Personal Information
- Residency: Australian Citizen
- Driving License: I currently hold a South Australia Driver’s License and a well-maintained car.
Yoga, Meditation and Gym
I'm passionate about yoga and meditation. I have been practicing this for years and have run few sessions in my current workplace during month of May (Mindfulness in May) for my colleagues to benefit from it.
I'm regular with my fitness routine to the gym, (three - four times) a week.
Languages
Hindi
Elementary
Punjabi
Elementary
Timeline
Digital Donor Care Hub - Consultant
Australian Red Cross Lifeblood – National Contact Centre
02.2011 - Current
Retail and Back-end Consultant
ZAMEL’S JEWELLERY
10.2010 - 02.2011
Business Solutions Consultant
OPTUS TELECOM LTD
07.2007 - 06.2010
Bachelor of Arts - Psychology, Sociology
Panjab University
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