Palak Patel
Wyndham Vale,VIC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Senior Member Service Advisor
CPA Australia
Melbourne, Victoria
03.2020 - Current
- Organizing and coordinating the actioning of Contact Centre case queues
- Creating a collaborative work environment by engaging with key stakeholders to achieve great member outcomes. Providing members with personalized and engaging experiences and support all Member Service Advisors to offer the same,
- Taking Member complaints & escalations
- Educating members about special consideration application and eligibility criteria
- Contributing on CRM training and development.
- Supporting onboarding of new Member Service Advisors (Permanent/Casuals) through training and buddying
- Subject Matter Expert on services / products offered by CPA
- Supporting and promoting first call resolution within the Contact Centre
- Providing appropriate feedback to Knowledge Lead to promote up to date knowledge resources
- Advocating for members by acknowledging and sharing feedback to influence continuous process improvement
- Attending weekly Education / Contact Centre meetings and the daily huddles
- Actively participating in workshops and training sessions required for Semester 1 and Semester 2 exams
- Supporting all Managers & WFP monitor dashboards and contribute to Quick Question Group via MS Teams
- Collaborating with all colleagues, participating with information sharing & conducting training sessions when needed
- 100% Self-organisation, taking ownership of calendar & communicating with TL/WFP
- Fostering positive relationships with colleagues around the business
- When needed attending to inbound calls, face to face interactions and email enquiries which relate to all aspects of CPA Australia membership, services and products
- Providing advice, information and solutions to members and non members
- Taking the time to understand members’ needs and goals to develop personalized solutions
Franchise Owner
Brumby's Bakery
Berwick, Victoria
06.2015 - 12.2019
- Day to day Retail customer serving, identifying their need and doing upsell and cross sell at the same time
- Met with each associate to establish realistic monthly sales goals.
- Making and managing staff roster.
- Increased overall team efficiency and productivity.
- Recruited, hired and trained employees for customer service team.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Have process invoices and entered purchases and sales invoices in to quickbooks.
- Managed Payroll , account receivable and account outgoings
- Processing accounts payable and receivable, receipting cheques, daily banking and petty cash administration
Franchise Owner
Jims Cleaning
Wyndham Vale, Victoria
05.2018 - 01.2019
- Answered phones to direct callers, schedule appointments and provide general information.
- Processing accounts payable and receivable, receipting cheques, daily banking and petty cash administration
- Managed daily email enquiries and answered all emails in timely manner.
- Set and optimized employee schedules to secure proper coverage for all schedule work.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Managed work cover clients and co-ordinated with insurance company i.e. TAC, Alliance, EML, Gallagher & Bassett
- Monitored daily and weekly schedules and monthly calendar obligations for Cleaners
- Contacted customers via phone and email to confirm their service satisfaction.
Customer Service Representative
Foxtel
Moonee Ponds, Victoria
10.2010 - 05.2015
- Answered 60+ inbound calls per day and directed to designated individuals or departments.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Assessed customer needs and upsold products and services to maximize sales.
- Documented conversations with customers to track requests, problems and solutions.
- Evaluated customer account information to assess current issues and determine potential solution
Customer Service Representative
Datacom Pty Ltd ( Telstra Bigpond Account)
Melbourne, Victoria
06.2008 - 07.2009
- Responded to 40 individual tickets every day to provide end-user support for internet users.
- Assisted online users via live chat and phone to resolve issues related to internet.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Provided real-time support to everyday users of internet.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Scheduled technician wherever needed.
Education
Diploma in Mechanical Engineering - Mechanical Engineering
B &B Institute Of Polytechnic
India04.2002
Diploma in Human Resource Management - Human Resource
Welingker Institute Of Technology
Mumbai, India06.2007
Certificate III in Customer Contact - Customer Service
Swinburne University
Melbourne06.2013
Skills
- Customer relations
- Call center experience
- Relaying critical information
- Adaptive team player
- Problem-solving abilities
- High stress tolerance
- Deadline Adherence
- Reliable and trustworthy
- Conflict Resolution
Timeline
Senior Member Service Advisor
CPA Australia
03.2020 - Current
Franchise Owner
Jims Cleaning
05.2018 - 01.2019
Franchise Owner
Brumby's Bakery
06.2015 - 12.2019
Customer Service Representative
Foxtel
10.2010 - 05.2015
Customer Service Representative
Datacom Pty Ltd ( Telstra Bigpond Account)
06.2008 - 07.2009
Diploma in Mechanical Engineering - Mechanical Engineering
B &B Institute Of Polytechnic
Diploma in Human Resource Management - Human Resource
Welingker Institute Of Technology
Certificate III in Customer Contact - Customer Service
Swinburne University
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