Summary
Overview
Work History
Education
Skills
Timeline
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Palak Sanon

Mount Wellington,New Zealand

Summary

Analytical and customer-centric professional with a strong foundation in service consulting, team supervision, and operations, aspiring to transition into a Product Analyst role. Proven ability to gather and interpret customer insights, identify process improvement opportunities, and support data-driven decision-making. Experienced in using internal systems and digital tools to resolve complex customer queries and enhance service delivery. Skilled in cross-functional collaboration, problem-solving, and adapting to dynamic environments. Eager to leverage a background in customer experience and management to contribute to product development, strategy, and user-focused innovation.

Overview

4
4
years of professional experience

Work History

Service Consultant

ANZ
07.2024 - Current
  • Demonstrates empathy - listens to customers to understand their needs & views in order to deal effectively with their concerns
  • Takes personal responsibility for resolving customer concerns and links customers' needs to suitable products and solutions
  • Treats each contact with customers as an opportunity to impress them with the service offered by the business
  • Strives to exceed customer expectations and remains polite and tactful towards customers
  • Shares information and learning experiences with team and colleagues
  • Works collaboratively with colleagues to help the team be more successful
  • Evaluates own performance and develop personal strategies to improve outcomes
  • Delivers quality interactions that resolve the initial inquiry and transactional need
  • Identify opportunities to introduce the customer to digital channels where appropriate or refer to the appropriate channel for other financial needs
  • Keeps product, process and procedure knowledge up to date to ensure accurate information is provided to customers
  • Ensure all customer authentication processes are adhered to, to keep our customer information and financial position safe
  • Competently use the Bank systems, software, technologies and processes
  • Keeping up to date with all communication regarding changes to bank policy and adhered to all standards
  • Follow process as stated in the Knowledge Management tool to complete transactions
  • Complete mandatory learning covering compliance
  • Maintain compliance with ANZ and Contact Centre policies and procedures
  • Support the health and safety of staff, contractors, and customers in accordance with the Bank's commitment to provide a healthy and safe workplace by proactively identifying risks and taking preventative action

Supervisor

Specsavers
04.2022 - 07.2024
  • Delivers excellent customer service through adopting goods interpersonal skills with customers at every stage of the customer journey
  • Answer telephone calls promptly, dealing with customers enquiries in a professional and appropriate manner
  • Communicate professionally and effectively through both verbal and written customer interaction
  • Resolving customers complaints and concerns and offer them solution, while keeping company's best interest in mind as well
  • Effectively use all internal computer systems to order, trace and monitor customers' orders
  • Able to effectively book and alter customer appointments via Genesys diary systems and ensure customer details are accurately registered and maintained
  • Effectively operate a variety of generic till transaction like purchases, taking deposits, paying the balance at collection, health fund covers, promotion etc
  • Reconciled cash drawers at start and end of the shift and helping in resolving discrepancies and producing transaction reports
  • Effectively entering all the banking details into the system and depositing money in the bank
  • Act as a role model and champion the behaviors and values which Specsavers stand for and as such is a respected member of the team
  • Actively participate in creating a positive team culture with the store
  • Consistently show support for the team members
  • Actively participate in designated training programs
  • Train new team members
  • Preparing huddle sheet in the morning and delegating task according to team member's strengths

Front house Staff

Wicked Chicken
08.2021 - 04.2022
  • Delegating the tasks to the team
  • Overseeing the operations of the business
  • Resolving the customers' complaints and handling customer inquires
  • Training the new staff
  • Stock takes and effective inventory management
  • Effectively operate a variety of generic tasks like updating current promotions on the system and updating price, reconcile cash drawers at the start and end shift and depositing money in bank
  • Taking orders and assisting other employees

Education

New Zealand Diploma in Brand Management - Level 7

Alpha Education Institute
04.2022

New Zealand Diploma in Leadership and Management - Level 6

ICL Graduate Business School
05.2021

New Zealand Diploma in Leadership and Management - Level 5

Aspire2 International College
12.2019

Skills

  • Customer service skills
  • Effective communication
  • Teambuilding
  • Adaptability
  • Responsibility
  • Accountability
  • Teamwork
  • Independent work
  • Technology savvy
  • MS Office
  • MS Word
  • MS Excel
  • MS PowerPoint
  • MS Outlook
  • Schedule management
  • Issue resolution
  • Schedule coordination
  • Marketing strategies
  • Cross-functional coordination
  • Strong work ethic
  • Multitasking and organization
  • Process improvements

Timeline

Service Consultant

ANZ
07.2024 - Current

Supervisor

Specsavers
04.2022 - 07.2024

Front house Staff

Wicked Chicken
08.2021 - 04.2022

New Zealand Diploma in Leadership and Management - Level 6

ICL Graduate Business School

New Zealand Diploma in Leadership and Management - Level 5

Aspire2 International College

New Zealand Diploma in Brand Management - Level 7

Alpha Education Institute

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Palak Sanon