Pallavi Priyanka
Strathfield,Australia
Summary
Dynamic customer service professional with extensive experience at Service NSW, excelling in query resolution and effective communication. Proven ability to manage customer complaints and enhance satisfaction while adhering to compliance standards. Skilled in data entry and administration, fostering strong relationships and collaboration within teams to achieve organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Concierge Operator
Service NSW
Sydney, Australia
07.2020 - Current
- Handled customer complaints regarding account discrepancies and undue charges.
- Ensured adherence to Service NSW guidelines, values & beliefs in rectifying customer complaints
- Managed customer data for account openings and transactions, including data entry for customer dealings
- Guided customers about the various queries related to Toll charges, penalty and services provided in different zone of NSW
- Acted as a point of contact for deducing a customer's needs, answering their questions, and matching them to services they may find helpful
- Resolved difficult situations calmly & gracefully to maintain customer satisfaction
Administrator (Volunteer)
The Smith Family
Parramatta, Australia
05.2019 - 06.2020
- Facilitated volunteer selection by conducting reference checks, gathering insights on candidate strengths from supervisors and peers
- Streamlined volunteer recruitment by verifying applications at various stages according to organizational checklist
- Entered aspirant data and maintained expression of Interest from volunteers into organizational CRM database (Microsoft Dynamics 365)
- Guided new volunteers on organizational procedures, ensuring smooth onboarding and integration
- Communicated with aspiring candidates via email to inform them about their application screening results
- Established positive working relationships with colleagues, manager and customers through regular communication and effective anticipation of needs
Data Entry Operator & Customer Service Representative
PMC Bank
, India
01.2015 - 02.2016
- Addressed customer complaints regarding account discrepancies and undue charges.
- Made sure the process and documents maintained adhere to the audit and compliance guidelines
- Managed customer data entry for account openings and ongoing customer interactions.
- Creating the opportunity and processing it through Home Loan Application based on customer interaction
- Guided customers about the banking facilities and products available to them, like issuing Calque Books, ATM cards, Demand Draft, etc.
- Served as primary contact for identifying customer needs, addressing inquiries, and recommending suitable services.
- Executed insurance sales activities, successfully meeting established sales targets.
- Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution
- Conducted thorough reconciliation of financial reports to ensure accuracy and compliance.
Education
Master of Commerce - Commerce
Sinhgad Institutes
India01.2013
Bachelor of Commerce -
India01.2011
Skills
- Query resolution
- Customer handling
- Data entry and reporting
- Administration and compliance
- MS Office proficiency
- Time management
- Cash handling
- Document filing
- Effective communication skills
- Team collaboration and independence
Vocational Courses
- Certificate III in MYOB, Payable & Receivables, Parramatta College, Parramatta, NSW
- Certificate III in MYOB, Payroll, Parramatta College, Parramatta, NSW
- Certificate III in XERO, Parramatta College, Parramatta, NSW
- Certificate III in Office Skill Administration, Parramatta College, Parramatta, NSW
Recognition
- Customer satisfaction survey, consistently received 100% on customer satisfaction survey
Skills And Core Competencies
- Query Resolution
- Customer Handling
- Screening
- Reporting
- Data entry
- A strong work ethic
- Positive attitude and willingness to learn
- Ability to work independently and as part of a team
- Strong phone, email and in-person communication skills
- Correspondence handling
- Administration
- MS office (excel, word, power point)
- Compliance
- Time management
- Cash Handling
- Reference check
- Documents filing
- Effective communication
- Persuasive and having good influencing skills
Accomplishments
Excel Award (DNA All Star), for providing best customer service in 2021
References
References available upon request.
Timeline
Customer Concierge Operator
Service NSW
07.2020 - Current
Administrator (Volunteer)
The Smith Family
05.2019 - 06.2020
Data Entry Operator & Customer Service Representative
PMC Bank
01.2015 - 02.2016
Master of Commerce - Commerce
Sinhgad Institutes