Pari Velayutham
Melbourne,VIC
Summary
Dedicated and versatile customer service professional with over 5 years of experience in delivering exceptional service to high-level customer accounts. Demonstrated ability to build trust, efficiently resolve issues, and provide a positive client experience in fast-paced environments. Skilled in communication, collaboration, and problem-solving, with a strong commitment to driving team success and consistently exceeding customer expectations.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
LANCMORE GROUP
01.2024 - Current
- Managed inbound calls for reservations, inquiries, and guest requests, delivering prompt and accurate information on hotel services, room availability, and pricing
- Effectively resolved guest concerns and complaints with empathy and professionalism, escalating complex issues to supervisors for timely resolution when necessary
- Assisted guests in selecting the most suitable room types, arranging special accommodations, and offering personalized recommendations to enhance their overall stay experience
- Provided comprehensive details on hotel amenities, promotions, and local attractions, enriching the guest experience and fostering repeat bookings
- Drove a 10% revenue increase by upselling premium rooms, packages, and hotel services using targeted sales strategies
- Supported the finance team by processing billing, payments, cancellations, and refunds, ensuring accuracy and maintaining financial records
- Worked closely with front desk and operations teams to coordinate guest requests and facilitate smooth check-in and check-out processes
- Consistently achieved high customer satisfaction ratings, based on guest feedback and internal performance evaluations
- Provided technical support for the hotel's online reservation platform, troubleshooting issues and guiding guests through the booking process
- Assisted in group bookings and conference arrangements, working closely with the sales and events teams to meet client requirements
- Maintained detailed call logs, guest records, and feedback reports, helping management identify trends and implement service improvements
- Trained new call centre staff on customer service best practices, call handling techniques, and hotel-specific procedures.
Call Centre Representative
ALATAI HOLIDAY APARTMENT
08.2023 - 12.2023
- Handled a high volume of inbound calls related to reservations, inquiries, and guest requests, providing clear and precise information on room availability, pricing, and amenities
- Managed guest reservations, processed booking modifications, special requests, and cancellations, ensuring a seamless and stress-free experience
- Addressed guest concerns and complaints professionally, escalating more complex issues to supervisors for timely and effective resolution
- Successfully upsold apartment upgrades, packages, and additional services, boosting revenue while enhancing guest satisfaction
- Processed payments, refunds, and billing inquiries, maintaining accurate financial records in compliance with auditing standards
- Coordinated closely with front desk and housekeeping teams to ensure guest requests were met and apartments were ready for check-ins
- Provided technical support for the online booking system, troubleshooting issues and guiding guests through self-service booking options
- Monitored guest feedback and managed satisfaction surveys, ensuring concerns were addressed promptly to maintain a high standard of guest satisfaction.
Call Centre Representative
UNITING AGED CARE
02.2020 - 06.2023
- Managed high volumes of inbound and outbound calls from aged care clients, family members, and healthcare providers, helping with inquiries, appointments, and care-related concerns
- Provided detailed information about services, care plans, and eligibility criteria for aged care, ensuring callers were informed and supported in making the best decisions for their loved ones
- Scheduled appointments, assessments, and consultations, coordinating with on-site care teams and healthcare providers to ensure timely service delivery
- Addressed and resolved client and family concerns with empathy and professionalism, escalating complex issues to supervisors or care managers when necessary
- Maintained accurate and confidential records of calls, interactions, and appointments in line with data privacy regulations and company policies
- Assisted with billing inquiries, payments, and funding options, ensuring clients understood their financial responsibilities and available support
- Consistently achieved high customer satisfaction ratings based on feedback from clients and internal performance reviews.
Customer Service Assistant
SYDNEY PHOTO BOOTHS (PARTY HIRE)
06.2016 - 12.2016
- Supported the business's website and digital marketing efforts by monitoring sales channels and managing online advertising platforms
- Scanned and processed documents for data entry, using MS Excel to compile accurate sales reports and track follow-ups
- Handled customer orders via phone and email, scheduling bookings in the team calendar (MS Outlook) and assigning staff to events based on availability
- Coordinated with event staff and delivery partners to ensure timely and accurate order deliveries, meeting customer expectations.
Customer Service Agent
HDFC BANK
09.2009 - 12.2015
- Managed a high volume of inbound calls from HDFC Bank customers, addressing queries about bank accounts, credit cards, loans, and other financial services
- Assisted customers in resolving banking issues such as account balances, transactions, fund transfers, and bill payments through phone banking
- Provided detailed information on HDFC Bank's products and services, helping customers choose the best options for their financial needs
- Handled customer complaints and disputes professionally, escalating complex issues to the appropriate department for quick resolution
- Processed loan applications, credit card inquiries, and personal banking transactions while ensuring compliance with HDFC Bank policies
- Cross-sold banking products, including savings accounts, fixed deposits, and insurance policies, contributing to revenue generation
- Ensured customer data was updated accurately in the system and complied with KYC and regulatory standards
- Consistently achieved high customer satisfaction scores and met service-level agreements (SLAs) in all interactions
- Responsible for data entry, data cleansing, data integrity and CRM management, including reconciliation of various sales data.
Education
Associate of Arts - Statement of Attainment in Business Administration
TAFE NSW
Sydney, NSW12.2021
Associate of Arts - Statement of Attainment in E¬-marketing For Busine
TAFE NSW
Sydney, NSW12.2020
Associate of Arts - Statement of Attainment in Complex Word Processing
TAFE NSW
Sydney, NSW08.2020
Master of Arts - Master of Business Administration
Alagappa University
India05.2009
Bachelor of Science - Bachelor Of Science
Madras University
India04.2007
Skills
Call Management
Customer Support
Database Maintenance
Customer Satisfaction
Written and oral communication
Sales strategy
Complaint resolution
Documentation And Reporting
Cultural Sensitivity
Product and service knowledge
Data Entry
Service Recommendations
Escalation management
Timeline
Customer Service Representative
LANCMORE GROUP
01.2024 - Current
Call Centre Representative
ALATAI HOLIDAY APARTMENT
08.2023 - 12.2023
Call Centre Representative
UNITING AGED CARE
02.2020 - 06.2023
Customer Service Assistant
SYDNEY PHOTO BOOTHS (PARTY HIRE)
06.2016 - 12.2016
Customer Service Agent
HDFC BANK
09.2009 - 12.2015
Associate of Arts - Statement of Attainment in Business Administration
TAFE NSW
Associate of Arts - Statement of Attainment in E¬-marketing For Busine
TAFE NSW
Associate of Arts - Statement of Attainment in Complex Word Processing
TAFE NSW
Master of Arts - Master of Business Administration
Alagappa University
Bachelor of Science - Bachelor Of Science
Madras University
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