Open To Work
Pooja Thakur
Melbourne,Australia
Work Preference
Summary
Customer-focused professional with over 12 years in customer service and technical support. Recognized for delivering empathetic support during sensitive situations while maintaining high-quality service in fast-paced environments. Experienced in supporting customer insurance claims, including gathering accurate information, monitoring claim progress, communicating updates and coordinating outcomes with third-party providers. Committed to continuous learning through certifications in technology and problem-solving.
Overview
11
11
years of professional experience
Work History
Career Break
11.2024 - Current
- Relocated from New Zealand to Melbourne and took time to settle family commitments while continuing professional development.
- During this period, I maintained and strengthened my customer service and technical skills through industry certifications, self-learning and practical projects.
- Completed CompTIA Network+, Security+, CySA+, and Microsoft Azure AI Fundamentals certifications, demonstrating commitment to continuous learning, problem-solving and adapting to new technologies.
Customer Service Agent
Spark NZ
Pukekohe, Auckland
06.2022 - 10.2024
- Delivered frontline customer support for mobile broadband and telecom services via phone, live chat and digital channels.
- Assisted customers with mobile device insurance claims by guiding them through the claim process, gathering and verifying required information, completing claim documentation, and coordinating submissions to the third-party insurer.
- Achieved 99% customer satisfaction rating through high-quality support and timely resolutions.
- Managed high volumes of customer inquiries, including account support, service requests, and activations.
- Maintained accurate records and documentation to ensure compliance and effective communication among teams.
- Built strong customer relationships by actively listening and providing empathetic support during challenging situations.
- Used contact center and customer management platforms including Genesys, ServiceNow, Salesforce, Citrix, MNet, and internal CRM systems to manage customer interactions, update records, document outcomes, track service requests through to resolution.
- Worked effectively in a fast-paced environment, consistently meeting performance targets while ensuring service quality.
Call Centre Customer Service Advisor - COVID Helpline
Probe Group, Whakarongorau
Auckland, Auckland
02.2022 - 04.2022
- Handled a high volume of inbound customer calls, providing accurate information and support regarding COVID-19 testing, vaccinations, isolation requirements, and public health guidelines.
- Successfully managed 100+ customer enquiries per day while maintaining accuracy, professionalism, and empathy.
- Managed customer enquiries while delivering high-quality service and attention to detail in a fast-paced contact centre environment, contributing to positive customer experiences.
- Assisted customers during stressful and emotional situations, demonstrating empathy, active listening, and clear communication to address their concerns and provide reassurance.
- Guided customers through digital platforms, appointment bookings and helping them access the support they required.
- Worked closely with public health authorities and internal teams to communicate changing policies and ensure customers received accurate and up-to-date information.
- Gathered customer information and maintained detailed records in internal systems, ensuring confidentiality and compliance with established procedures to support public health initiatives.
- Provided feedback to support process improvements, enhancing customer service delivery and team performance during a critical public health response.
Team Leader
Sistema Plastics Limited
Airport Auckland, Auckland
10.2018 - 12.2021
- Achieved daily productivity targets by leading a production team effectively.
- Enhanced team engagement and performance through onboarding, training, and mentorship.
- Ensured strict adherence to quality control standards across all production processes.
- Increased team productivity by thirty percent through optimized task delegation and scheduling.
- Reduced operational downtime significantly while improving workplace safety measures.
- Monitored production schedules to ensure alignment with company goals and client demands.
Stop N Shop
ICT Help Desk Support
Mt Roskill, Auckland
03.2015 - 06.2018
- Resolved technical issues daily, ensuring minimal disruption to business operations.
- Provided level 1 technical support via phone, email, and remote tools for staff and customers.
- Supported point-of-sale systems, desktops, printers, and end-user devices across six retail locations.
- Diagnosed and resolved hardware, software, and network connectivity issues efficiently.
- Managed Active Directory tasks, including user account creation and access permissions.
- Assisted with customer requests and inquiries to enhance satisfaction levels.
- Supported Windows desktop environments through software installations and system configurations.
- Contributed to stable IT operations by troubleshooting and facilitating system deployments across locations.
Education
Diploma in Computer System Support Advanced - Level 7 -
International College of Auckland
02-2014
Diploma in Computer System Support Advanced - Level 5 -
International College of Auckland
Auckland 02-2013
Post Graduate Diploma in Insurance and Banking - Banking And Finance
Punjab University Patiala
India04-2011
Bachelor's in Computer Applications -
Punjab University Patiala
India,Punjab03-2010
Skills
- Customer Service Excellence
- Inbound & Outbound Call Handling
- Time Management & Prioritization
- Insurance Claims Support
- Empathy & Rapport Building
- Accurate Data Entry & Record Management
- Problem Solving
- Attention to Detail
- Stakeholder & Third-Party Coordination
- Team Collaboration & Relationship Management
- KPI & Target Achievement
Timeline
Career Break
11.2024 - Current
Customer Service Agent
Spark NZ
06.2022 - 10.2024
Call Centre Customer Service Advisor - COVID Helpline
Probe Group, Whakarongorau
02.2022 - 04.2022
Team Leader
Sistema Plastics Limited
10.2018 - 12.2021
Stop N Shop
ICT Help Desk Support
03.2015 - 06.2018
Diploma in Computer System Support Advanced - Level 7 -
International College of Auckland
Diploma in Computer System Support Advanced - Level 5 -
International College of Auckland
Post Graduate Diploma in Insurance and Banking - Banking And Finance
Punjab University Patiala
Bachelor's in Computer Applications -
Punjab University Patiala