Summary
Overview
Work History
Education
Skills
Timeline
Certification
Accomplishments
Software
Interests
Hi, I’m

Pradiya Mahendran

Client Services & Administration
Melbourne,VIC

Summary

Dedicated client service professional with a proven track record in retail operations, contact center management, and adept handling of administrative tasks. Currently serving in the government sector, providing invaluable support to Defense Force members by addressing inquiries related to Defined Benefit and retirement. Possess extensive experience collaborating with high net worth clients and financial advisers, demonstrating a unique ability to build and nurture client relationships. Proficient in Microsoft Office, Excel, Slack, Zendesk, and CRM systems. Known for resolving inquiries effectively and ensuring seamless transitions. A results-driven professional with a strong commitment to delivering exceptional client service.

Overview

8
years of professional experience
3
Certificates
3
Languages

Work History

Commonwealth Superannuation Corporation
Canberra, ACT

ADF Client Engagement Consultant
05.2023 - Current

Job overview

  • Foster professional, collaborative, and positive team culture with customer-centric focus, primarily supporting members of Australian Defence Force.
  • Address all inquiries from ADF members and third parties through various communication channels, ensuring timely resolution.
  • Uphold a high standard of customer service while engaging with internal and external stakeholders, particularly in context of assisting Defence Force members and providing administrative support to solicitors.
  • Adapt to change proactively, maximizing support and service for unique needs of Australian Defence Force members and legal professionals.
  • Demonstrate commitment to best practices in customer service, emphasizing customer engagement, effective communication, meticulous record-keeping, and delivering personalized service to Defence Force members and legal teams.
  • Take accountability for meeting business requirements, maintaining top-notch service standards, fostering a professional and positive attitude, and collaborating with the team to meet deadlines in context of supporting the Australian Defence Force and legal professionals.
  • Exhibit resilience, empathy, and compassion when interacting with customers, especially in situations involving difficult or sensitive circumstances faced by Australian Defence Force members.
  • Leverage technical expertise to review, calculate, process, and/or approve benefits administered by CSC, aligning with scheme rules, legislation, regulations, policies, and pecific functions relevant to supporting the Australian Defence Force and legal professionals.
  • Demonstrate a willingness to quickly acquire technical knowledge with support and training, particularly in areas relevant to responsibilities mentioned above.
  • Answered constant flow of customer calls with minimal wait times.

Avantika Trading

Shipping Coordinator
01.2016 - Current

Job overview

  • Specialized in the production of high-quality corrugated paper materials for diverse industries, ensuring consistent product excellence
  • Provided crucial administrative support to optimize day-to-day operations, enhancing overall efficiency
  • Orchestrated logistics operations, proficiently handling the import and export of paper products for seamless supply chain management
  • Efficiently managed document handling, overseeing paperwork, documentation, and compliance requirements
  • Fostered international collaboration by effectively communicating with overseas staff and resolving inquiries, strengthening global relationships
  • Served as a responsive point of contact for staff inquiries and concerns, cultivating a positive work environment
  • Played a pivotal role in contributing to the continuous growth and success of our family business
  • Upheld our family's values and commitment to delivering top-notch products and services, maintaining a dedication to excellence.
  • Oversaw warehouse crew stocking inventory and preparing loads.

Woolworths Group

Team Supervisor
05.2019 - 01.2022

Job overview

  • Achieved optimal merchandise presentation by diligently stocking shelves and creating visually appealing displays, elevating the overall shopping experience
  • Maintained price integrity by ensuring accurate pricing of products and promptly updating price labels in accordance with store policies
  • Demonstrated expertise in inventory management, overseeing product levels, and maintaining meticulous inventory records for efficient restocking and control
  • Implemented the 'First-In, First-Out' (FIFO) system to minimize product wastage and prioritize product freshness, resulting in improved product quality
  • Exemplified strict adherence to safety protocols, operating machinery such as pallet jacks and forklifts safely, and creating a secure working atmosphere for the team
  • Exhibited strong teamwork skills, consistently achieving nightly targets and operational goals while ensuring the store was prepared for efficient customer service
  • Provided exceptional customer service by assisting patrons in locating products and delivering a positive and friendly shopping experience
  • Upheld strict adherence to company policies, procedures, and standards, including dress code requirements and punctuality, contributing to a cohesive and professional work environment.

AMP

Client Services
09.2017 - 05.2019

Job overview

  • Spearheaded senior management collaboration to drive strategic initiatives, elevating client service delivery standards and contributing to the development and execution of strategic plans, showcasing a commitment to continuous improvement
  • Achieved excellence in customer service by swiftly resolving client inquiries and complaints, resulting in high client satisfaction rates and fostering enduring relationships through attentive and responsive service
  • Maintained meticulous records of all client interactions, including comprehensive notes on conversations and emails, empowering informed decision-making and personalized client engagement through accurate and up-to-date record-keeping
  • Demonstrated prowess in identifying and swiftly resolving technical issues related to client services, ensuring a seamless resolution of challenges and enhancing the overall client experience
  • Mastered the art of cultivating strong and lasting client relationships by actively listening to their needs and concerns, tailoring solutions to meet each client's unique requirements, resulting in strengthened trust, loyalty, and client retention
  • Drove professional growth through proactive engagement in ongoing training and development, enhancing skills and knowledge, and maintaining an up-to-the-minute understanding of industry trends and best practices, delivering clients the most relevant solutions
  • Exhibited exceptional deadline management skills, consistently delivering high-quality results even in fast-paced and demanding environments, while orchestrating seamless collaboration with internal teams to formulate strategies aimed at elevating customer satisfaction to new heights.
  • Achieved high net promoter score award twice in a row by the management for high level service provided for financial planners.
  • Achieved lowest after call work and average handle time KPI matrix consistently.
  • Used Omni,Multi channel support via phone,email and chats.

Education

RMIT University
Melbourne, VIC

BBA from Finance & Economics
04.2012 - 2014.12

University Overview

Skills

Team Leadershipundefined

Timeline

ADF Client Engagement Consultant
Commonwealth Superannuation Corporation
05.2023 - Current
Team Supervisor
Woolworths Group
05.2019 - 01.2022
Client Services
AMP
09.2017 - 05.2019
Shipping Coordinator
Avantika Trading
01.2016 - Current
RMIT University
BBA from Finance & Economics
04.2012 - 2014.12

Certification

Foundations: Data, Data, Everywhere - Coursera

Accomplishments

Accomplishments
  • Implemented a streamlined customer service process, resulting in a 15% improvement in query resolution time.
  • Exceeded customer satisfaction targets by consistently delivering exceptional service in retail and contact center roles.
  • Successfully managed a transition period for Defense Force members, ensuring a smooth process for their Defined Benefit and retirement queries.

Software

Salesforce

ZenDesk

Xplan

Excel

SQL

Interests

Actively participate in community service or volunteer work, showcasing a commitment to social responsibility

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Pradiya MahendranClient Services & Administration