Pranali Khedekar
Wentworthville,NSW
Summary
Successful Customer Service Representative with more than 2 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Link Group
08.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally. Also, managed approximately 50 incoming calls, per day from customers.'
- Assisted customers in navigating company website and to apply for application, improving overall user experience.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Dragonfly Shipping
08.2022 - 07.2023
- Handled customer inquiries and suggestions courteously and professionally along with handling concerns quickly and escalating major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times and to avoid on-hold wait times. Managed over 35 customer calls per day.
- Maintained personnel records and updated internal databases to support document management with utilizing customer service software such as Progression, Freshworks and Microsoft Office to manage interactions and track customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants, determining root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information along with analysing customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries, complaints quickly and followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Team Member
Officeworks
11.2020 - 08.2022
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Maintained positive customer relations by addressing problems and implementing successful corrective actions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Assisted customers with merchandise by answering product-related questions to guide customers through buying process.
- Documented and detailed calls and complaints using CRM database.
- Expertise in handling returns, damage and label change issues along with updating cases in Smartsheet software and CRM SAP.
- Used computer and point of sale system knowledge such as SAP CRM and Microsoft software to process transactions, perform product lookups, verify inventory availability and track customer satisfaction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Picker Packer
Sigma Logistics
10.2018 - 10.2020
- Sorted and organized items in designated areas for easy access.
- Used RF scanners to track orders and verify accuracy.
- Operated manual and electric pallet jacks to move merchandise.
- Experience in voice picking technology to increase order accuracy for 12 months. Experience of working in fridge as voice picker and packer.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Prepared orders for shipment by inserting associated paperwork, tagging boxes, and scanning barcodes to upload package data to tracking system.
- Scanned and verified UPC codes for all products to aid in identification
- Conducted periodic inventory audits to verify accuracy
- Established and maintained positive relationships with customers and vendors through excellent customer service
Education
Master of Marketing - Marketing
University of Wollongong
Sydney, NSW08.2021
Bachelor of Commerce - Commerce
Mumbai University
India 04.2017
Skills
- Customer Service
- Microsoft Office 365
- Software knowledge such as SAP Software, CRM Progression and Freshworks Customer Relationship Management Software
- Problem-Solving Ability
- Computer Proficiency
- CRM software proficiency
- Customer Data Confidentiality
Languages
English
Native or Bilingual
Marathi
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Customer Service Representative
Link Group
08.2023 - Current
Customer Service Representative
Dragonfly Shipping
08.2022 - 07.2023
Team Member
Officeworks
11.2020 - 08.2022
Picker Packer
Sigma Logistics
10.2018 - 10.2020
Master of Marketing - Marketing
University of Wollongong
Bachelor of Commerce - Commerce
Mumbai University
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