Prapti Palma
Glenmore Park,NSW
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
6
6
years of professional experience
Work History
Customer Service Officer
Service NSW - Department of Customer Service
2021.12 - Current
- Learnt to be apolitical and able to support the message being delivered by Service NSW when assisting the community, especially in terms of the new COVID-19 department
- Maintained the Service NSW code of conduct and delivered values of passion, accountability, teamwork, integrity, service, and trust
- Triaged and support customers with enquiries about COVID-19 during times where information would be updating daily
- Therefore, withheld a sense of trust in the community on behalf of Service NSW, by constantly researching, cross-examining, and checking with government official releases (Public Health Orders, NSW official websites, MyServiceNSW App)
- Similar to my previous government call centre role, learnt to further polish my written and verbal communication over the phone as well as correspondence (such as email and telephony etiquette)
- Well-experienced in the use of Microsoft Office suite as well as being technically proficient in learning new and specific software system, efficiently and accurately.
Service Delivery Officer - APS 2 CAS Position
Australian Taxation Office
2020.04 - 2021.09
- Handled difficult client interactions via telephony and correspondence following correct client procedures
- Verified client identification for the purposes of disclosing personal information over the phone and via correspondence using information matching and identifying a plethora of identity documentation whilst adhering to client integrity for privacy
- Maintained professionalism, conflict resolution and integrity whilst handing client interactions
- Maintained high productivity whilst maintaining excellent client experience by implementing telephony etiquette for hold time and using personal discretion
- Provided clients with self-help options for both client experience and company efficiency to both allow clients to understand their many options but also to prevent work back-flow
- Able to handle constructive criticism at a professional level from experience with QA assessments of Client to Service Delivery Officer interactions, for the purposes of better improving personal work performance
- Administration experience with processing work for client forms and documentation such as Business Activity Statements, tax returns and un-structured correspondence
- Maintaining company efficiency and integrity by client interaction note taking and note management
- Experienced in learning new office-regulated software programs and updates (including office intranet) for data entry, client payment processing, updating personal details and other client interactions
- Able to adapt quickly to working from home whilst still maintaining positive professionalism.
Customer service Officer
NEXTRA News Agency
2018.04 - 2020.05
- Handled difficult customers face to face and through phone with a variety of concerns within a highly social and demanding environment, building resilience
- Dealt with large sums of money with responsibility and initiative
- Quickly adapted to the systematic selling/buying/playing of lottery under the regulation of the jurisdiction
- Resolved customer complaints and escalated worsening concerns to managers for remediation
- Answering customer queries and offering advice
- Trained new team members in cash register operation, stock procedures and customer services
- Troubleshot and resolved issues with cash registers, card scanners and printers
- Maintained high productivity by efficiently processing cash, credit, and debit payments for customers
- Assisted the managers with completing end-of-day counts and preventing loss or theft
- Maintained physical and digital payment documentation for compliant recordkeeping
- Liaised with police for theft
- Observed company return policy when processing refunds, including inspecting products for wear or damage
- Reconciled accounting records and cash discrepancies by researching daily transactions to pinpoint issues
- Verified customer age for lottery buying and playing.
Education
Bachelor of Medical Studies with Bachelor of Arts - Describe your majors here, try to use the keywords described in the job description
Macquarie University
04.2024
Higher School Certificate - Describe your majors here, try to use the keywords described in the job description
Caroline Chisholm College
01.2019
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Records Maintenance
- Database Management
- Technical Support
- Problem-solving abilities
- Customer Service
- Product Knowledge
References
- Mathew Hession, ATO - Team Leader, 0401292434, mathew.hession@ato.gov.au
- Shivji Vekaria, NEXTRA - Manager, 0401406364, nextrapenrith@live.com.au
- Andrew Hadiwidjaja, SNSW - Team Leader, 0383963457, andrew.hadiwidjaja@service.nsw.gov.au
Timeline
Customer Service Officer
Service NSW - Department of Customer Service
2021.12 - Current
Service Delivery Officer - APS 2 CAS Position
Australian Taxation Office
2020.04 - 2021.09
Customer service Officer
NEXTRA News Agency
2018.04 - 2020.05
Bachelor of Medical Studies with Bachelor of Arts - Describe your majors here, try to use the keywords described in the job description
Macquarie University
Higher School Certificate - Describe your majors here, try to use the keywords described in the job description
Caroline Chisholm College
Similar Profiles
Vinisha GudluruVinisha Gudluru
Business Performance Analyst at NSW Department of Customer Service (GRA Governance customer & Policy)Business Performance Analyst at NSW Department of Customer Service (GRA Governance customer & Policy)
Florencia VelezFlorencia Velez
Advisor Strategic Communications at NSW Department Of Customer ServiceAdvisor Strategic Communications at NSW Department Of Customer Service
Poomahal VengatesanPoomahal Vengatesan
Sr Project Manager | Delivery Lead at NSW Department of Customer ServiceSr Project Manager | Delivery Lead at NSW Department of Customer Service