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
12.2021 - 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
04.2020 - 09.2021
- 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
04.2018 - 05.2020
- 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
12.2021 - Current
Service Delivery Officer - APS 2 CAS Position
Australian Taxation Office
04.2020 - 09.2021
Customer service Officer
NEXTRA News Agency
04.2018 - 05.2020
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
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