Prashant Pandey
Harkness,VIC
Summary
Dedicated CSR/Dispatcher, talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 12 years of experience in quickly resolving customer related issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.
Overview
15
15
years of professional experience
Work History
Payment Assist
Red Energy
MELBOURNE, VIC
09.2023 - 03.2024
- Deliver timely and accurate Customer Assist services which assure the highest levels of revenue and compliance
● Provide specialised support in Customer Assist functions to facilitate one contact resolution and an exceptional customer experience
● Maintain a view of each customer’s status in the customer lifecycle and proactively identify and resolve any data or process issue impacting their account - Take a continuous improvement approach to identify and recommend improvements to processes and systems which assure the integrity and consistency of
data, maximise efficiencies and enhance the customer experience - Facilitate a high degree of structured, deliberate communication with various internal teams to ensure that processes are effective and customers are fully
appraised of any issue or potential issue impacting their account
● Develop strong relationships with external parties to optimise performance in the delivery of data and issue resolution - Develop and deploy data quality checks which proactively identify data errors and exceptions to assure the highest level of data
● Analyse data issues for root causes and work with internal teams and external providers to highlight and resolve any issue
CSR
Probe Group(Multinet Gas )
Melbourne, VIC
06.2022 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
Lending Specialist
Bank Australia
Melbourne, VIC
02.2023 - 09.2023
- Verified client financial information to determine creditworthiness and loan eligibility.
- Approved or denied loan applications and explained reasoning behind decisions.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
CSR / Despatcher
BOC ( British Oxygen Gas)
Penrose, AUK
12.2016 - 01.2019
- Working as dispatcher, also liaised with different teams like production, logistics, engineering, account managers and support team to organize fast and smooth product delivery.
- Handling inbound and outbound calls regarding customer queries about Industrial equipment’s, gases used in scientific and Medical industries by emails or Phone.
- Assisting customers with Welding, cutting and brazing related information.
- Identifying and Resolve customers complain and concerns.
- Have also covered Account Manager Role also for 6 month.
- Have also achieved numerous rewards and recognition.
- Reviewed account and service histories to identify trends and issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Despatcher
Green Gorilla
Onehunga, Auckland
06.2015 - 12.2016
- Ensure that all distribution runs are scheduled effectively to ensure that the
distribution of bins on and off site are accurately completed. - Ensure that scheduling requests are considered and deliveries are made to meet their requirements whilst maintaining compliance with NZTA legislation
- Pre-trip check sheets are signed off prior to driver paperwork being issued
- Ensure drivers’ manifest/ DG paperwork is correct
- Liaise with drivers on all changes made to original schedules and ensure they
understand the distribution runs - Monitor driver’s time using E-Road to facilitate after hours’ deliveries.
- Produce run delivery schedule daily together with each run’s shipping documents
Debt Collection Officer
Dunn & Bradstreet
CBD, AUK
12.2014 - 09.2015
- Handling inbound and outbound calls regarding debt collection.
- Handling benchmark.
- Sound decision-making experience.
- Negotiating and bringing some money on every call.
- Worked independently.
- Maintaining ACCC and the Privacy Act regulations.
- Used the analytical skills for the recovery of the debt.
- Handling tough debtor and maintain calm in stress full situation.
- Maintaining the Privacy and dealing accordingly with the ATPs and UTPs
- Updating the details and information
- Excel at KPIs & negotiation.
- ( worked with appreciation from managers several times )
Park Watch Operator
Wilson Parking
CBD, Auckland
01.2015 - 06.2015
- Handling inbound and outbound calls regarding customer queries.
- Provide camera footage to Police and insurance company in security process if required.
- Solved Customer based technical problem in terms of Automatic Payment Machine, Park Mate App for android and IOS.
- Monitored activities at beaches and parking lots, enforced park rules, maintained physically safe environment and delivered basic first aid as needed.
- Supported customer needs by providing information and answering questions concerning facility, promotions, events and organizational rules and policies.
Collection Officer
Debitsuccess
Northshore , Auckland
12.2013 - 09.2014
- Handling inbound and out-bound calls regarding outstanding money.
- Charging off the accounts to Debt collection when required.
- Experience in decision-making.
- Negotiating with customers.
- Worked independently.
- Maintaining ACCC and the Privacy Act regulations.
- Setting up Direct Debits.
- Handled customers both from Australia and New Zealand.
- Updating the details and information
- Excel at KPIs.
Cage Cashier / Finance
Skycity
CBD, Auckland
01.2009 - 05.2013
- Counted and verified cash amounts at shift start and balanced funds prior to shift end or close.
- Reconciled daily summaries of transactions to balance books.
- Maintained confidentiality of customers' transactions.
- Reported company funds to record department revenues.
- Delivered best customer service on time.
- Dealing with foreign currency and casino chips.
Education
FSRA Tier 2
Fusion Business Collage
04.2023
Mental Health Counselling
AUT
Northshore01.2015
Bachelor in Nursing
AUT
Northshore01.2013
Hospitality Management
NZMA
CBD01.2009
Skills
- Technologically savvy
- Good Team building attitude
- Empathy and sensitivity
- Organizational Skills
- Good communication skills
- Detail oriented
- Fast learner and self managed
- Creativity and ingenuity
- Strong desire to serve the community
- Effective at multi-tasking
- Credit History Review
- Financial History Analysis
Accomplishments
Accomplishments
- · ACHIEVED DISTINCTION IN DIPLOMA IN MENTAL HEALTH SCIENCE AT AUT.
- · NATIONAL DIPLOMA IN HOSPITALITY MANAGEMENT (LEVEL 5)
- PASS WITH DISTINCTION.
- · GENERAL MANAGER CERTIFICATION FROM AUCKLAND DISTRICT COUNCIL.
- · AWARDED AS EMPLOYEE OF THE MONTH AT SKYCITY IN THE YEAR 2013.
- · APPRECIATION LETTER FROM STAMFORD PLAZA AUCKLAND
- FROM GENERAL MANAGER.
- · APPRECIATION LETTER FROM DUXTON HOTEL AUCKLAND
- FROM GENERAL MANAGER.
- · CASINO OPERATIVE LICENCE AND LICENCE NO. 2054628.
- · CLASS REPRESENTATIVE IN COLLAGE (28TH JULY 2008 –OCTOBER 2008).
Timeline
Payment Assist
Red Energy
09.2023 - 03.2024
Lending Specialist
Bank Australia
02.2023 - 09.2023
CSR
Probe Group(Multinet Gas )
06.2022 - Current
CSR / Despatcher
BOC ( British Oxygen Gas)
12.2016 - 01.2019
Despatcher
Green Gorilla
06.2015 - 12.2016
Park Watch Operator
Wilson Parking
01.2015 - 06.2015
Debt Collection Officer
Dunn & Bradstreet
12.2014 - 09.2015
Collection Officer
Debitsuccess
12.2013 - 09.2014
Cage Cashier / Finance
Skycity
01.2009 - 05.2013
FSRA Tier 2
Fusion Business Collage
Mental Health Counselling
AUT
Bachelor in Nursing
AUT
Hospitality Management
NZMA
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