PREETI SHARMA
Bundoora,VIC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivated Customer Service Officer dedicated to delivering best-in-class customer service. Manages customer calls, emails and face-to-face inquiries to research issues and implement successful solutions. Open and upbeat communicator with team-oriented approach.
Overview
11
11
years of professional experience
Work History
Customer Service Team Leader
Plastral
Melbourne
11.2022 - Current
- Spearheaded successful quality control initiatives and implemented innovative strategies to enhance employee performance
- Motivated teams by recognizing and rewarding excellence.
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
- Identified areas for improvement within existing processes regarding customer services operations.
- Cash Handling
Customer Service Team Leader
Fletcher Building, Laminex
Melbourne, Victoria
11.2020 - 11.2022
- Started as a customer service agent and quickly transitioned to the email team
- Audited calls periodically to ensure adherence to company standards by all agents.
- Coordinated training sessions for new customer service personnel.
- Assisted in developing policies and procedures related to customer services operations.
- Developed and maintained effective working relationships with customers, vendors, and other stakeholders.
Uber Specialist I
Uber
Melbourne
02.2019 - 05.2020
- Provided efficient and courteous customer service, setting a positive example for the team
- Participated in ongoing training and compliance activities.
- Exercised versatility in fast-paced, agile work environments.
- Face to face customer interactions; call handling; email correspondence.
- Leveraged specialized knowledge to act as subject matter expert within organization.
- Encouraged teamwork through strong communication and interpersonal skills.
Technical Support Advisor- Tier 2
Apple
Melbourne
04.2016 - 01.2019
- Guided users through troubleshooting using diagnostic tools and procedures
- Created knowledge base articles for commonly encountered issues and solutions.
- Provided support to customers via telephone, email and online chat.
- Configured and maintained network equipment such as routers, switches, firewalls.
- Monitored server performance and troubleshot any errors or issues that arose.
Escalation Officer
Aegis
India
12.2012 - 09.2015
- Demonstrated authority through in-depth knowledge of protocols and regulations
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Implemented strategies to take advantage of new opportunities.
- Determined consumer needs to provide products and services appealing to larger market.
- Oversaw quality control to identify inconsistencies and malfunctions.
Education
MBA -
Banasthali University
03.2009
Bachelors -
Banasthali University
03.2007
Skills
- Employee Management
- Team Supervision
- Training and Development
- Quality Improvement
- Client Service
- Cash Handling
- Complaint Resolution
- Process Improvement
- Operations Management
- Goal-Oriented
- Complex Problem-Solving
- Employee Motivation
- Financial Management
References
Available upon request
Languages
English
Professional
Hindi
Native/ Bilingual
Punjabi
Professional
Timeline
Customer Service Team Leader
Plastral
11.2022 - Current
Customer Service Team Leader
Fletcher Building, Laminex
11.2020 - 11.2022
Uber Specialist I
Uber
02.2019 - 05.2020
Technical Support Advisor- Tier 2
Apple
04.2016 - 01.2019
Escalation Officer
Aegis
12.2012 - 09.2015
MBA -
Banasthali University
Bachelors -
Banasthali University
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