Prini Desai
Girraween,NSW
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Operations Supervisor
Toll Couriers Pty Ltd
Rosehill, NSW
04.2021 - Current
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Performed business analysis and provided guidance on best practices and various approaches.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Transformed strategy into standard practice with measurable KPIs.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Involved in the UAT testing for the new sales force system.
- Developed Dashboard for the employee.
Customer Operations Specialist
Toll Couriers Pty Ltd
Rosehill, NSW
04.2019 - 04.2021
- Worked as the Scheduler in the Projects team of FujiFilm. Handled major Projects for the deliveries for the clients like DEC , St. Vincents Etc.
- Coordinated with the Stock allocation team to confirm the stock for the projects.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Cooperate Executive
Couriers Please Pty Ltd
Rosehill, NSW
11.2018 - 04.2019
- Handling internal major accounts shipment queries via email (200 emails per day)
- Booking shipment pickups
- Scheduling deliveries and pickups
- Coordinating with the driver’s to get the ETA for delivery or pickups
- Coordinating with the interstate team in respective to shipment deliveries and pickups
- Coordinating with the Fleet for the driver’s ETA
- Coordinating with the 3rd party agent for the shipment deliveries (email / Phone)
- Forwarding paperwork for the shipment to Insurance in case of the lost goods
- Coordinating with Accounts in respect to the HOLD accounts for the clients
- Completing Paperwork for Fleet if any Driver’s deduction for the shipment
- Generating the daily report for the status of account holders shipments.
Customer Service Representative
Couriers Please Pty Ltd
11.2017 - 11.2018
- Taking Calls about tracking couriers, general enquiries (100 or more more per day)
- Coordinating with Fleet for the timely deliveries of the goods
- Diverting escalations to the respective managers when needed
- Coordinating with couriers for the ETA of the delivery for the customers
- Booking pickups for the existing couriers please customers
- Making notes of the calls taken in the system (EDI system)
- Guiding customers about the goods deliveries ETA’s
- Forwarding new sales enquiries to the respective sales team
- Forwarding invoice related enquiries to the respective states accounts
- Giving the quotation to the customer by using the website and also making them understand how to use the system for booking their shipment
- Giving required information for the shipment paperwork needed for sending the goods through Couriers please
- Giving customer the accurate status of their shipment by making them go through the tracking system
- Forwarding changes to the des patch for the client in terms of their business
- Emailing appropriate depots to have the goods sent out if held in depot.
Customer Service and Admin
DTDC Australia PTY LTD
04.2015 - 11.2017
- Core Responsibilities
- Taking Calls about enquiry about the parcel
- Giving details about customer parcels (20 calls per day)
- Calling customer to inform about their parcel present details
- Booking parcel collection for the customer using different agent’s websites
- Coordinating with different team members about the their respective clients booking
- Taking inbound sales calls
- Giving customer direction for booking using website
- Giving customers about of the pricing of the parcels to different countries
- Doing paperwork for the customers for the exports for the shipment
- Communicating with the different country DTDC Team Like UK , India etc
- Putting details in the internal Database System
- Communicating with customer using Phone, Emails.
Customer Service Representative
Geodesic Ltd
11.2012 - 01.2014
- Inbound Calls and assistance to the customers
- Key Point of contact for internal processes with management and other stakeholders, assist with out of stock issues to be addressed with manufacturing and purchasing departments
- Data Entry of the customers enquires and job requirements
- Handled outbound sales calls, provide summary tracking and reports
- Provided Customer service and sales support for new and existing products
- Initial Point of contact for sales, inquires, manages and updates customer leads register
- If required taken the personal ownership and made sure that all the enquiries are recorded perfectly
- Following up with customers regarding their payments and service due
- Have experience and patience dealing with diverse customer’s
- Trained Junior Employees with the new products specification and working
- Handled Customer enquires regarding the products operation
- Easily adapted with the new technology used to update the enquiries of customer
- Access electronic and paper handbook to look up product information and availability
- Experience providing high level customer service and a passion for helping others
- Provide support to managers and sales staff required
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Communicated to the concern Product Team about feedback of customer
- Work Unsupervised in high volume environment
- Act as liaison between customers and members of other departments.
Education
Diploma - Computer Science
Skills
- Customer Relationship Management
- Customer Needs Assessments
- Operational Planning
- Documentation Creation
- Customer Satisfaction
- Workflow Schedules
- Team Goals
- Manage Operations
- Team Meetings
- Customer Queries
Accomplishments
- Supervised team of 13 staff members.
- Achieved Monthly Award from TGE for Accountability.
- Received Various Awards from Client FujiFilms.
Timeline
Customer Operations Supervisor
Toll Couriers Pty Ltd
04.2021 - Current
Customer Operations Specialist
Toll Couriers Pty Ltd
04.2019 - 04.2021
Cooperate Executive
Couriers Please Pty Ltd
11.2018 - 04.2019
Customer Service Representative
Couriers Please Pty Ltd
11.2017 - 11.2018
Customer Service and Admin
DTDC Australia PTY LTD
04.2015 - 11.2017
Customer Service Representative
Geodesic Ltd
11.2012 - 01.2014