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
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
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
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
Diploma - Computer Science
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