Priyanka Baina
Parramatta,NSW
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviour's, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Officer
LINK GROUP
03.2023 - 10.2023
- Helped large volume of members every day with positive attitude and focused on member satisfaction.
- Assisted call-in member's with questions and orders.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered an outstanding member experience by providing excellent customer service and engaging with members via inbound and outbound calls
- Addressed member complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Described product and service details to members to provide information on benefits and advantages.
- Added value to members' lives through empathy, compassion, and active listening to address their concerns
- Provide members with information regarding their superannuation products, services, and transactions
- Anticipated member needs and take ownership for investigating complex queries
- Actively demonstrated and contributed to Link Group values: Client Focused, Together We Achieve, Adapt and Evolve.
- Tracked results of various promotional campaigns by gathering feedback from members and recommended areas of improvement.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Updated member service database with new information, address changes and contact details.
- Resolved issues through active listening and open-ended questioning, escalating major problems to relevant team.
- Gained Comprehensive knowledge of superannuation legislation and procedures .
- Maintained up-to-date knowledge of product and service changes.
- Assisted members, employers with their superannuation mobile app, navigations. Raised IT tickets, if necessary.
Customer Service Representative
COLES EXPRESS
08.2020 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed over 190+ customers per days
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
Customer Service Officer
JD SPORTS
04.2021 - 06.2022
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Activated accounts for clients interested in new services.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Managed high levels of call flow and responded to technical support needs.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Compiled and accurately entered data for each customer encounter to record in system.
- Maximized use of hardware and software by training users and interpreting instructions.
- Prepared references for users by writing clear operating instructions.
- Used ticketing systems to manage and process support actions and requests.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Logged support tickets and closed when issues were resolved.
- Provided customer support and technical support to 30 customers daily
Education
Master of Science - Information Technology
KINGS OWN INSTITUTE
Sydney03.2021
Bachelor of Science - Electrical, Electronics Engineering Technologies
G.NARAYANAMMA INSTITUTE OF TECHNOLOGY AND SCIENCES
Sydney05.2018
Skills
- Microsoft Windows and Office
- Defect Analysis and Resolution
- Collaborative Team Player
- Help Desk Support
- User Experience
- Organizational Skills
- Issue and Resolution Tracking
- Excellent Attention to Detail
- Friendly and Patient
Timeline
Customer Service Officer
LINK GROUP
03.2023 - 10.2023
Customer Service Officer
JD SPORTS
04.2021 - 06.2022
Customer Service Representative
COLES EXPRESS
08.2020 - 10.2023
Master of Science - Information Technology
KINGS OWN INSTITUTE
Bachelor of Science - Electrical, Electronics Engineering Technologies
G.NARAYANAMMA INSTITUTE OF TECHNOLOGY AND SCIENCES
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