RAHUL SAINI
Tarneit,VIC
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
12
12
years of professional experience
Work History
Assistant Customer Service Manager
Woolworths Supermarket
04.2022 - 03.2024
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
- Created customer support strategies to increase customer retention.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
Customer Service Supervisor
Woolworths Group
05.2018 - 04.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
Customer Service Assistant
Woolworths Group Newzealand
05.2012 - 05.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
Education
Certificate II in Individual Support - Aging And Disability
Australian Community And Management College
02-2025
Diploma In Business And Administration - Business Administration And Management
Tasman International Academics
03.2014
Diploma In Business And Information System - Information Technology
Lifeway College
03.2013
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Documentation And Reporting
- Records Maintenance
- Database Research
- Account Management
- CRM Software
- Employee Development
- Account Investigation
- Order Management
- Delivery Tracking
- Logistics Coordination
- Problem-solving abilities
- Customer Service
- Administrative Support
- Product Knowledge
- Follow-up skills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Report Preparation
- Call Management
- Product Promotion
- Stock management
- Team Development
- Product and service solutions
- Order Processing
- Brand representation
- Office equipment proficiency
- Product Education
- Store maintenance
- Strategic sales knowledge
- Document Control
- Customer relations
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Assistant Customer Service Manager
Woolworths Supermarket
04.2022 - 03.2024
Customer Service Supervisor
Woolworths Group
05.2018 - 04.2022
Customer Service Assistant
Woolworths Group Newzealand
05.2012 - 05.2018
Diploma In Business And Information System - Information Technology
Lifeway College
Certificate II in Individual Support - Aging And Disability
Australian Community And Management College
Diploma In Business And Administration - Business Administration And Management
Tasman International Academics
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