Raji Sampath

Joined as Customer Journey Coordinator - Stations (CJC-S) in November 2018, seconded to CJC-Trains from March 2019 onwards. Trained to perform ISC (CIDP) and SC (NCDP) roles within the OCC since February 2022.

• Help points
• CCTV
• Emergency services
• Information dissemination
• security
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Cross-trained and provided backup support for organizational leadership.
• Devised workaround solutions for [Type]-related issues.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

· Manage and deliver exceptional day-to-day signature customer service. Identify customer needs proactively and provide suitable tailor-made solutions.

· Oversee and maintain station and station assets, cleanliness, presentation and operating standards based on Service Level Agreements.

· Drive MTS's First Incident Response protocol efficiently from the site of the incident, whilst putting safety and customer service foremost.

· Recover trains in degraded mode under the supervision of the Network Control Centre.

· Proactively ensure KPIs are met and contribute to continuous improvement strategies and planning.

· Conduct regular safety checks and identify safety hazards, control and report them accordingly.

· Ensure confidentiality of personal information through appropriate storage and security while handling customer information and preparing reports.

· Manage handling and returning of lost properties on the network.

· Participated in Phase 1 and Phase 2 of Testing & Commissioning; KE testing of SMTF-North Roads 24 to 35 & Car-Car Clearance Testing on Roads 31 to 35.

· Participated in Emergency Services Familiarisation of NWRL stations for PTC, PAC, TMC and FRNSW.

· Participated in Emergency Services Drill on 1st of March, 2019 as the CJC-T on board demonstrating Fire on Train scenario and detrainment using the EDD.

• Maintained client relationships for TOLL Corporate accounts
• Assisted new clients in using their internal TOLL portal for bookings, preparing consignments and account management
• Assessed customer needs, understood requirements and assisted them in timely manner
• Coordinated and liaised with various teams internally, followed-up on client's enquiries and investigated issues
• Monitored, followed-up and escalated cases to meet customer response commitments
• Exclusively managed the successful dispatch of over five thousand consignments country-wide for one of the largest telecom companies in the country for their product launch at stores.

• Provided timely, accurate and high-quality customer service consistent with company's service standards and business requirements
• Increased efficiency and team productivity by promoting operational best practices
• Delivered great customer experiences by resolving customer's billing & other account related enquiries
• Met required standards of quality, KPIs and NPS and adhered to schedule to achieve required KPIs
• Improved overall efficiency by 15% anticipating needs and providing outstanding support.

• Assisted customers (walk-in, telephonic and via email) with their travel related enquiries in a high-volume environment
• Directed and educated customers to use digital solutions for self-serve and provided hands-on assistance in completing their applications within the CRM system
• Handled telephone enquiries pertaining to digital solutions, identified and recommended the appropriate service for applicants
• Ensured customer feedback is captured and acted on areas of improvement to maintain customer satisfaction at the highest level
• Coordinated the launch of self-help digital service for customer needs.

• Maintained DNA Bank at Kids Research Institute in The Children's Hospital
• Updated DNA database, files and standard operational procedures on an everyday basis
• Created and updated record of all supplies and equipment to monitor inventory
• Followed safety procedures when handling and disposing of hazardous chemicals
• Maintained current knowledge of developments in technical instrumentation
• Safely prepared reagents, compounds and lab test solutions.

• Welcomed visitors, enquired about their purpose of visit and redirected them to the right department
• Described product and service details to customers to provide information on benefits and advantages
• Prepared daily reports and proofread all applications to maintain 100% accuracy
• Provided assistance to Corporate Business support teams to resolve queries about work permits and visa.