SANOJ PILLAI
Adelaide,SA
Summary
Knowledgeable and dedicated customer service & sales professional with extensive experience in maintaining exceptional Customer relations . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Margin Lending Consultant
Westpac Bank -BT
10.2023 - Current
- Maintained strict confidentiality of bank records and client information.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Developed strong relationships with customers through high levels of customer service.
- Collaborated with other departments to promptly process loan applications.
- Developed and maintained relationships with customers, lenders and other third parties.
Community of Expert
Optus
03.2023 - 09.2023
- Exemplary end to end sales, service and support for Optus customers at a high level
Manage customer interactions and resolve issues for Consumer, Small & Medium Business customers - Outstanding ability to build rapport quickly and provide a positive and unique memorable customer experience
- Utilisation of various systems to process customer sales orders, provide customer service support and deliver world class service on full suite of Optus products
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Director of Operations- Business Development
Institute Of Banking Studies
11.2020 - 07.2023
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Reviewed research on educational programs and delivered custom recommendations to clients, focusing on addressing individual needs.
- Strategized and implemented methods for increasing sales within territory based on specific needs of area educators.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Coordinated customer service team projects, achieving successful on-time completion.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Service Excellence Manager
Walt Disney World Company
06.2012 - 03.2020
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed senior-level personnel working in marketing and sales capacities.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Sales Associate
Vodafone Mobile Services
01.2011 - 05.2012
- Promoted available products and services to customers during service, account management, and order calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Established and fostered strong brand relationships through application of excellent interpersonal skills.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Educated customers on company systems, form completion, and access to services.
- Boosted customer service satisfaction ratings through consistent quality control.
Sales Executive
Times Orf India
02.2009 - 12.2011
- Sold newspaper subscription Door to Door
- Established and maintained positive relationships with vendors to determine product availability and quality.
- Utilized internal lead referral tools to solicit new business opportunities.
- Recommended complementary purchases to customers, increasing revenue.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Education
No Degree -
Court Of Master Sommelier
03.2015
Bachelor of Science - Hotel, Motel, And Tourism Management
Mumbai University
Mumbai06.2009
No Degree - Customer Service Management
Call Center Training
Mumbai02.2008
Skills
- Sales expertise
- Operations management
- Business administration
- Technical Support
- Complaint resolution
- Customer relations specialist
- Cost reduction and containment
- Call center operations
- Customer Relationship Management
- Verbal and written communication
- Sales management
- Up-selling
Timeline
Margin Lending Consultant
Westpac Bank -BT
10.2023 - Current
Community of Expert
Optus
03.2023 - 09.2023
Director of Operations- Business Development
Institute Of Banking Studies
11.2020 - 07.2023
Service Excellence Manager
Walt Disney World Company
06.2012 - 03.2020
Sales Associate
Vodafone Mobile Services
01.2011 - 05.2012
Sales Executive
Times Orf India
02.2009 - 12.2011
No Degree -
Court Of Master Sommelier
Bachelor of Science - Hotel, Motel, And Tourism Management
Mumbai University
No Degree - Customer Service Management
Call Center Training
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