Summary
Overview
Work History
Education
Skills
Certification
Key Achievements
Timeline
Generic

Ripsi Saggar

Business Banking Contact Centre Associate
Beckenham

Summary

Dedicated Bank Associate with an extensive experience of collaborating with clients, promptly identifying their needs and recommending products and services to help them achieve their goals. Strong communicator focused on delivering exceptional customer service. Seeking an opportunity to contribute to a bank's mission to deliver outstanding customer care and support.



Overview

5
5
years of professional experience
2
2
Certifications

Work History

Business Banking Contact Centre Associate

Commonwealth Bank
07.2023 - Current
  • Maintain strong product knowledge to provide accurate information when assisting customers with their inquiries or concerns.
  • Establishing strong relationships with key stakeholders, facilitates effective communication across departments and teams.
  • Conducting numerous outbound calls to assist customers with the Bankwest transition to CBA, contributing towards the successful completion of a Sunflower project.
  • Participate in ongoing training initiatives, staying up-to-date with new policies and best practices for contact centers.
  • Provide exceptional customer service, resulting in positive feedback from clients and leaders alike.
  • Contribute to departmental goals by consistently achieving personal targets for both quality and quantity metrics.
  • Exceed customer expectations by going above and beyond in providing exceptional service, leading to recognition from both supervisors and peers.
  • Demonstrate excellent problem-solving skills by analyzing customer needs and providing tailored solutions accordingly.
  • As a liaison between customers and various departments, facilitating communication to resolve complex issues effectively.
  • Adapt communication styles based on individual client preferences, ensuring a personalized experience for each interaction.
  • Respond to inbound customer calls and emails to answer questions about products and services.
  • Follow up with customers about resolved issues to maintain high standards of customer service.
  • Follow-through on all critical inter- departmental escalations to increase customer retention rates.
  • Responded proactively and positively to rapid change.

Assistant Manager (on Casual)

Papa Dons
10.2019 - Current
  • Reconcile daily sales transactions to balance and log day-to-day revenue.
  • Process payments for credit and debit cards and return proper change for cash transactions.
  • Monitor daily cash discrepancies, inventory shrinkage, and drive-offs.
  • Manage opening and closing procedures and recommend changes to enhance the efficiency of daily activities.
  • Train and guide team members to maintain high productivity and performance metrics.
  • Supervise and evaluate staff to help improve skills, achieve daily objectives, and attain advancement
  • Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
  • Analyze customer feedback and implement strategies to improve customer experience.

Education

Master of Professional Accounting - Accounting

Southern Cross Univeristy
Perth, WA
04.2001 -

Bachelor's of Commerce - Accounting And Business Management

Panjab Univeristy
Ludhiana, India
04.2001 -

Skills

  • Decision-Making
  • Fast Learner
  • Positive Customer Engagement
  • Strong attention to detail
  • Critical thinking and analysis
  • Proficient in using MS office, spreadsheets, databases and maintaining records
  • Follow-up skills
  • Email Etiquette
  • Goal-Oriented
  • Building rapport
  • Problem-solving skills
  • Team building

Certification

Xero software

Key Achievements


  • Contributed more than 50% to our team's retention success rate - transitioning Bankwest small business customers to Commonwealth Bank as a part of the Sunflower Project.
  • Completed a DocuSign request for a transfer of more than $2 million in funds under the Sunflower Project from Bankwest to Commonwealth Bank.
  • YTD 72% of Bankwest customers are transitioned to CBA under the Farm Management Project. The target is to achieve an 80% transition to CBA by December 2024.
  • Awarded as a legend in April 2024 for winning small business customers under the Sunflower Project.


Timeline

Business Banking Contact Centre Associate

Commonwealth Bank
07.2023 - Current

Assistant Manager (on Casual)

Papa Dons
10.2019 - Current

Master of Professional Accounting - Accounting

Southern Cross Univeristy
04.2001 -

Bachelor's of Commerce - Accounting And Business Management

Panjab Univeristy
04.2001 -

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Ripsi SaggarBusiness Banking Contact Centre Associate