Ripu Daman

• Managing customer complaints in timely manner to provide suitable or mutually agreed resolution to customers.
• This enables my ability to prioritise and multi-tasking.
• Managing all internal and external key stakeholders to provide timely outcome to customers.
• Complete understanding of core systems and processes to manage customer’s concerns and questions.
• Extraordinary time management and prioritisation skills to handle and manage customer’s urgent enquiries.
• Provisioning and validating existing or new orders to get customer services connected.
• Managing urgent escalations on daily basis for customers.
• Monitoring NBN orders to make sure that customer’s business services can be connected on time.
• Providing regular feedback to the higher management through daily team meeting to improve processes.
• Providing feedback for any delays in system issues or internal stakeholder’s response.
• Assisting Team Leader to improve the Connect IP and SIP Connect service process.
• Conducting team meeting for day-to-day operations and providing feedback to implement the sales.
• Providing customer feedback to external and internal stakeholders to ensure customer satisfaction.
• Always keen to learn new processes and system skills to help customers.
• Building strong customer relationship and rapport to promote Telstra brand.
• Provided exceptional service by listening attentively to customer concerns and offering tailored solutions.
• Contributed to sales growth by identifying upselling opportunities while solving customers'' issues.

Achievements

• I have received Brilliance Award for May2021.
• Recognised for customer excellence with several commendations.
• Achieved and exceeded monthly targets and KPI’s.
• Consistent team player to improve individual or team goals.

• I possess versatile experience in both inbound and outbound environments and extensive product knowledge in fixed, mobile, and broadband products.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Liaison with marketing team to introduce new and improved products, pricing changes based on the customer feedback collected through market research.
• Articulation and formulation of monthly and bi-monthly customer feedback reports for marketing team for product development.
• Proactively contributing to team and individual meetings to improve my and team performance to create best customer experience
• Practice excels spreadsheet business solution model which provides customer with realistic cost measure to compare with their budgeting requirements
• Meeting and exceeding the key target measures such as Adherence, Net Promoter Score & Revenue
• Accurate and timely resolutions to customer queries regarding their accounts.

Achievements

• I have won number of sprints in the centre for exceeding the targets
• I was awarded for an exemplary member of the team for customer service
• Operational Excellence and Strong Sales results
• Consistent team member for customer solutions