Sahil Rao
Blacktown
Summary
I am a self-motivated and high achieving individual, who endeavours to gain new experiences and knowledge in the workplace. I have proven myself as a highly capable, flexible and reliable member of a team who takes ownership of my outcomes and decisions. In my current role, I ensure customer satisfaction is at the center of my actions. In my previous experience as a team leader, I managed a small team and focused on achieving business outcomes such as customer satisfaction, key performance indicators, quality and efficiency. I met these outcomes by developing a successful team environment through effective communication and people management. I believe I can apply all these dynamic skills to the role and assist in the growth and success of the company.
Overview
17
17
years of professional experience
Work History
Customer Service Officer (Retail)
My Muscle Chef
Yenorra
11.2021 - Current
- Answer customer queries by phone and email about the company, products or services
- Provide a tailored service through effective communication and accurate advice
- Manage and build relationships with large retailers to ensure their satisfaction
- Assist other team members to build and develop their knowledge and skills
- Resolve customer complaints and escalate to senior management when necessary
- Proficiency in processing large retail customer orders
- Correctly process large retail customer payments and allocate them to the correct accounts
- Manage and monitor customer accounts to ensure accuracy of large retail orders
- Handle credits, order issues and address billing concerns of large retailers
- Record notes on customer files for accurate record keeping and efficient communication
- Meet quality and other key performance indicators to ensure customer satisfaction of our large retail customers
- Collect and analyse retail customer feedback for constructive criticism
- Implement improvements to processes and develop solutions where necessary
- Work proactively with other areas of the business such as logistics to ensure customer outcomes
Customer Service Officer (Online)
My Muscle Chef
Yenorra
03.2020 - 11.2021
- Answer customer queries by phone and email about the company, products or services
- Resolve customer complaints and escalate to senior management when necessary
- Direct customers to the right department or supervisor
- Proficiency in managing and processing customer orders
- Correctly process customer payments and allocate them to the correct accounts
- Provide improvements on processes and develop solutions to meet customers' needs
- Manage and monitor customer accounts to ensure accuracy of orders
- Record notes on customer files for accurate record keeping
- Upsell products to assist in meeting sales targets and to promote new company products
- Meet quality and other key performance indicators
- Collect and analyse customer feedback to implement improvements
Customer Service Manager
Insight Fundraising
Surry Hills
08.2018 - 01.2020
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Assigned work and monitored performance of project personnel.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Delegated work to staff, setting priorities and goals.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Monitored phone calls to provide feedback and coaching.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Manager
Urban Shisha
10.2016 - 05.2018
- Manage a small team of casual staff members
- Accurately balance cash drawers and electronic transactions
- Correctly assemble and package orders
- Meet customer satisfaction requirements on products and services
- Responsible for handling and solving customer complaints
- Complete inventory checks and forecast demand for stock availability
- Oversee the receipt and filing of invoices from vendors and customers
- Accurate processing sales through electronic systems
- Manage client relationships for new business opportunities
- Manage rosters, timesheets, leave requests and staff resources to meet business needs
- Communicate and enforce policies and procedures to new and existing team members
- Monitor and provide feedback to staff through performance reviews and on an adhoc basis
- Coach and mentor staff to provide guidance and improve performance
- Train new team members and continuously develop existing team members
Supervisor
BMCP Café - Parramatta
06.2015 - 10.2016
- Meet customer satisfaction requirements on products and services
- Accurately balance cash drawers and electronic transactions
- Correctly assemble and package orders
- Responsible for handling and solving customer complaints
- Manage rosters, timesheets, leave requests and staff resources to meet business needs
- Monitor and provide feedback to staff through performance reviews and on an adhoc basis
- Coach and mentor staff to provide guidance and improve performance
- Train new team members and continuously develop existing team members
- Proactively work in a flexible team environment
Sales Assistant
TSG Merrylands
02.2014 - 06.2015
- Meet customer satisfaction requirements on products and services
- Accurately balance cash drawers and electronic transactions
- Correctly assemble and package orders
- Responsible for handling and solving customer complaints
- Complete inventory checks and forecast demand for stock availability
- Oversee the receipt and filing of invoices from vendors and customers
- Manage client relationships for new business opportunities
Membership Officer and Sales Promoter
Crunch Fitness - Parramatta
12.2012 - 02.2014
- Meet customer satisfaction requirements on products and services
- Proactively work in a high energy team environment
- Upsell products and meet daily performance indicators to assist in meeting sales targets
- Meet quality and other key performance indicators
- Use of proficient computer skills and ability to learn new systems or programs quickly
- Correctly process customer payments and create customer accounts
Sales Assistant
Chemist Warehouse - Parramatta
11.2011 - 12.2012
- Meet customer satisfaction requirements on products and services
- Accurately handle cash drawers and process electronic transactions
- Correctly assemble and package orders
- Resolve customer complaints and escalate to senior management when necessary
- Complete inventory checks and forecast demand for stock availability
- Process the receipt and filing of invoices from vendors and customers
- Proactively work in a robust team environment
Crew Member
Hungry Jacks - Parramatta
07.2008 - 10.2011
- Meet customer satisfaction requirements on products and services
- Accurately handle cash drawers and process electronic transactions
- Correctly assemble and package orders
- Resolve customer complaints and escalate to senior management when necessary
- Proactively work in a fast-paced team environment
- Upsell products and meet daily performance indicators to meet time processing targets
Education
Bachelor of Commerce - Professional Accounting
Macquarie University
01.2013
Diploma of Accounting -
Australian Careers Business College
01.2012
High school certificate -
Merrylands High School
01.2011
Skills
- Customer service
- Inventory management
- Order processing
- Relationship management
- Staff training
- Team leadership
- Conflict resolution
- Customer feedback analysis
- Process improvement
- Data entry
- Performance monitoring
- Time management
- Communication skills
- Customer relations
- Written communication
- Problem-solving
- Great Telephone Etiquette
- Excellent communication
- Relationship building
- Attention to detail
References
- Beth Pidding - My Muscle Chef (Customer Service Manager) 0405 951 707
- Gabriel Mrad - Urban Shisha (Owner) -0456 111 999
Timeline
Customer Service Officer (Retail)
My Muscle Chef
11.2021 - Current
Customer Service Officer (Online)
My Muscle Chef
03.2020 - 11.2021
Customer Service Manager
Insight Fundraising
08.2018 - 01.2020
Manager
Urban Shisha
10.2016 - 05.2018
Supervisor
BMCP Café - Parramatta
06.2015 - 10.2016
Sales Assistant
TSG Merrylands
02.2014 - 06.2015
Membership Officer and Sales Promoter
Crunch Fitness - Parramatta
12.2012 - 02.2014
Sales Assistant
Chemist Warehouse - Parramatta
11.2011 - 12.2012
Crew Member
Hungry Jacks - Parramatta
07.2008 - 10.2011
Bachelor of Commerce - Professional Accounting
Macquarie University
Diploma of Accounting -
Australian Careers Business College
High school certificate -
Merrylands High School
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