Sajitha Priya Mahadevan Pillai
Mulgrave,Victoria
Summary
Looking for a position in a company that needs and values quality front-end customer support service and can benefit from my positive interaction skills and technical abilities which will ultimately improve customer satisfaction.
Polished, professional customer service rep offering: 8+ Years of experience providing customer support over Phone/Email and face to face within Banking and Finance, Telecommunications, Hospitality and Retail sectors. Very good Team player and have a lot of respect for all the customers. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Currently Hold Australian Citizenship. Proficient in MS Word, MS Excel, Outlook. Good interpersonal skills, commitment, result oriented, hardworking with a quest and zeal to learn new technologies and undertake challenging tasks. Ability to analyse and interpret test data to verify system performance.
Overview
9
9
years of professional experience
Work History
Member Service Consultant
Aware Super
10.2023 - Current
- Communicate via phone and email platforms to answer their queries, troubleshoot their issues and scheduling an appointment
- Helping members with their enquiries regarding their superannuation, investments and insurance
- Updating account information
- Explaining the products and services offered by aware super to the members
- Identifying client concerns and queries
- Resolving the complaints and issues of the members by liaising with with other departments
Customer Success Administrator
MYOB
11.2021 - 02.2023
- Responsible for Cancelling subscriptions for Partners and Clients
- Also Deal with Customer Success Managers, Sales Specialists and other teams including Support Partners and Clients with their pricing enquiries
- Responsible for generating activation codes for the practice solution products like Myob Accountants Office and Accountants Enterprise
- Working closely with Customer Success Managers(stakeholders) and Sales Specialists to Cancel and Activate Subscriptions
- Help with AO/AE activation codes when License reduction is being done also with help with some billing and pricing enquiries
- Help Partners with their Billing and invoice queries through emailing them directly if necessary
- Work with Salesforce, Archie and other tools like Bulk cancellation tools to process bulk cancellations of clients and partners files
- Replying to Partners and Clients emails enquiries on time so they are kept up to date about their Subscriptions, Pricing etc
- Help with training newcomers by Updating the new process on our Confluence page
Partner Support Representative
MYOB
04.2018 - 11.2021
- Company Overview: Myob is the Australia's leading accounting software developers
- Responsible for handling all the customer enquiries about software includes billing, invoicing and payroll queries
- Provide complete technical support regarding the software
- Strong ability to multi task, prioritise and manage time effectively
- Strong phone contact handling skills and active listening
- Myob is the Australia's leading accounting software developers
- Involved in inbound phone support for partners
- Provide Email support as well in some instance if necessary
- Work with Partners managers and Partner success team to provide both technical and billing support to partners in a more efficient way
- Worked with Sales Operations colleagues to divert customer queries relating to potential leads or cross/upsell-opportunities
- Proactively provide solutions to partner and client queries and problems, applying expertise of products, services and the customer’s account history to maximum customer satisfaction
- Effectively manage large volume of incoming calls and identify and assess customers needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right method and tools
- Keep proper record of customer accounts and file documents and also follow communication procedures, guidelines and policies
- Advise customers of service enhancements, forthcoming new product information and special promotions both ongoing and as part of specific targeted campaigns to ensure the customer is fully informed at all times
- Manage and take ownership of the resolution process for all customer related issues
- Also possess experience in invoicing and payroll handling
Partner Success Representative(Secondment)
MYOB
04.2019 - 06.2019
- Responsible for achieving Clients & Partners revenue targets by working closely with Partner and Client Managers to drive take-up, referral and sales of MYOB’s solutions amongst targeted partners and their clients with a focus on technical understanding as well as education
- Working closely with Partner Managers to achieved desired referral and sales outcomes
- To maximise Partner and Client Manager client facing time and alleviate admin and business complications that may reduce overall sales productivity
- Proactive relationship management of identified accounts for a determined period
- Improving client satisfaction by identifying areas of dissatisfaction, including feeding any technical challenges or issues to Product Management
Client Support Representative
MYOB
06.2016 - 04.2018
- Company Overview: Myob is the Australia’s leading accounting software developers
- Responsible for handling all the customer enquiries about software includes billing, invoicing and payroll queries
- Provide complete technical support regarding the software
- Strong ability to multi task, prioritise and manage time effectively
- Strong phone contact handling skills and active listening
- Myob is the Australia’s leading accounting software developers
- Involved in Tier2 inbound phone support
- Provide Email support as well in some instance if necessary
- Worked with Sales Operations colleagues to divert customer queries relating to potential leads or cross/upsell-opportunities
- Proactively provide solutions to customer queries and problems, applying expertise of products, services and the customer’s account history to maximum customer satisfaction
- Effectively manage large volume of incoming calls and identify and assess customers needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right method and tools
- Keep proper record of customer accounts and file documents and also follow communication procedures, guidelines and policies
- Advise customers of service enhancements, forthcoming new product information and special promotions both ongoing and as part of specific targeted campaigns to ensure the customer is fully informed at all times
- Manage and take ownership of the resolution process for all customer related issues
- Also possess experience in invoicing and payroll handling
Education
Bachelor of Engineering (B.E) - Computer Science
Anna University
Chennai01.2006
Skills
- Team player
- Customer service commitment
- Relationship building
- Problem solving
- Technical proficiency in MS Word, MS Excel, Outlook
- Interpersonal skills
- Analytical skills
- Hold RG146 certification
Timeline
Member Service Consultant
Aware Super
10.2023 - Current
Customer Success Administrator
MYOB
11.2021 - 02.2023
Partner Success Representative(Secondment)
MYOB
04.2019 - 06.2019
Partner Support Representative
MYOB
04.2018 - 11.2021
Client Support Representative
MYOB
06.2016 - 04.2018
Bachelor of Engineering (B.E) - Computer Science
Anna University
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