Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sandhya Malla Thakuri

Dubbo,Australia

Summary

Knowledgeable [Desired Position] with strong background in enhancing customer interactions and streamlining service processes. Demonstrated success in resolving complex customer issues and improving satisfaction levels. Proven ability to leverage communication and problem-solving skills to foster positive experiences.

Overview

13
13
years of professional experience

Work History

Customer Experience Officer

Dubbo Regional Council
01.2022 - Current
  • Managing incoming calls and addressing customer queries promptly and professionally, ensuring excellent customer service and satisfaction, while also documenting customer feedback to identify trends and areas for improvement
  • Preparing and sending emails and other correspondences to internal staff and clients, facilitating effective communication and information sharing within the organisation, ensuring all communications adhere to company messaging standards
  • Handling banking activities and receipted cheques and cash payments, maintaining accurate records and ensuring compliance with financial procedures, while also assisting customers with inquiries regarding billing and payment options
  • Conducting balancing and saved reports at the end of each day, ensuring accuracy and integrity of financial records and transactions, and providing insights to management on financial performance and trends
  • Attending weekly meetings and assisting in scheduling appointments for residents with duty officers, enhancing operational efficiency and customer service delivery, maintaining an organised calendar to ensure timely appointments and follow-ups
  • Providing guidance to customers navigating through different online portals to submit their documents or access services, ensuring smooth and seamless user experience, and troubleshooting any technical issues or errors encountered
  • Accurately recording customer details and cultivating robust relationships to bolster trust and loyalty, improving customer retention and satisfaction, ensuring adherence to data protection regulations to safeguard customer privacy

Retail Team Member

Chemist Warehouse
01.2018 - 01.2022
  • Undertaking key responsibility for overseeing inventories, stock ordering, and reporting invoices, while also proactively maintaining communication with suppliers to ensure timely deliveries and resolve any supply chain issues
  • Effectively managing files and documents, organising them in chronological order to facilitate easy retrieval and reference, contributing to streamlined operations and compliance with record-keeping regulations
  • Managing cash transactions and attending to customer queries at the point of sale, providing prompt and courteous service to enhance the shopping experience and foster customer loyalty
  • Prioritising the health and safety of all team members and customers by following clear guidelines and procedures outlined in company standards, ensuring a safe and secure environment for all stakeholders
  • Expertly maintaining adequate inventory levels and effective displays of appealing merchandise, including supporting promotional and upselling activities to optimise business profitability
  • Expertly handling over 50 customer calls per day, demonstrating exceptional communication skills and product knowledge to address inquiries and concerns effectively, resulting in a 10% increase in sales through phone transactions

Café Manager

Bakers Café
01.2017 - 01.2018
  • Displaying professional expertise in providing operational direction and leadership to staff members, establishing and maintaining a culture of teamwork, achievement, accountability, and outcome focus
  • Conducting a thorough monthly reconciliation of every bank account to ensure accuracy and transparency in financial transactions, identifying and rectifying discrepancies promptly
  • Verifying excel sheets of all employees for payroll accuracy, ensuring that wages were calculated correctly and processed payroll in a timely manner to guarantee employees were compensated accurately and on time
  • Managing daily rent receipting, recording payments accurately and ensuring compliance with rental agreements and financial procedures, contributing to the smooth operation of the café's financial activities
  • Assisting in the compilation of statutory financial requirements, ensuring compliance with the relevant regulations and deadlines, and providing support in the preparation of financial reports for regulatory bodies
  • Demonstrating proficiency in Microsoft Office applications, particularly PowerPoint and Excel, using advanced features to create presentations, analyse data, and streamline administrative tasks

Graduate Intern

Agriculture Development Bank, Nepal
01.2015 - 01.2016
  • Assisting in various administrative tasks, including filing, data entry, and organising documents, contributing to the smooth operation of the office and supporting team members as needed
  • Punctually and professionally managing incoming calls to address customer queries, ensuring excellent service and satisfaction while maintaining a positive and helpful demeanour
  • Entering important data accurately into the bank's system, maintaining data integrity and confidentiality, and contributing to the accuracy of financial records and reports
  • Conducting credit checks on applicants, assessing their creditworthiness and financial history to determine eligibility for loans or other financial services, while adhering to regulatory requirements and confidentiality protocols

Assistant Accountant

Sahara Finance, Nepal
01.2012 - 01.2014
  • Performing advanced reviews of business operational trends and anticipating obligations to prepare accurate forecasts, providing valuable insights to support strategic decision-making and financial planning
  • Assisting in the preparation of month-end financial reports, ensuring timely and accurate completion to facilitate effective financial analysis and performance evaluation
  • Supporting accounts receivable and payable processes, including invoice processing, payment processing, and reconciliation of bank statements, ensuring accuracy and completeness of financial records
  • Performing regular reconciliation of balance sheet accounts to ensure alignment between accounting records and financial statements, identifying and resolving discrepancies as necessary

Education

Master of Professional Accounting - undefined

Central Queensland University
01.2018

Bachelor of Business Administration - undefined

Tribhuvan University
01.2015

Advanced Diploma of Translating -

National Accreditation Authority For Translators And Interpreters
01.2018

Income Tax Course - undefined

H&R Block
01.2022

Skills

  • Proficient within a dynamic, fast paced working environment
  • Open to change, adaptable in new and varying circumstances
  • Ability to remain calm and productive under pressure, creating confidence in the team and staff
  • Takes initiative in order to begin or complete a task without needing prompting
  • Provides regular and skillful communication to achieve an outcome
  • Flexible and open nature, ensuring all tasks required are completed in a mutually beneficial manner
  • Loyal and understanding individual with a desire to provide my employer with as much value as possible
  • A good listener who is balanced, open to opposing perspectives, able to listen and learn from others, and is open to new ideas
  • Able to maintain professionalism and confidentiality when dealing with sensitive information and business matters
  • Develops and maintains skills to accomplish job duties and support the business strategy, seeking development opportunities that promote personal growth and career development
  • A team player maintaining a professional working relationship by encouraging and building mutual trust, respect, rapport and cooperation among team members
  • Able to establish long-range objectives, and develop specific strategies and actions to achieve them successfully
  • Actively pursue continuous improvement initiatives to improve the overall performance of operations
  • Working as part of a team, sharing knowledge and working together to increase performance standard
  • Thoroughly and accurately understand issues and analyse the problem in a systemic fashion
  • A passion for high customer satisfaction through strong customer service orientation aptitude
  • Meets or exceeds defined key performance metrics, both individually and as part of high-performing team
  • Exhibits sense of urgency in meeting deadlines and delivering work to a high standard
  • Effectively responds to changing and challenging situations, proactively sought opportunities to grow and learn new skills
  • Ability to develop theoretical concepts and apply them to practical challenges
  • Delivers quality results through active contributions that drive positive reputation and bottom-line outcomes
  • Versatility to adapt and acclimatise to different environments, which enables the effective performance of new tasks with minimum direction and supervision
  • Well-developed ability to gather, analyse and interpret data and information from multiple sources to make decisions or recommendations

Timeline

Customer Experience Officer

Dubbo Regional Council
01.2022 - Current

Retail Team Member

Chemist Warehouse
01.2018 - 01.2022

Café Manager

Bakers Café
01.2017 - 01.2018

Graduate Intern

Agriculture Development Bank, Nepal
01.2015 - 01.2016

Assistant Accountant

Sahara Finance, Nepal
01.2012 - 01.2014

Master of Professional Accounting - undefined

Central Queensland University

Bachelor of Business Administration - undefined

Tribhuvan University

Income Tax Course - undefined

H&R Block

Advanced Diploma of Translating -

National Accreditation Authority For Translators And Interpreters

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Sandhya Malla Thakuri