Sashlin Nand
Schofields
Summary
Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Overview
26
26
years of professional experience
Work History
Customer Service Officer
Services Australia
07.2011 - Current
- Coordinate and tailor assistance for customers facing significant disadvantage or multiple barriers
- This may include activities such as developing individual support plans or assisting people to acquire vocational skills to maximise training and employment opportunities
- Collaborate with other staff and connect with relevant government or community services to deliver the best service offer for the customer
- Provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership groups
- Identify opportunities for business and process improvement, offer solutions to the local leadership team and support change
- Provide on-the-job support and training to other service officers to deliver services, and support their development
- Provide advice, procedural guidance and check the work quality for other service officers
- Assist customers to access, navigate or interpret services across a range of payments, programs and services
- Actively promote, demonstrate and, where appropriate, refer customers to the agency’s self-managed and digital services
- Resolve routine and non-routine customer enquiries
- Resolve routine and non-routine customer complaints, including those received from the feedback and complaints line, and escalate complex complaints and/or systemic issues
- Assess customer needs, requirements, entitlements and obligations
- Determine and facilitate payments to customers, and payments made by customers
- Advise customers on legislation, policy, procedures, payments and services administered by the agency
- Exercise appropriate delegations in accordance with legislation and guidelines
Temporary Team Leader
Services Australia
07.2011 - Current
- Support their leadership team to manage the day-to-day operations of service officers, including supporting staff and their health and wellbeing, approving leave, monitoring attendance, workload and performance, and allocating work
- In collaboration with the leadership team, identify and address staff learning and development needs, which may include coaching and training
- Manage operations to improve the customer experience
- This includes monitoring and managing the streaming of customer traffic in real time, developing strategies to balance customer demand and resources and reporting and collaborating with regional and national staff to share information
- Prepare the staff roster and allocate work based on resources and priorities
- Drive the promotion of the agency’s self-managed and digital services
- Monitor and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to support overall performance
- Check the work of service officers to monitor accuracy, quality of work and decision making against established performance standards
- Support staff to resolve customer feedback and complaints and investigate and resolve escalated issues and incidences
- Contribute to relevant business and people planning and develop strategies to improve against key performance measures
- Encourage innovation and support service officers through changes in business and process improvement
Branch Manager
NAB
02.2005 - 07.2011
- Leading and managing a branch of 25 staff Members including Tellers, Business Bankers and Personal Bankers
- Managing day to day operation of a large branch of a major bank with very high volume of customers in Sydney CBD
- Monitor and evaluate staff performance as per expected KPIs
- Setting sales targets for the branch and implementing strategies to drive growth
- Provide support and advice to team members and resolve escalated and complex enquiries and complaints
Personal Banking Assistant
NAB
03.2004 - 02.2005
- Responsible for a portfolio of home loan customers
- Processing home loan applications and making decisions on eligibility of loans
- Building a rapport with external stakeholders such as mortgage brokers, financial advisers and conveyancers to gain customers and increase portfolio
- Attending property settlements for customer for exchange of property deeds as part of sale or purchase of a property
- Attend to enquiries regarding individual banking needs from customers within my portfolio
Team Member Lending Services
NAB
11.1998 - 03.2004
- Creating file and records for all NSW based customers of the bank
- Retrieving and deliveries records requested by various teams within the lending services teams
- Creating home loan contracts for approved loan applications
- Processing personal loan, home loan and credit card applications for customers
- Responsible for distribution of funds after settlement of property sale and purchase
Education
High School Diploma -
Seven Hills High School
Seven Hills12-1997
Skills
- Customer focus
- Documentation and reporting
- Payment processing
- Active listening
- Service recommendations
- Conflict resolution
- Employee development
- Critical thinking
- Technical support
- Building rapport
- Quality assurance monitoring
- Team development
- Customer service
- Escalation management
- Relationship building
- De-escalation techniques
- Complaint resolution
- Key stakeholder relationship building
Languages
Hindi
Native or Bilingual
Timeline
Customer Service Officer
Services Australia
07.2011 - Current
Temporary Team Leader
Services Australia
07.2011 - Current
Branch Manager
NAB
02.2005 - 07.2011
Personal Banking Assistant
NAB
03.2004 - 02.2005
Team Member Lending Services
NAB
11.1998 - 03.2004
High School Diploma -
Seven Hills High School
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