Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic
Shikha

Shikha

Customer Service Specialist
Melbourne

Summary

Accomplished Customer service Specialist with 12 years of experience interacting with customers to increase sales and offer services. Seasoned expert at promoting products and offerings, creating new accounts and assisting customers with various requests. Motivated and results-oriented with a background in increasing new customer accounts and maximizing services among existing customers. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

13
13
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
1
1
Language

Work History

Customer Service Operator

BOLTON CLARKE
5 2023 - Current
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Demonstrated experience in aged care services and healthy ageing principles.
  • Demonstrated ability to work cooperatively as a member of a professional team.
  • Demonstrated ability to work effectively within a culturally diverse group
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using the call center's CRM database and Knowledge of client databases- Alayacare.
  • Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Well-developed interpersonal skills, including the ability to build rapport.

Assistant Branch Manager

INDIAN BANK
01.2011 - 04.2023
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors
  • Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement
  • Built rapport with account holders by reaching out with product recommendations and account updates
  • Demonstrated knowledge of branch financial products, loans and lines of credit
  • Generated financial and operational reports to assist management with business strategy
  • Maximised efficiency through effective resource allocation and employee management
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups
  • Collaborated with tellers, universal bankers and personal bankers to exceed sales goals
  • Developed sales strategy to meet established sales objectives
  • Responded to customer concerns, working with the manager to significantly raise customer satisfaction ratings
  • Produced reports for bank administrators to document long-term goals and financial status
  • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Developed sales strategy to meet established sales objectives.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Maximized efficiency through effective resource allocation and employee management.

Education

Bachelor of Commerce - Commerce And Financial Accounting

KURUKSHETRA UNIVERSITY
Kurukshetra
06.2004 - 05.2007

Master of Business Administration - Finance

ICFAI UNIVERSITY
Dehradun, India
10.2008 - 05.2010

Skills

  • Loan application evaluation
  • Account management
  • Loan expertise
  • Financial Product Sales
  • Customer retention

  • Customer service excellence

  • Software- TCS BaNCS, IndOASIS

  • Finacle, MS Office

  • Call center operations

  • Relationship building and management

  • Analytical and Critical Thinking

  • Alayacare

Certification

Certified Associate of Indian Institute of Bankers

Additional Information

Permanent Resident of Australia

Timeline

Certified Associate of Indian Institute of Bankers

11-2013

Junior Associate of the Indian Institute of the Bankers

10-2012

Assistant Branch Manager

INDIAN BANK
01.2011 - 04.2023

Master of Business Administration - Finance

ICFAI UNIVERSITY
10.2008 - 05.2010

Bachelor of Commerce - Commerce And Financial Accounting

KURUKSHETRA UNIVERSITY
06.2004 - 05.2007

Customer Service Operator

BOLTON CLARKE
5 2023 - Current

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Shikha Customer Service Specialist