Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHILPA JAMI

Melbourne,VIC

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.

Overview

10
10
years of professional experience

Work History

Senior Reservation Sales Associate

Hyatt Services Australia Pty Ltd
07.2023 - 11.2023
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Worked closely with front desk to achieve full occupancy of property.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

Senior Member Services Associate

CPA Australia
08.2022 - 07.2023
  • Work closely with the team, motivating and coaching them
  • Hosting 1-2-1's and team meetings Keeping up to date with business development and new product lines
  • Reporting to the Customer Service Manager Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members
  • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • Support the Operations Manager to highlight operational risks and areas for improvement
  • Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
  • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
  • Work with the management team to identify and deliver positive change and business efficiencies
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets
  • Escalate any appropriate problems to senior management Support the Senior Manager to highlight operational risks and areas for improvement

Senior Customer Service Representative

Serco
12.2020 - 07.2022
  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • perform large amount of data entry regarding customer details while on call simultaneously while performing troubleshooting.
  • Deliver courteous, prompt and professional client service when providing guidance to the customer or clients through various channels including face-to-face, telephone or in writing
  • Call clients and customers to inform them about the company’s new products, services and policies
  • Identify, investigate and resolve moderately-complex to complex and related issues
  • Liaise and collaborate with key internal and external stakeholders
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
  • Collaborate with other call center professionals to improve customer service
  • Help to train new employees and inform them about the company’s customer management policies
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Resolved account issues to build rapport and relationships with clients.
  • Kept updates of new company products and services to effectively answer questions and resolve complaints.
  • Created customer support strategy to increase customer retention.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.

Senior Call Centre Specialist

Probe Group
01.2019 - 11.2020
  • The first point of contact for customers representing the Department of Health.
  • Assisting with general enquiries, acting as a concierge of all inbound and outbound enquiries
  • Identifying and directing customers to the right department to answer their queries.
  • Making covid related ''primary close contact' interview calls to people on behalf of the department of health and giving out information based on their situation.
  • handling inbound calls and booking covid vaccination appointments for people based on their requests.
  • Handle inbound and outbound contacts (as required) within the required time frame
  • Meet required standards of quality
  • Adhere to schedule to achieve required target
  • Meet attendance requirements in line with contract and company policies
  • Meet required sales targets and others KPI's as required
  • Answered average of 38 calls, emails and per day, addressing customer inquiries, solving problems and providing necessary information.
  • Delivered prompt service to prioritize customer needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Increased efficiency and team productivity by promoting operational best practices

Office Manager

GrowthOps
01.2016 - 12.2018
  • Undertake a range of recruitment administrative functions including maintaining and updating databases/electronic records, processing applications, and applying rules and standards in accordance with approved and established recruitment policies and procedures.
  • Provide a high level of accurate and timely advice, information and general assistance to colleagues and clients on a broad range of recruitment issues.
  • Contribute to internal projects and participate in ongoing quality improvement initiatives or projects.
  • Participate in the development and implementation of recruitment and promotion policies, procedures and systems, with a focus on the provision of excellent customer service.
  • Prepare routine correspondence, reports and briefings on a range of human resource management issues.
  • Ensuring timely and accurate customer service
  • Scheduling shifts and supervising front-office personnel including receptionists٫ security guards and call center agents
  • Training and supporting office staff
  • Handling complaints and specific customers requests
  • Monitoring stock and order office supplies and troubleshooting emergencies
  • Managing mail distribution
  • Organizing office budget
  • Managing records of office expenses and costs
  • Overseeing the compliance with company’s policies and security requirements
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Ensuring timely and accurate customer service
  • Scheduling shifts and supervising front-office personnel including receptionists٫ security guards and call center agents
  • Training and supporting office staff
  • Handling complaints and specific customers requests
  • Monitoring stock and order office supplies and troubleshooting emergencies
  • Managing mail distribution
  • Organizing office budget
  • Managing records of office expenses and costs
  • Overseeing the compliance with company’s policies and security requirements

CONTENT ENGINEERING ANALYST

Google
03.2014 - 09.2015
  • Reviewing and analyzing client sites for areas that can be improved and optimized
  • Preparing detailed strategy reports
  • Identifying powerful keywords to drive the most valuable traffic
  • Running PPC campaigns
  • Writing powerful calls-to-action to convert visitors
  • Filling websites and other content with effective keywords
  • Writing effective seo content for blogs,websites and social media accounts
  • Developing link building strategies
  • Analyzing keywords and seo techniques used by competitors
  • Keeping updated on both white hat and black hat seo strategies
  • Stay within seo guidelines
  • Compiling and presenting seo guidelines.

Education

Master of Science - Management Information Systems

Deakin University
Burwood, VIC
02.2018

Bachelor of Science - Information Technology

Gitam University
04.2013

Skills

  • MS Office(MS excel ,outlook)
  • MYOB
  • CRMP
  • Microsoft dynamics or other ERP's
  • Issue and Complaint Resolution
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Customer Data Confidentiality

Timeline

Senior Reservation Sales Associate

Hyatt Services Australia Pty Ltd
07.2023 - 11.2023

Senior Member Services Associate

CPA Australia
08.2022 - 07.2023

Senior Customer Service Representative

Serco
12.2020 - 07.2022

Senior Call Centre Specialist

Probe Group
01.2019 - 11.2020

Office Manager

GrowthOps
01.2016 - 12.2018

CONTENT ENGINEERING ANALYST

Google
03.2014 - 09.2015

Master of Science - Management Information Systems

Deakin University

Bachelor of Science - Information Technology

Gitam University

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SHILPA JAMI