SHILPA JAMI
Melbourne,VIC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Customer Service Manager
LUV-A-DUCK
07.2023 - Current
- Processing order and resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- perform daily Telecall sales and encourage customer to buy luv-a-duck products.
- Manage the field sales team.
- Design and implement strategic plans to improve business.
- Present sales , revenue and expenses report to the board.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
Customer Service and Admin Officer
GMK Logistics
07.2022 - 07.2023
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Processing customer orders and processing invoice nd account management.
- 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 Data entry , updated in docket stock
- Coordinating with logistics to manage delivery and pickup schedules
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Senior Member Services Associate
CPA Australia
07.2020 - 07.2022
- 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
12.2018 - 07.2020
- 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.
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, VICBachelor of Science - Information Technology
Gitam University
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
- Document Control
- Human Resources Department Processes
- Document Control
- Human Resources Department Processes
Timeline
Customer Service Manager
LUV-A-DUCK
07.2023 - Current
Customer Service and Admin Officer
GMK Logistics
07.2022 - 07.2023
Senior Member Services Associate
CPA Australia
07.2020 - 07.2022
Senior Customer Service Representative
Serco
12.2018 - 07.2020
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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