Summary
Overview
Work History
Education
Skills
Timeline
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SHILPA JAMI

Melbourne

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

11
11
years of professional experience

Work History

Customer Specialist

Latitude Financial
07.2024 - Current
  • responsible for being the first point of contact for inbound customer calls regarding account activations
  • support customers with general enquires and completing a range of set questions with customers to ensure their eligibility for account activation.
  • Complete account activation calls
  • Support customer enquiries/service needs on first call interaction (if applicable)
  • Capture and log all customer interactions
  • Outbound calls to customers for any follow-up information required
  • Work in accordance with all company policies and procedures, as well as demonstrating company values
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Technical Support Field Engineer

Northern Health Hospital
07.2023 - 07.2024
  • Provided on-site technical support for clinical and administrative staff across multiple hospital departments.
  • Installed, configured, and maintained hardware including desktops, laptops, printers, medical devices, and telehealth equipment.
  • Responded promptly to IT service requests, incidents, and technical issues to minimize downtime and ensure continuity of care.
  • Diagnosed and resolved hardware, software, and network connectivity problems, escalating critical issues to higher-level support when necessary.
  • Supported hospital-specific applications such as electronic medical records (EMR), patient management systems, and pathology systems.
  • Maintained asset records and ensured all equipment met compliance and security standards.
  • Collaborated with the broader IT team to implement system upgrades, security patches, and routine maintenance tasks.
  • Assisted in the rollout of new technology solutions, including user training and post-deployment support.
  • Maintained a high standard of customer service, ensuring professional and respectful interactions with all hospital staff.
  • Documented troubleshooting steps and resolutions to support knowledge sharing and continuous improvement.
  • Supported and maintained medical-grade computing devices and ensured compliance with hospital IT security policies and health data regulations.
  • Assisted with the setup and support of teleconferencing systems for remote consultations, internal meetings, and training sessions.

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
02.2018

Bachelor of Science - Information Technology

Gitam University
04.2013

Skills

  • Hardware & Software Troubleshooting
  • Windows & Mac OS Support
  • Microsoft Office 365 Support
  • Active Directory (User Management)
  • Network Troubleshooting (TCP/IP, DNS, DHCP)
  • Printer & Peripheral Support
  • Remote Desktop Tools (eg, TeamViewer, AnyDesk, RDP)
  • Ticketing Systems (eg, ServiceNow, Zendesk, Jira)
  • MYOB
  • First call Resolution

Timeline

Customer Specialist

Latitude Financial
07.2024 - Current

Technical Support Field Engineer

Northern Health Hospital
07.2023 - 07.2024

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

Bachelor of Science - Information Technology

Gitam University

Master of Science - Management Information Systems

Deakin University

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SHILPA JAMI