Shruti Dokka
Strathfield,NSW
Summary
Dynamic customer service professional with extensive experience at Qantas Airways, excelling in resolving inquiries and enhancing customer satisfaction. Skilled in critical thinking and proficient in CRM systems, I have successfully trained new staff and implemented process improvements, fostering loyalty and repeat business through empathetic communication and informed product recommendations.
Customer Service Representative bringing notable skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Qantas Airways
08.2022 - Current
- Resolved customer inquiries, ensuring clarity and satisfaction in service interactions.
- Assisted in managing booking systems and processing flight changes efficiently.
- Provided support during peak travel periods, maintaining high service quality standards.
- Collaborated with team members to enhance operational workflows and service delivery.
- Trained new staff on customer service protocols and systems usage for optimal performance.
- Addressed customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Sales Representative
Sunglass Hut
12.2021 - 08.2023
- Enhanced customer satisfaction through personalized service and product recommendations.
- Managed inventory levels to ensure optimal product availability and presentation.
- Trained new team members on sales techniques and company policies.
- Processed customer transactions efficiently using point-of-sale systems.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Facilitated high volume sales figures through visual merchandising
Tutor
SAM Tutoring - Singapore Maths
10.2020 - 04.2022
- Developed tailored lesson plans to enhance student understanding of Singapore Maths concepts.
- Facilitated one-on-one tutoring sessions, adapting teaching methods to individual learning styles.
- Assessed student performance through regular evaluations and provided constructive feedback for improvement.
- Collaborated with parents to discuss progress and recommend strategies for continued academic success.
Inbound Call Center Representative
Datacom
03.2020 - 10.2020
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed high-volume inbound calls, ensuring prompt and accurate information delivery.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Implemented process improvements that streamlined call workflows and reduced response times.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
Education
Bachelor of Arts - Linguistics
Macquarie University
Sydney, New South Wales, NSW03-2024
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Call centre experience
- Computer proficiency
- Payment processing
- Professional telephone demeanour
Languages
English
Native or Bilingual
Telugu
Native or Bilingual
Hindi
Professional Working
Marathi
Limited Working
Italian
Elementary
Timeline
Customer Service Representative
Qantas Airways
08.2022 - Current
Customer Service Sales Representative
Sunglass Hut
12.2021 - 08.2023
Tutor
SAM Tutoring - Singapore Maths
10.2020 - 04.2022
Inbound Call Center Representative
Datacom
03.2020 - 10.2020
Bachelor of Arts - Linguistics
Macquarie University