Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shweta Kakkerla

Canberra,ACT

Summary

Dynamic professional with a proven track record at Commonwealth Superannuation Corporation (CSC), enhancing customer satisfaction and resolving conflicts with diplomacy. Skilled in CRM software and exceptional verbal communication, I excel in improving operational efficiencies and fostering positive client relationships. Expert in Microsoft Office Suite, I've significantly contributed to team training and customer engagement success.


Overview

7
7
years of professional experience

Work History

Customer Engagement Representative

Commonwealth Superannuation Corporation (CSC)
05.2023 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Skillfully navigated difficult conversations with professionalism, managing conflicts constructively to preserve brand reputation and maintain positive relationships with clients.
  • Trained new team members on company policies, procedures, and best practices in customer engagement.
  • Managed a high volume of inbound calls and emails to provide timely assistance for customers'' needs.
  • "My role involves call administration and case management.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.

Customer Service Representative

ActewAGL
04.2022 - 04.2023
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Team Leader - Service Delivery

DNA Recruitment Solutions
04.2018 - 02.2022
  • Led cross-functional collaboration with departments such as operations and maintenance to effectively address customer concerns and ensure seamless operations.
  • Provided comprehensive information on fares, routes, schedules, and other transportation-related matters, empowering customers to make informed decisions.
  • Ensured the safe and comfortable travel of passengers with special needs, including those with disabilities or limited mobility, by providing dedicated assistance.
  • Leveraged advanced communication skills to de-escalate conflicts and professionally resolve customer issues, maintaining high levels of customer satisfaction.
  • Maintained up-to-date knowledge of transportation policies, procedures, and regulations to ensure compliance and deliver accurate information to customers.
  • Promoted a positive and collaborative team environment by sharing knowledge, best practices, and fostering teamwork to achieve common goals.

Education

Master of Science - Information And Communication Technology

University of Sunshine Coast
Melbourne, VIC
04-2020

Bachelor of Science - Electronics And Communications Engineering

JNTU
Hyderabad, INDIA
05-2016

Skills

  • CRM software proficiency
  • Verbal and written communication
  • Data entry and database management
  • Email management and scheduling software
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Cybersecurity tools and practices

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day during peak times, providing information and service to ensure customer satisfaction.
  • Trained and mentored new team members, enhancing their customer service skills and contributing to a 20% reduction in onboarding time.
  • Successfully resolved over 95% of customer inquiries and issues on the first call, significantly improving customer satisfaction ratings.

Timeline

Customer Engagement Representative

Commonwealth Superannuation Corporation (CSC)
05.2023 - Current

Customer Service Representative

ActewAGL
04.2022 - 04.2023

Team Leader - Service Delivery

DNA Recruitment Solutions
04.2018 - 02.2022

Master of Science - Information And Communication Technology

University of Sunshine Coast

Bachelor of Science - Electronics And Communications Engineering

JNTU

Similar Profiles

CREATE PROFILE
Shweta Kakkerla