Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shyam Dave

Senior Customer Service Specialist
Ripley

Summary

Enthusiastic and reliable professional with over 4 years of experience in banking, customer service, and administrative operations across financial services and telecommunications. Skilled in managing complex client interactions, handling sensitive financial data, and delivering process-driven outcomes with precision and consistency. Demonstrates strong communication, compliance awareness, and a solutions-oriented mindset developed through working in high-volume, regulated environments. Adept at supporting internal teams, coordinating workflows, and contributing to service excellence across hybrid and onsite settings.

Overview

7
7
years of professional experience
15
15
years of post-secondary education
1
1
Certification
5
5
Languages

Work History

Senior Customer Service Specialist

St.George Bank
11.2021 - Current
  • Delivering expert support across a wide range of banking products and services, including transactional accounts, credit cards, home loans, and term deposits and so on.
  • Managing complex customer queries and escalations with professionalism, balancing empathy with adherence to bank policies.
  • Collaborating with lending specialists, fraud teams, and back-office operations to resolve cases efficiently.
  • Utilising CRM tools and digital platforms to process customer requests, maintain data accuracy, and support compliance requirements.
  • Maintaining high productivity while working in a hybrid model—3 days remotely, 2 days from Brisbane CBD office—ensuring seamless service continuity.
  • Supporting new team members through peer coaching and knowledge sharing during onboarding and process updates.
  • Recognised multiple times by team leaders for delivering exceptional customer service with a Net Promoter Score (NPS) consistently above 85.
  • Played a key role in reducing resolution time for high-priority cases by 25% through proactive follow-ups and case ownership.
  • Selected to pilot new hybrid training model for remote onboarding, contributing to faster ramp-up time for new hires.
  • Surpassed monthly KPI targets in customer satisfaction, call handling quality, and turnaround times for over 12 consecutive months.

NBN Migration Agent – Tele Sales

OPTUS
07.2019 - 09.2021
  • Assisted customers with NBN product migrations and account updates.
  • Followed structured scripts and procedures to maintain compliance.
  • Maintained accurate records of each customer interaction in CRM.
  • Provided exceptional after-sales service and followed up on open cases.
  • Developed strong communication, listening, and patience under pressure.
  • Handled over 3,000 customer migration cases with a 95% first-call resolution rate.
  • Achieved monthly quality assurance ratings of 98%+ for data accuracy.
  • Played a key role in reducing NBN transition backlog by 30% during peak periods.
  • Received 'Customer Excellence Award' twice for going above and beyond in resolving technical issues.

Customer Service Representative (Call Centre)

MasterCard (via BPO)
08.2018 - 03.2019
  • Supported credit card rewards for banks including Westpac, ANZ, and Bendigo.
  • Clarified reward entitlements, logged inquiries, and explained policies.
  • Worked in high-volume, team-oriented environment under guidance of team leaders.
  • Developed conflict-handling skills with empathy and resolution-first approach.
  • Resolved an average of 80+ customer calls per shift with 99% adherence to call quality standards.
  • Trained 5 new hires on reward systems and procedures, enhancing team productivity.

Education

Master of Telecommunications Engineering -

University of South Australia
Adelaide, Australia
04.2001 - 01.2016

Skills

  • Agile Work Principles (Scrum, Sprints, Backlogs)
  • CRM & POS Software
  • Customer & Member Support
  • Claims Processing Assistance
  • Data Entry & Compliance Awareness

- Administrative Coordination

- Financial Product Knowledge

- Microsoft Office (Excel, Outlook, Word)

- Conflict Resolution & Empathy

Certification

Agile Fundamentals – Google & Simplilearn

Timeline

Senior Customer Service Specialist

St.George Bank
11.2021 - Current

NBN Migration Agent – Tele Sales

OPTUS
07.2019 - 09.2021

Customer Service Representative (Call Centre)

MasterCard (via BPO)
08.2018 - 03.2019

Master of Telecommunications Engineering -

University of South Australia
04.2001 - 01.2016

Similar Profiles

CREATE PROFILE
Shyam DaveSenior Customer Service Specialist