Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline

Simranjeet Kaur

Werribee

Summary

Responsible and detail oriented Customer Service professional with more than 7-year experience in fast paced customer service and credit assessment . Knowledge of service delivery and evaluation of credit worthiness and analyzing financial data. Highly skilled in analyzing complex information and proving strategic recommendation to improve business operations. Committed to maintaining professional relationships to increase profitability and drive business results. Efficient in working independently as well as collaboratively. Successful at consistently exceeding performance targets.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Pre-assessment Officer

ANZ Banking Group
09.2021 - Current
  • Assessed home loan documentation - reviewed information provided in line with the credit policy and regulations - whilst highlighting any risks that may arise while maintaining 100% quality
  • Ensured adherence to relevant regulatory obligations for assessing credit applications including NCCP, AML/KYC, Privacy Act, Code of Banking Practice, Group Credit policy, and other relevant laws
  • Researched customer requests by gathering all relevant information and data, ensuring all avenues and sources of information are investigated
  • Performed admin tasks like managing escalations and organizing team dinners and engagement activities to assist line manager
  • Aided fellow team members with applications to ensure required quality and productivity targets are met on a daily basis
  • Participated in various projects, demonstrating an ability to work collaboratively and effectively leading process improvement to help the team in reducing duplication of work and updating the knowhow pages with correct and updated information
  • Worked with the training team in shadowing and working with newly trained staff providing support and guidance
  • Won multiple Monthly Kudos awards by nominations sent by colleagues.

Customer Service Consultant

Australia Post
09.2019 - 05.2021
  • Engaged customers in conversation to uncover their needs with probing questions and overcome objections using persuasive techniques
  • Provided solutions and delivery support by liaising with delivery centers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations

Master Dispute Analyst (Customer Service)

American Express India Pvt Ltd
04.2013 - 02.2016
  • Responded to all dispute cases in a timely and comprehensive manner to ensure customer satisfaction
  • Highlighted issues through feedback and recommend changes in workflows, procedures, and service levels, customer demands to meet their needs and ensure quality service at all times
  • Balanced customer's and merchant's interests with theinterests of American Express
  • Resolved conflicts and negotiated mutually beneficial agreements between parties

Demonstration Specialist

Bose Corporation India Pvt Ltd
11.2011 - 10.2012
  • Engaged with customers to communicate key points about products being demonstrated
  • Generated brand awareness and positive product impressions to increase sales
  • Analyzed consumer usage patterns to identify trends and target key demographics

Service Trainee

Puma India Retail Pvt Ltd
03.2011 - 05.2011
  • Worked in teams, learning team-building skills
  • Acquired basic analytical skills to formulate strategies and understand consumer behavior
  • Recommended, selected, and helped locate or obtained merchandise based on customer needs and desires
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management

Education

Post Graduate Diploma - Retail Management

Indian Retail School, New Delhi
2011

BBA - Business Management

Tecnia Institute of Advanced Studies (GGSIPU), New Delhi
09.2010

Skills

  • Issue and Complaint Resolution
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Strong Analytical and Problem Solving Skills
  • Computer Proficiency
  • Salesforce CRM
  • Home loans Operations

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual

Certification

Certificate 3 in Customer Engagement

References

Available upon request

Timeline

Pre-assessment Officer - ANZ Banking Group
09.2021 - Current
Customer Service Consultant - Australia Post
09.2019 - 05.2021
Master Dispute Analyst (Customer Service) - American Express India Pvt Ltd
04.2013 - 02.2016
Demonstration Specialist - Bose Corporation India Pvt Ltd
11.2011 - 10.2012
Service Trainee - Puma India Retail Pvt Ltd
03.2011 - 05.2011
Indian Retail School - Post Graduate Diploma, Retail Management
Tecnia Institute of Advanced Studies (GGSIPU) - BBA, Business Management

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