Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sonali Bhardwaj

Melbourne,VIC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

15
15
years of professional experience

Work History

Systems Analyst

ANZ Bank
06.2021 - 03.2023
  • Participated actively in regular team meetings to share insights on current challenges and collaborate on effective solutions.
  • Provided valuable input for the development of new systems or improvements to existing ones based on hands-on experience with end-user needs.
  • Maintained and updated troubleshooting documentation to keep employees up to speed.
  • Actively participated in disaster recovery planning exercises to ensure business continuity during unforeseen events or incidents affecting system availability.
  • Served as an escalation point for complex issues requiring advanced technical expertise, consistently delivering satisfactory resolutions within stipulated timeframes.
  • Mentored junior team members, providing guidance on best practices and fostering a culture of continuous improvement among colleagues.
  • Generated reports to track performance and analyze trends.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.

Customer Care Executive

Mimecast
10.2015 - 06.2021
  • Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
  • Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
  • Communicated with customers to identify needs and expectations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Took ownership of customers issues to follow problems through to resolution.
  • Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
  • Reduced customer complaints with proactive issue identification and resolution strategies.
  • Streamlined customer support processes for improved call handling times and resolutions.
  • Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
  • Maintained and managed customer files and databases.
  • Exceeded targets consistently by maintaining an unwavering focus on customer satisfaction and service excellence.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Conducted surveys to determine customer opinion of products and services.
  • Coordinated timely responses to online customer communication and researched complex issues.

Systems Analyst

Veda Advantage
02.2011 - 10.2015
  • Provided client support on system operation and troubleshooting.
  • Enhanced system efficiency by identifying and resolving complex technical issues.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Diagnosed, troubleshot and resolved network and system problems.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Resolved or escalated problem tickets to resolve user issues.
  • Streamlined processes for improved productivity through thorough systems analysis and optimization.
  • Conducted system analysis and implementation to maintain and improve computer systems.
  • Trained new hires on company-specific software tools, ensuring seamless integration into the team''s workflow.
  • Researched and adopted new technologies to add value to existing offerings.
  • Initiated process improvement initiatives that led to cost savings while maintaining high-quality output standards.

Customer Service Representative

CSC Computer Science
08.2009 - 01.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

IT Support Specialist

Fujitsu Australia, Queensland Urban Utilities
11.2007 - 08.2009
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Delivered onsite technical support for Internal Fujistu employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Answered questions and provided information to customers about new software or hardware.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.

Education

Master of Science - Telecommunications

Masters in Telecommunication
Western Sydney University
04.2003

Incident And Knowledge Management - ITEL Framework

Certificate And Training
Australia

Incident And Knowledge Management - ITEL Frameork

Certificate And Training
Australia

Skills

  • Microsoft Excel,Outlook,Teams,Visio
  • Zoom
  • Data Entry
  • CRM Software
  • ServiceNow
  • Active Directory
  • Citrix
  • PagerDuty

Languages

English
Native or Bilingual
Hindi
Native or Bilingual

Timeline

Systems Analyst

ANZ Bank
06.2021 - 03.2023

Customer Care Executive

Mimecast
10.2015 - 06.2021

Systems Analyst

Veda Advantage
02.2011 - 10.2015

Customer Service Representative

CSC Computer Science
08.2009 - 01.2011

IT Support Specialist

Fujitsu Australia, Queensland Urban Utilities
11.2007 - 08.2009

Master of Science - Telecommunications

Masters in Telecommunication

Incident And Knowledge Management - ITEL Framework

Certificate And Training

Incident And Knowledge Management - ITEL Frameork

Certificate And Training

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Sonali Bhardwaj