Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sonali Ghosh

Sydney,NSW

Summary

A high energy and results-driven professional with 7+ years experience in banking and customer service. Proven success in handling multiple customer service portfolios and willingness to take on new challenges that require patience and perseverance. Creative and highly strategic with excellent leadership and client relationship skills.

Overview

22
22
years of professional experience

Work History

Customer Service Officer

Link Group
Sydney
06.2023 - 12.2023
  • Handled fast-paced superannuation inquiries each day to consistently meet productivity and performance targets.
  • Ensured compliance with applicable laws and regulations related to customer service activities.
  • Provided outstanding service to new and long-standing super members by attending closely to concerns and developing solutions.
  • Worked through a variety of different systems and technology to assist customers promptly while constantly educating them about digital options.
  • Upheld the values of the organization while maintaining strict levels of confidentiality with financial data and member details.

Content Creator, Founder

Sugar et al.
Sydney, NSW
08.2016 - 06.2023
  • Worked closely with food and beverage businesses, marketing, advertising and client management teams globally to plan ideal campaigns.
  • Knowledge of digital technology and social media trends, media requirements, and best practices.
  • Proposed creative ideas to engage followers with different content types and formats.
  • B2B Service Excellence Award and finalist for the CommsCon Influencer of the year award.
  • Published a cookbook internationally with a top 5 publisher.

Assistant Manager, Customer Experience

Standard Chartered Bank
Bangalore, Karnataka
05.2007 - 04.2010
  • Directed, trained and led a rapidly growing team of 50 employees, supervising activities to drive productivity and efficiency in a fast paced environment.
  • By answering questions, grievances, and requests effectively during outbound welcome calling, it was possible for the team to increase customer onboarding satisfaction scores while cutting down on contact centre calls from new customers by 36%.
  • Built sustainable relationships and trust with customer accounts through open interactive communication.
  • Guided customers through troubleshooting, navigating company site and using services.
  • During credit cards retention, delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating positive experiences.
  • In a first of its kind initiative, led the inclusion and handholding of specially abled staff in the team who were visually impaired. Learnt to operate JAWS the software specially designed for the visually challenged.
  • One of the highest scorers on Gallups’s Q12 employee engagement survey for consumer banking India nominated for a Group Great Manager Award.
  • Excellent audit scores throughout in internal and QA audits.

Relationship Manager, Credit Cards

Standard Chartered Bank
Bangalore, Karnataka
05.2005 - 11.2005
  • Handled critical customer escalations at a national level including customer walk-ins.
  • Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
  • Liased with relevant units to ensure quick and effective resolution of issues highlighted by customers
  • Tracking service performance through daily, weekly and monthly MIS

Program Manager, Retention & Fee Income

Standard Chartered Bank
Bangalore, Karnatake
02.2002 - 04.2005
  • As a leader of 27 team members, my job role included, ensuring daily and monthly targets were met and exceeded.
  • Liasoning with various Departments to drive consistent improvements and better customer experience
  • Designing and documenting new processes in Retention and adhering to standard turnaround times while resolving customer cancellation cases
  • Downloading new developments and training the team on a regular basis.
  • Promoted to a team leader position from a tele-caller in a span of 4 months.
  • Consistent topper for Retention in the country since taking over the project.
  • Accurate and timely MIS.

Education

Bachelor of Science -

SA Jaipuria College
Kolkata
07.1998

Skills

  • Customer Service
  • Excellent interpersonal skills
  • Active listening
  • Creativity
  • Empathy
  • Time management
  • Problem solving
  • Team building and leadership
  • Marketing and Communication
  • Reliability

References

References available upon request.

Timeline

Customer Service Officer

Link Group
06.2023 - 12.2023

Content Creator, Founder

Sugar et al.
08.2016 - 06.2023

Assistant Manager, Customer Experience

Standard Chartered Bank
05.2007 - 04.2010

Relationship Manager, Credit Cards

Standard Chartered Bank
05.2005 - 11.2005

Program Manager, Retention & Fee Income

Standard Chartered Bank
02.2002 - 04.2005

Bachelor of Science -

SA Jaipuria College

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Sonali Ghosh