HARVEER Mann(Harry)
Melbourne,VIC
Summary
Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, working address and meet all needs. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Proven track record of serving as an effective liaison between companies and their potential and current clients. Works to keep and increase customer satisfaction with every phone call. Understands the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Ace Real Estate
07.2023 - 09.2024
- Responding to tenant inquiries by phone and email
- Processing tenancy applications and conducting reference checks
- Preparing lease agreements and managing bond lodgments
- Arranging routine inspections and final move-out inspections
- Liaising with tenants regarding maintenance requests and rent arrears
- Assisting the Property Manager with coordinating maintenance and repairs
- Obtaining quotes from tradies and liaising with them to complete works
- Arranging building access for maintenance personnel
- Maintaining accurate property records and filing documents
- Preparing reports for the Property Manager and property owners
- Rent collection and arrears management
- Some data entry tasks
- Excellent communication and interpersonal skills
- Strong organisational skills and attention to detail
- Proficiency in using computers and property management software
Travel Consultant (Customer Service/Admin)
Travelpedia
01.2023 - 06.2023
- Answer all Inbound and Outbound calls and respond to emails
- Handle customer inquiries both over the phone and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs, produce call reports
- Arrange travel for business and vacation customers
- Daily operational management; Sales development; Staff and financial management
- Determine customers' needs and preferences, such as schedules and costs
- Plan and arrange tour packages, excursions, and day trips
- Find fare and schedule information
- Calculate total travel costs
- Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions
- Tell clients about what their trip will be like, including giving details on required documents, such as passports or visas
- Give advice about local weather conditions, customs, and attractions
- Make alternative booking arrangements if changes arise before or during the trip
Customer Service Representative
Auckland Transport
09.2021 - 09.2022
- Act as the interface for Auckland Transport for all customer service inquiries received and respond effectively and efficiently
- Maintain expert knowledge at all times in all Public transport products and services, to ensure accurate information is continually provided to internal and external customers
- Proactively and enthusiastically continually provide appropriate information to customers including − Responding quickly to queries using all available resources
- Assisting customers with special needs e.g
- Language, mobility etc
- Accurately record statistics on each customer query and produce a report for the Team Leader / Assistant Team Leader at the end of each day
- Escalate any incidents, unanswered queries or concerns to a Team Leader or Assistant Team Leader, as close to the occurrence as possible to enable them to evaluate and respond to the customer in the shortest possible turnaround time
- Develop and maintain excellent knowledge of all relevant changes, policies, procedures and contractual obligations in order to be aware of the political environment
- Carry out electronic and cash sales transactions efficiently and professionally
- Refer Customer requests for reverse transaction of a ticket purchased, but not used due to an AT issue onto the HOP Operations team to process
- Refer penalty fare reversals and refunds from Customers to the HOP Operations team to process
- Process customer requests as per policy and procedure promptly, completing records/documentation/AT HOP referrals as required
- Provide accurate advice at all times to customers on how to manage HOP card through online processes, topping up and viewing status as required
- Financial transactions will be handled through cash, credit card and EFTPOS
- A daily audit trail will be produced for each individual when doing financial transactions
- Cash management including till float balances and reconciliations
- Sales/end of day reconciliation processes are followed
- Any discrepancies are recorded and reported to the Team Leader or Assistant Team Leader as soon as possible
- Offer assistance to other team members when dealing with a difficult customer interaction
- Role model professional behaviors and Auckland Transport's values
Customer Service Representative/Dispatch Admin
LSG Catering
01.2020 - 07.2021
- Scheduling and dispatching drivers, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs
- Using telephones, two-way radios or text messages to contact employees or emergency personnel
- Stay informed of flight activity, schedule and gate changes and act accordingly
- Speaking with supervisors or customers to resolve problems, requests for services or equipment
- Preparing daily work such as schedules
- Answer emergency and non-emergency calls and document important information
- Respond to any issues and follow-up by coordinating with the appropriate departments or field units
- Operate and manage a multi-line telephone console system
- Respond to queries related to products and deliveries
- Use the radio, phone or computer to direct Transport team to the appropriate sites
- Prioritize and organize calls according to urgency
- Supervise the route and status of field units to prioritize their daily schedule
- Maintain and update call logs, call records and other important documentation
- Monitoring truck repairs and maintenance schedules
- Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances
- Ensure on-time and accurate delivery of food/equipment and catering of flights
- Ability to relay information in a fast-paced environment
Customer Service Representative/ Flight Co-ordinator
LSG Catering
01.2017 - 01.2020
- Quickly responding to customer complaints, requests and comments
- Ensure on-time and accurate delivery of food/equipment and catering of flights
- Developing customer service procedures, policies & standards
- Good Communication Interacting with the Flight Crew and the Tower and be able to trouble shoot any catering issues
- Knowledge of all relevant health and safety issues
- Able to handle multiple tasks with attention to detail
- Able to tactfully deal with difficult customers
- Enforcing strict rules and regulations in the workplace
- Stay informed of flight activity, schedule and gate changes and act accordingly
- Supervise the operation of catering trucks to ensure they reach and load-up the aircraft on schedule
- Ensure that meal trays for the various service classes are correctly packaged along with food group trays for first class
- Learned and followed through the standards of the LSG Sky Catering
- Assumes other related duties as required or assigned
- Worked well independently and on a team to solve problems
- Served as a friendly, hardworking, and punctual employee
- Organized and prioritized work to complete assignments in a timely, efficient manner
- Consistently worked with client satisfaction in mind
- Exhibited strong listening skills and worked to comply with all company efforts
Customer Service Representative/Travel Agent & Travel Desk
Eco Travels (Desai & Co.)
05.2013 - 01.2017
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs, produce call reports
- Arrange travel for business and vacation customers
- Daily operational management; Sales development; Staff and financial management
- Determine customers' needs and preferences, such as schedules and costs
- Plan and arrange tour packages, excursions, and day trips
- Find fare and schedule information
- Calculate total travel costs
- Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions
- Tell clients about what their trip will be like, including giving details on required documents, such as passports or visas
- Give advice about local weather conditions, customs, and attractions
- Make alternative booking arrangements if changes arise before or during the trip
Customer Service Representative (Crew Trainer)
McDonald
11.2011 - 06.2012
- Becoming a crew trainer is the next step up from crew member
- Crew trainer is responsible for training crew members for their day-to-day work serving customers, preparing food, keeping the restaurant and kitchen clean and tidy and working well as part of a team
- As part of the role, assess crew members' skills and offer them extra help with any tasks they may have problems with
Education
Business Management Level-6 -
Tasman International Academies
07.2013
Graduate IT Diploma Level-7 -
Tasman International Academies
10.2011
Diploma in Computer Hardware -
ACC INSTITUTE
06.2009
Diploma in Computer Application -
ACC
06.2008
Bechlor Of Commerce- -
University of The Punjab
03.2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Personal Information
- Nationality: New Zealand Citizen
- Driving License: Full Driving Licence
Timeline
Customer Service Representative
Ace Real Estate
07.2023 - 09.2024
Travel Consultant (Customer Service/Admin)
Travelpedia
01.2023 - 06.2023
Customer Service Representative
Auckland Transport
09.2021 - 09.2022
Customer Service Representative/Dispatch Admin
LSG Catering
01.2020 - 07.2021
Customer Service Representative/ Flight Co-ordinator
LSG Catering
01.2017 - 01.2020
Customer Service Representative/Travel Agent & Travel Desk
Eco Travels (Desai & Co.)
05.2013 - 01.2017
Customer Service Representative (Crew Trainer)
McDonald
11.2011 - 06.2012
Graduate IT Diploma Level-7 -
Tasman International Academies
Diploma in Computer Hardware -
ACC INSTITUTE
Diploma in Computer Application -
ACC
Business Management Level-6 -
Tasman International Academies
Bechlor Of Commerce- -
University of The Punjab
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