Sudhikshya Pandey
Kogarah,Australia
Summary
Organised Customer Service Professional with a focus on delivering exceptional service and fostering customer loyalty. Achieved high productivity and efficiency through specialized skills in conflict resolution, data entry, and customer relationship management. Committed to ensuring positive customer experiences and contributing to organizational success.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Customer Experience Officer
Bayside Council
04.2026 - Current
- Deliver exceptional face-to-face customer service by welcoming and assisting community members at the Customer Service Centre, understanding their needs and providing clear guidance and support.
- Manage a wide range of customer enquiries through phone, email and online channels, ensuring timely responses and positive customer experiences.
- Resolve customer enquiries at the first point of contact where possible, while escalating complex matters appropriately and keeping customers informed throughout the process.
- Handled customer complaints with professionalism by actively listening, showing empathy, investigating concerns, explaining processes, and working towards effective resolutions, fostering a positive customer experience.
- Created, updated and managed customer requests through Council’s CRM system, maintaining accurate records and detailed notes, while ensuring effective follow-up with relevant teams to facilitate service delivery.
- Assisted residents with Council services related to rates, property, waste, parking permits, pet registrations, development applications, certificates, community facilities and general information, enhancing community understanding and access to services.
- Work collaboratively with internal Council departments to ensure customer requests are actioned effectively and the community receives consistent and reliable service.
- Provide guidance and support to customers who may require additional assistance, ensuring services are accessible, inclusive and customer-focused.
- Use Council systems, knowledge bases and digital tools effectively to provide accurate information and improve service delivery.
- Contribute to continuous improvement by sharing customer feedback, identifying service improvement opportunities and supporting a positive customer experience culture
Customer Care Consultant
Bizcover
01.2025 - 11.2025
- Resolved customer complaints through effective communication and problem-solving skills.
- Resolved customer complaints regarding products or services in a timely manner.
- Assisted customers with inquiries about products and services.
- Answered customer inquiries related to product features and services via email, telephone and online chat.
- Conducted follow-up communications to ensure customer satisfaction levels were met.
- Utilized feedback to improve service processes and enhance customer experience.
- Created detailed documentation of all customer interactions for future reference purposes.
- Collaborated with team members to provide effective solutions for difficult client situations.
- Ensured compliance with company policies and procedures while providing excellent customer care.
Education Counselor
Professional Visa and Education Services
04.2022 - 01.2025
- Maintain accurate records of student interactions, applications and outcomes to ensure compliance
- Advised clients on suitable academic programs and institutions worldwide.
- Conducted workshops on study abroad opportunities and application requirements.
- Assisted students with documentation for visa applications and compliance regulations.
- Collaborated with educational institutions to enhance student recruitment strategies.
- Researched international education trends to provide informed guidance to clients.
- Collaborated with faculty members to identify at-risk students and develop appropriate interventions.
- Collaborated with faculty members to identify at-risk students.
Shift Manager
Mc Donald's Plaza
01.2019 - 01.2025
- Managed shifts to ensure optimal staff coverage and operations
- Trained and managed staff to enhance service quality and operational efficiency
- Ensured outstanding quality, service, and cleanliness to enhance customer satisfaction
- Execute action plans assigned by the Restaurant Management team
- Set goals and ensure outstanding operations
- Implemented and monitored food safety procedures to maintain compliance and protect customer health
Communication Officer/Receptionist
Professional Visa and Education Services
01.2021 - 04.2022
- Managed calls and in-person inquiries from clients
- Facilitated client bookings over the phone
- Maintained organized records of calendars and visitor lists such as calendars, visitor list
- Assisting client over the phone for checking their status and connecting to the right people
Education
Bachelor of Applied Social Science -
Torrens University
Skills
- Customer Service
- CRM utilization
- Complaint resolution
- Customer feedback analysis
- Customer Training
- Operational Support
- Team Management
- Team collaboration
- Effective communication
- Exceptional communication skills
- Active listening
- Conflict resolution
- Time management
- Coaching training
- Relationship management
Certification
- Qualified Education Counsellor
- Working with Children
- NSW Drivers License (P2)
Languages
- English
- Hindi
- Nepalese
Timeline
Customer Experience Officer
Bayside Council
04.2026 - Current
Customer Care Consultant
Bizcover
01.2025 - 11.2025
Education Counselor
Professional Visa and Education Services
04.2022 - 01.2025
Communication Officer/Receptionist
Professional Visa and Education Services
01.2021 - 04.2022
Shift Manager
Mc Donald's Plaza
01.2019 - 01.2025
Bachelor of Applied Social Science -
Torrens University