Sunil Nulu
Melbourne,Victoria
Summary
Highly organized and detail-oriented professional with extensive expertise in billings and process improvement with more than 7 years of experience in customer operations, interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues along with expertise in billing systems. Proven track record of consistently exceeding performance standards while ensuring accuracy and compliance and managing high-volume workloads. Committed to improving overall business processes.
Overview
11
11
years of professional experience
Work History
Energy Assist Specialist
Energy Australia
11.2023 - Current
- Provided technical support for users experiencing difficulties with hardship
- Provided technical support for customers in resolving complex issues
- Participated in ongoing training and compliance activities
- Analyzed data from customer surveys to identify trends in customer behaviour
- Researched and analyzed customer feedback to identify areas of improvement
- Collaborated with marketing teams to develop promotional campaigns
- Developed and implemented specialized procedures for customer service operations
- Performed quality assurance testing on newly developed software applications
- Analyzed customer feedback to identify areas for improvement.
CUSTOMER OPERATIONS BILLING CONSULTANT
Greater Western Water
07.2020 - 11.2023
- Collaborated with internal departments to ensure accurate billing data was entered into system
- Developed and implemented billing procedures that improved accuracy by 20%
- Maintained high level of accuracy when entering data into accounting systems
- Generated ad hoc reports as requested by management or clients
- Evaluated existing systems for opportunities to streamline processes or improve efficiency
- Provided training and guidance to new staff on billing policies and procedures
- Utilized various software programs such as Microsoft Excel, Word, Access., for daily tasks
- Analyzed customer accounts to identify discrepancies and billing errors
- Conducted research on complex billing issues to resolve customer complaints quickly
- Developed detailed documentation for all billing processes and procedures.
CUSTOMER OPERATIONS SPECIALIST
City West Water
04.2017 - 07.2020
- Actively listened to customers' concerns in order to understand their needs more completely
- Identified opportunities for process improvements within the Customer Operations department
- Developed processes for efficient resolution of customer inquiries and complaints
- Assisted other departments within the organization by providing advice or guidance related to customer service best practices
- Provided exceptional customer service with a focus on exceeding expectations and resolving issues in a timely manner
- Collaborated effectively with cross-functional teams to ensure successful delivery of solutions to customers
- Documented all interactions accurately in order to maintain accurate records of customer activity
- Ensured compliance with company policies and procedures as well as industry regulations when dealing with customer inquiries or complaints
- Utilized problem-solving skills to efficiently resolve escalated customer requests.
CUSTOMER RESOLUTION SPECIALIST - SECONDMENT
City West Water
07.2019 - 12.2019
- Cultivated expertise in resolving difficult customer inquiries while maintaining high levels of satisfaction
- Fostered a collaborative environment between internal departments to resolve escalated issues promptly
- Tracked progress on open cases and provided updates as needed throughout the resolution process
- Demonstrated ability to quickly assess customer needs and provide appropriate solutions
- Ensured compliance with established policies, procedures, and regulations governing the handling of customer accounts
- Gained knowledge of industry standards related to customer service, policies, and procedures
- Built successful partnerships with colleagues across multiple departments in order to achieve common goals
- Managed multiple tasks simultaneously while adhering to quality assurance guidelines and deadlines.
CUSTOMER SERVICE OFFICER
Probe Group Pty Ltd
02.2016 - 04.2017
- Remained open to feedback from supervisor and peers to build and improve skills set
- Adapted communication style based on the needs of each individual customer
- Collaborated with colleagues across departments to ensure best possible solutions were provided to customers
- Developed effective listening skills while interacting with customers over the phone or via email
- Utilized problem solving techniques to resolve customer disputes quickly and effectively
- Delivered exceptional phone etiquette while handling high volume of incoming calls daily
- Performed data entry duties accurately and efficiently using computer systems
- Maintained accurate records of customer interactions and transactions.
FOREX OFFICER
Raffles Forex Pty Ltd
12.2013 - 01.2016
- Liaised with banks and other financial institutions to facilitate smooth FX transactions
- Conducted research on financial markets, economic trends, and currency fluctuations
- Reported positions or trading results
- Researched new technologies related to automated trading systems in order to improve efficiency of trading operations
- Ensured accurate settlement of FX trades by closely monitoring post-trade activities
- Monitored daily Forex activities and ensured compliance with relevant regulations
- Contacted prospective customers to present information and explain available services.
Education
MASTER OF BUSINESS ADMINISTRATION (M.B.A.) IN INFORMATION SYSTEMS -
Deakin University Melbourne
ELECTRONICS AND INSTRUMENTATON -
Anna University Chennai, India
Skills
- Microsoft Office And Office 365
- Conflict Resolution Expert
- Billing Dispute Resolution
- Billing Systems And Software
- Customer Relations
- Quality Assurance
Timeline
Energy Assist Specialist
Energy Australia
11.2023 - Current
CUSTOMER OPERATIONS BILLING CONSULTANT
Greater Western Water
07.2020 - 11.2023
CUSTOMER RESOLUTION SPECIALIST - SECONDMENT
City West Water
07.2019 - 12.2019
CUSTOMER OPERATIONS SPECIALIST
City West Water
04.2017 - 07.2020
CUSTOMER SERVICE OFFICER
Probe Group Pty Ltd
02.2016 - 04.2017
FOREX OFFICER
Raffles Forex Pty Ltd
12.2013 - 01.2016
MASTER OF BUSINESS ADMINISTRATION (M.B.A.) IN INFORMATION SYSTEMS -
Deakin University Melbourne
ELECTRONICS AND INSTRUMENTATON -
Anna University Chennai, India
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