Swetha Sole
Pointcook,Australia
Summary
Knowledgeable and dedicated Customer Service professional with extensive experience in Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Senior Customer Service Consultant
Medibank - Docklands
Melbourne, VIC
05.2018 - 04.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Retail Pharmacy Assistant
Chemist Warehouse Melbourne
Melbourne, VIC
05.2015 - 05.2018
- Communicated instructions to patients or caregivers about proper use and storage of drugs.
- Organized client information into correct profiles while maintaining confidentiality.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Operated cash register and performed front counter tasks to facilitate daily operations.
- Answered customer phone calls to address questions and provide assistance with prescriptions.
Customer Service Assistant
Coles Supermarket
Melbourne, VIC
08.2009 - 05.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
HR Administrator
GI Careers Consultancy
Visakhapatnam, Andhra Pradesh
05.2007 - 05.2008
- Updated HR database with new employee information, changes in benefits and other details.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Organized company-wide events designed to boost employee morale.
HR Recruiter
Aegis Technologies Consultancy
Hyderabad, Andhra Pradesh
09.2004 - 05.2007
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
- Operated as trusted advisor and subject matter expert to build strong and credible relationships with senior leaders, hiring managers and critical stakeholders.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Consulted businesses on successful recruiting and retention practices to help minimize turnover.
- Verified applicant references and employment details.
Education
Master of Science - Information Systems
Federation University
Ballarat, VIC 02.2010 - 11.2012
Diploma of Management - Management
Cambridge International College
Melbourne, VIC 04.2010 - 11.2010
Certificate III in Frontline Management -
Cambridge International College
Melbourne, VIC 02.2010 - 04.2010
MBA - Human Resource Management
Andhra University
Andhra Pradesh, India 02.2002 - 02.2004
Skills
Interpersonal communications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Consultant
Medibank - Docklands
05.2018 - 04.2022
Retail Pharmacy Assistant
Chemist Warehouse Melbourne
05.2015 - 05.2018
Diploma of Management - Management
Cambridge International College
04.2010 - 11.2010
Master of Science - Information Systems
Federation University
02.2010 - 11.2012
Certificate III in Frontline Management -
Cambridge International College
02.2010 - 04.2010
Customer Service Assistant
Coles Supermarket
08.2009 - 05.2015
HR Administrator
GI Careers Consultancy
05.2007 - 05.2008
HR Recruiter
Aegis Technologies Consultancy
09.2004 - 05.2007
MBA - Human Resource Management
Andhra University
02.2002 - 02.2004
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