Vaishnavi Sammeta
Footscray,VIC
Summary
I am a dedicated customer service with extensive experience in managing high call volumes, resolving customer inquiries, and troubleshooting technical issues. With a focus on First Contact Resolution, I strive to provide clear, effective solutions that ensure customer satisfaction and positive interactions. I maintain detailed records of all customer interactions and collaborate with internal teams to ensure efficient service delivery. Committed to upholding company policies and delivering exceptional service, I am eager to apply my skills in a customer support to contribute to your team’s success and improve customer experiences and technical support.
Overview
4
4
years of professional experience
Work History
Admin and Asset Management
NOW Finance
10.2022 - Current
- Managed a portfolio of overdue accounts, working directly with clients to negotiate payment plans and resolve financial difficulties
- Contacted debtors via phone, email, and letters to negotiate payment arrangements and resolve overdue balances
- Assessed clients financial situations by reviewing income, expenses, and outstanding debts to create realistic and manageable repayment plans
- Provided financial counseling to customers facing hardship, helping them understand their options for managing debt, and recommending appropriate solutions such as payment deferrals, restructuring, or settlement agreements
- Advised customers on their rights and responsibilities, ensuring they were informed about the potential consequences of non-payment, including possible legal action and repossession of assets
- Coordinated with customers experiencing financial hardship to offer tailored solutions, including hardship programs and temporary payment relief
- Handled repossession cases by working with legal teams and third-party agencies to manage the return of assets in accordance with company policy and legal requirements
- Maintained accurate records of all customer interactions, agreements, and payment schedules using CRM and collections software
- Provided regular reports to senior management on the status of collections, financial hardship cases, and repossession outcomes
Customer Service and Technical Support
Probe Group
03.2022 - 09.2022
- Provided technical support to customers via phone, email, and live chat, assisting with troubleshooting and resolving hardware, software, and network-related issues
- Guided customers through step-by-step solutions for technical problems, ensuring a clear understanding of the process and maintaining customer satisfaction
- Diagnosed and identified technical issues, performing in-depth analysis and offering solutions or recommending alternative actions for resolution
- Assisted customers with product setup, installation, and configuration, ensuring products functioned as expected and troubleshooting any challenges encountered during the process
- Managed customer inquiries related to product functionality, system errors, software bugs, and compatibility issues, providing efficient and accurate resolutions
- Documented and tracked customer interactions in the company’s CRM system, ensuring that all technical support issues were logged and followed up on appropriately
- Collaborated with internal teams, including product development and engineering, to escalate and resolve complex technical issues
- Maintained up-to-date knowledge of product features, technical specifications, and software updates to provide accurate and effective support
- Provided feedback to management on common customer issues and technical trends to help improve product functionality and support processes
Customer Service Representative
Probe Group
03.2021 - 02.2022
- Responded to incoming customer inquiries, providing timely and accurate information while ensuring all details were captured in the system for effective issue tracking
- Delivered First Contact Resolution by addressing and resolving customer concerns on the initial call, ensuring high levels of customer satisfaction and reducing repeat inquiries
- Managed high call volumes with efficiency, maintaining service quality and resolving issues in a fast-paced environment
- Collaborated with internal teams to ensure the prompt and accurate delivery of products and resources to customers, resolving any issues that may delay service
- Provided exceptional customer service, creating positive interactions by addressing concerns, offering solutions, and ensuring a smooth customer experience
- Handled cash register balancing, ensuring accurate drawer counts and availability of change to facilitate smooth transactions during customer payments
- Addressed service-related inquiries and assisted customers in resolving debt issues, working proactively to manage accounts and guide them through available options
- Adhered to company policies and procedures, taking responsibility for work conditions and operational efficiency to maintain high standards of service
Education
Master of Information Technology - Computer Networking
Central Queensland University
Melbourne, VIC05-2021
Bachelor of Project Management - Project Management
Central Queensland University
Melbourne, VIC05-2021
Bachelors of Technology - Electrical, Electronics And Communications Engineering
KLUniverisity
India05-2018
Skills
- Technical Troubleshooting
- Customer Service Excellence
- Effective Communication
- Record Keeping & Documentation
- Time Management
- Adaptability
- Problem Solving and
- Critical Thinking
Timeline
Admin and Asset Management
NOW Finance
10.2022 - Current
Customer Service and Technical Support
Probe Group
03.2022 - 09.2022
Customer Service Representative
Probe Group
03.2021 - 02.2022
Master of Information Technology - Computer Networking
Central Queensland University
Bachelor of Project Management - Project Management
Central Queensland University
Bachelors of Technology - Electrical, Electronics And Communications Engineering
KLUniverisity
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