Varun Monga

Work History

Westpac Bank

02.2023 - 10.2023

Investigating and lodging customer complaints
Trained new team members on scripts, company services, and collection strategies.
Used skip tracing and other techniques to locate debtors.
Maintained high volume of calls and met demands of busy and productive group.
Directed day-to-day collections functions.
Worked in call centre environment handling manual and automatically dialed outbound calls.
Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Counselled debtors on payment options and arranged installment agreements.
Achieved performance goals on consistent basis.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Negotiated to collect balance in full.
Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Processed payments and applied to customer balances.

Medibank

11.2022 - 02.2023

Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records.
Offered advice and assistance to customers, paying attention to special needs or wants.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Developed customer service policies and procedures to meet and exceed industry service standards.
Tracked customer service cases and updated service software with customer information.
Responded to customer requests for products, services, and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.

Bombay Vintage

11.2021 - 07.2022

Correctly calculated inventory and ordered appropriate supplies.
Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
Developed, implemented, and managed business plans to promote profitable food and beverage sales.
Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Carefully interviewed, selected, trained, and supervised staff.
Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
Reconciled cash and credit card transactions to maintain accurate records.
Assisted in development and implementation of new menus to offer variety and options to customers.

Mavaya Optus

12.2020 - 11.2021

Engaged with customers to build rapport and loyalty.
Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Provided positive first impressions to welcome existing, new, and potential customers.
Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Prepared merchandise for sales floor by pricing or tagging.
Answered customer questions about sizing, accessories, and merchandise care.
Helped customers locate products and checked store system for merchandise at other sites.
Managed returns, exchanges and refunds in accordance with store policy.
Generated new sales leads to achieve and exceed monthly sales goals.