VASUDHA PATI
Truganina,Australia
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Ability to handle challenging work, and excellent time management skills. Energetic Associate offers customer service and resolution expertise paired with outstanding time management and multitasking skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Associate
MLC Life Insurance
Truganina, VIC
04.2017 - Current
- Sets stretch targets with Service Centre Manager and Coach and focuses on continually improving own competence in order to provide a quality adviser and client experience
- Works effectively with other links in the service chain so that the adviser and client experience of MLC is that we are easy to do business with.
- Contributed to company’s highest quarterly customer satisfaction (CSAT) and consistently earned an “above average” or “excellent” on call quality evaluations
- Train and assist entry-level customer service officers by helping them improve listening skills, communication, and multitasking abilities
- Experience in delivering an exceptional customer experience with high success rate of first call resolution
- Experience in high typing accuracy, grammar and spelling
- Experience managing difficult and aggressive customers and troubleshooting complex enquiries.
- Provided customer service support for inquiries, complaints, and returns.
- Trained new associates on operations, policies, and procedures.
- Participated in weekly team meetings to discuss sales goals and strategies.
- Ensured compliance with company safety regulations at all times while on the job.
- Built relationships with customers by providing friendly customer service.
- Built and maintained relationships with peers and upper management to drive team success.
- Supported management team to facilitate task completion and meet performance goals.
- Gathered data to incorporate into reports and presentations.
- Participated in the development of change management plans to ensure successful implementation of organizational changes.
- Collaborated with stakeholders and project teams to identify and analyze business requirements for new projects and initiatives.
- Developed effective communication strategies to inform users about changes in processes, systems, policies, procedures, and other aspects of the organization.
- Assisted in designing training programs to help employees understand the impact of organizational changes on their roles.
- Created reports outlining key metrics related to change management activities such as adoption rates and user satisfaction surveys.
- Conducted research and gathered feedback from stakeholders regarding proposed changes within the organization.
- Provided support during testing phases by troubleshooting issues that arise due to changes in business processes or system configurations.
- Analyzed data collected from stakeholder interviews, surveys, focus groups. to assess current levels of engagement with organizational changes.
- Drafted documentation for internal use such as best practices for implementing change management solutions.
- Advised senior leadership on potential risks associated with planned changes within the organization.
- Evaluated existing change management processes to identify areas for improvement or optimization.
- Monitored progress throughout change management lifecycles to ensure timely completion of tasks according to deadlines set forth by stakeholders.
- Facilitated meetings between stakeholders and team members regarding status updates on ongoing projects or initiatives.
- Assisted team members in developing an understanding of different types of change management techniques.
- Maintained records related to all change management activities performed by the team.
- Managed training in regards to staff development, change management and technical operations and controls.
- Implemented unique methods and methodologies, which helped reduce and resolve issues.
- Reviewed established procedures to assess areas in need of improvement.
Collections and Customer Service Associate
NATIONAL AUSTRALIA BANK
04.2013 - 03.2014
- Minimise arrears by negotiating maximum payment arrangement with customers while retaining customer/organisation relationships
- Full function credit control, dealing with all debtors to adhere to agreed payment terms
- Liaising internally with key stakeholders in the business
- Minimising the aged debts
- Attending and contributing to monthly meetings
- Ensuring all collections are up to date
- Processing credit checks and credit risk assessments
- Offer a debt prioritisation and counselling service to customer service to customers experiencing financial hardship
- Tact and assertion to recover late payments
- Sorting out payment plans, recording payments and organising customer files
- Handling compliance issues and resolving the customer queries accordingly.
Collections and Customer Service Associate
NATIONAL AUSTRALIA BANK (Through Robert Walters)
05.2010 - 06.2012
- Minimise arrears by negotiating maximum payment arrangement with customers while retaining customer/organisation relationships
- Full function credit control, dealing with all debtors to adhere to agreed payment terms
- Liaising internally with key stakeholders in the business
- Minimising the aged debts
- Attending and contributing to monthly meetings
- Ensuring all collections are up to date
- Processing credit checks and credit risk assessments
- Offer a debt prioritisation and counselling service to customer service to customers experiencing financial hardship
- Tact and assertion to recover late payments
- Sorting out payment plans, recording payments and organising customer files
- Handling compliance issues and resolving the customer queries accordingly.
Customer Service Representative-Accounts Management
FOXTEL
MELBOURNE, AUSTRALIA
05.2011 - 10.2011
- Handling customer enquiries in regards to their Account
- Taking payments and helping customers in choosing their package and upgrading the package.
Telesales Consultant
RED ENERGY
MELBOURNE, AUSTRALIA
09.2009 - 03.2010
- Work closely with Sales Consultant to achieve closure on new and existing accounts
- Achieve daily call targets and monthly sales targets
- Customer Account and Relationship Management
- To provide and maintain, on an ongoing basis, a record of activities, figures, forecasting and any other records which may be required by the Telesales Manager in order to keep up-to date records of sales and performance.
Education
Certificate III in Graphics and Multimedia and Diploma in Digital Media -
UIT Melbourne
12.2011
MBA - Human Resources Management
International School of Business
India01-2004
Bachelors in Computer Science -
India
12.2002
Skills
- Decision-Making
- Attention to Detail
- MS Office
- Complex Problem-Solving
- Customer Service
- Preparing Reports
- Program Support
- Customer Interaction
- Client Engagement
- Production Support
- Performance Evaluations
- Loss Prevention
- New Hire Training
- Time Management
- Work Planning and Prioritization
- Customer Engagement
- Computer Skills
- Project Reporting
- Relationship Building
- Performance Improvement
- Strategy Development
Certification
ITIL Foundation-Service Management, People Cert, 2015-01-01
Accomplishments
- Customer satisfaction (CSAT) and consistently earned an “above average” or “excellent” on call quality evaluations from NAB Bank-2010-2014
- Top performer in team -Employee of the month with consistent performance
- 5 years and 7 years long service awards with MLC life insurance
- OTSUKARE Employee Nomination and awards from colleagues, team leader and managers for the service and work at MLC life insurance.
Languages
English
Full Professional
Hindi
Professional
Telugu
Full Professional
References
References available upon request.
Timeline
Associate
MLC Life Insurance
04.2017 - Current
Collections and Customer Service Associate
NATIONAL AUSTRALIA BANK
04.2013 - 03.2014
Customer Service Representative-Accounts Management
FOXTEL
05.2011 - 10.2011
Collections and Customer Service Associate
NATIONAL AUSTRALIA BANK (Through Robert Walters)
05.2010 - 06.2012
Telesales Consultant
RED ENERGY
09.2009 - 03.2010
Certificate III in Graphics and Multimedia and Diploma in Digital Media -
UIT Melbourne
MBA - Human Resources Management
International School of Business
Bachelors in Computer Science -
India
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