Vinita Amin
Tallawong
Summary
Result-driven professional with a strong background in customer service, end to end payroll processing, compliance, and KYC processes. Proactive and adaptable team player who is open to new opportunities and thrives in dynamic environments. Known for quickly mastering new skills and technologies to deliver exceptional results. Eager to leverage expertise and passion for learning in a challenging role that offers growth and development opportunities.
Overview
15
15
years of professional experience
Work History
Senior Customer Care Specialist
Commonwealth Bank of Australia
11.2021 - Current
- Handling general banking, every day banking, credit card, loan, personal and business account enquiries over phone and chat platform
- Emailing customers with requested documents like account closure letters, owing amount on loans and Credit cards. -Completing KYC refresh for new and existing customer accounts. -Responding to fraud alerts, chargebacks and disputes claims including transaction analysis and transaction monitoring. -De-escalating customer issues with proven conflict mediation and problem-solving abilities. -Communicating with internal team and third parties to control transactional risk and react to issues. -Evaluating data processing applications for institutions to develop regulatory compliance recommendations for existing systems. -Working successfully with diverse group of co-workers to accomplish goals and address issues related to products and services. -Prioritizing and organizing tasks to efficiently accomplish service goals. -Demonstrating self-reliance by meeting and exceeding workflow needs. -Providing excellent service and attention to customers when face-to-face or through phone conversations. -Overseeing integration of required changes into bank operations, proactively identifying and correcting problems.
- Streamlined communication channels for improved customer interaction and faster resolutions.
- Improved customer retention rates by consistently delivering exceptional service experiences.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
SSCO- Store Services, Payroll and Compliance Officer
Woolworths LTD
07.2019 - 11.2022
- To partner with store leadership team to maintain team first culture through recruitment, training and end to end payroll processing, administration including hiring and terminations. -To partner with store leadership team to maintain safe and legally compliant store environment through performance of specialized clerical and office tasks. -The Store Services, payroll and Compliance Officer is accountable for specialized clerical and office tasks that support store leadership team to maintain a safe and legally compliant environment. -This includes applying specialist processes in areas of stock control, payroll & training, finance & admin and environment as per business review. -Assess individual team members against key compliance metrics and provide feedback to Store Manager around recognition and development opportunities. -Collaborate and partner with others to deliver mutually beneficial outcomes. -Ensure great ideas are shared that improve customer and/or team experience in regulated environment. -Deliver accurate, timely rosters to maximize customer satisfaction and ensure that comply with enterprise agreement - Lead team through great role modelling - Coach and recognize team for high performance - Coach team on compliance framework and be clear where can't allow freedom. -Analyzed areas of potential risk to assets, earning capacity and organizational success. -Acquired risk-related data from external and internal resources. -I worked with team to roll out Labor planning project amongst number of stores in Woolworths.
Service Supervisor/Store Service Assistant
Woolworths LTD
09.2011 - 06.2019
- Started as service cashier
- Was promoted to Service supervisor in 2014 and store service assistant in 2015. -Helping to build good customer relations
- Overall care of staff and their well-being. -Handling complaints and queries from customers and staff. -Making daily and weekly sales and performance reports
- Making weekly rosters. -Product management, including ordering, receiving, price changes, handling damaged products and returns. -Team development, facilitating staff learning training and development -Basic computer applications in stores management and material control -Handling payroll under guidance of store services, payroll and compliance officer. -Sorting securities issues and financial responsibilities.
Customer Relation Manager
Australian Business Mobiles
08.2014 - 12.2015
- Take ownership of customer's issues and follow problems through to solution -Keep accurate records and document customer service actions and discussions. -Keep ahead of company's developments and apply best practices to areas of improvement. -Maintain orderly workflow according to priorities. -Approving refunds, replacements and credits for customers, wholesalers and retailers. -Issuing credit notes. -Updating system with new stock. -Printing pick-list and labels. -System used CAPITAL. -Dealing with Australia Post on daily basis as were online business and had deliveries issues starting with non-deliveries to delivery failures, late deliveries, return to sender and amendments on delivery addresses etc. -Making weekly reports of authorized refunds/credits/replacements.
Team Leader
Colorama Pharmaceuticals (Company based in UK) /Worked in India.
03.2010 - 04.2011
- Making performance reports/ managed team of 7. -Answering incoming calls from customer, health card providers, and other stake holders to take orders for pharmaceutical products. -Accurately enter orders into company’s system, ensuring all necessary information is recorded correctly
- Verify product availability, pricing and delivery schedules to meet customer needs and expectations. -Identify opportunities to upsell or cross-sell additional products or services to customers, maximize sales and revenue potential. -Manage relationship with non-spending accounts, proactively reaching out to engage with customers and cultivate new business opportunities
- Develop strategies to convert non-spending accounts into active customers and increase sales volume. -Meet or exceed sales target and performance goal set by company, demonstrating strong commitment to driving revenue and business growth.
- Maintained inclusive and diverse team culture, promoting respect and understanding among all members.
Sales Executive
American Computer Connection (Company based in US) / Worked in India.
01.2009 - 02.2010
- Receiving inbound customer calls and resolving customer inquiries -Making outbound calls to promote new products/new services.
- Developed key partnerships, resulting in increased lead generation and cross-selling opportunities.
- Identified upselling opportunities within existing accounts by staying informed about clients'' evolving needs requirements.
Education
Diploma of Business Management -
Carrick Institute
Sydney, NSW01.2014
Diploma of Hospitality Management -
Windsor Institute
Sydney, NSW01.2011
Graduate in Commerce -
M.S University
India01.2009
Skills
- Customer Service
- Payroll processing
- KYC and Compliance
- Attention to Detail
- Team Collaboration
- Organizational skills
- Leadership
- Team work
- Workforce Planning
- Payment Processing
- Order Processing
References
References available upon request.
Timeline
Senior Customer Care Specialist
Commonwealth Bank of Australia
11.2021 - Current
SSCO- Store Services, Payroll and Compliance Officer
Woolworths LTD
07.2019 - 11.2022
Customer Relation Manager
Australian Business Mobiles
08.2014 - 12.2015
Service Supervisor/Store Service Assistant
Woolworths LTD
09.2011 - 06.2019
Team Leader
Colorama Pharmaceuticals (Company based in UK) /Worked in India.
03.2010 - 04.2011
Sales Executive
American Computer Connection (Company based in US) / Worked in India.
01.2009 - 02.2010
Diploma of Business Management -
Carrick Institute
Diploma of Hospitality Management -
Windsor Institute
Graduate in Commerce -
M.S University
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