Vishnu Bassi
Wollert,VIC
Summary
Dynamic Customer Service Representative with proven success in complaint resolution and relationship building. Achieved a 95% quality assurance score while managing complex inquiries and ensuring compliance.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Khakh Smash Repair and Insurance
Epping, VIC
11.2023 - Current
- Contact Centre Operations
- Complaint Resolution
- Financial Services / Superannuation Support
- Phone, Email & Live Chat Communication
- Relationship Building
- Problem Solving
- CRM Systems (e.g., Salesforce, Zendesk, etc.)
- Compliance & Data Privacy Awareness
- Team Collaboration
- Managed 60–80 inbound calls daily regarding account enquiries and transactions
- Resolved complex customer issues while maintaining 95%+ quality assurance scores
- Handled escalated complaints with professionalism and empathy
- Provided general financial product information in line with compliance guidelines
- Achieved 92% first call resolution rate
- Collaborated with internal teams to ensure accurate and timely case outcomes
Accountant
Just Fresh Pvt Ltd
Epping, VIC
03.2021 - 10.2023
- Prepared financial statements and reports to ensure compliance with accounting standards.
- Managed accounts payable and receivable processes, enhancing cash flow management.
- Conducted monthly reconciliations of bank statements and general ledger accounts for accuracy.
- Assisted in budgeting and forecasting activities to support financial planning initiatives.
- Utilized accounting software to streamline reporting processes and improve data accuracy.
- Monitored expense reports to identify discrepancies and ensure adherence to company policies.
- Handled day-to-day accounting processes to drive financial accuracy.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Played key role in financial planning and analysis, contributing to company's long-term financial strategy.
Education
Accounting
Federation University Australia
VIC06.2019
Bachelor of Professional Accounting - Accounting
Guru Nanak Dev University
Amritsar, Punjab, India04.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call experience
- Conflict resolution
- Complaint handling
- Computer proficiency
Accomplishments
- Managed 70+ inbound calls daily, resolving general and complex member enquiries regarding account balances, contributions, and transactions.
- Achieved 95%+ Quality Assurance scores by providing accurate information in line with compliance and policy guidelines.
- Maintained a 90%+ First Call Resolution rate by effectively diagnosing issues and delivering clear solutions.
- Reduced escalations by 25% through proactive complaint management and empathetic communication.
- Consistently met or exceeded KPIs for call handling time, customer satisfaction, and response accuracy.
- Handled high-volume periods while maintaining professionalism and service excellence.
- Recognised by team leaders for strong listening skills and ability to de-escalate complex customer concerns.
- Successfully resolved escalated complaints with a calm, solution-focused approach, maintaining positive customer relationships.
- Improved customer satisfaction scores by delivering clear, empathetic, and accurate communication across phone, email, and chat channels.
- Built strong rapport with customers by actively listening and tailoring solutions to individual needs.
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional
Interests
- Yoga
- Passionate about balancing physical health with mental and emotional wellness
- Gym Workouts
- Getting involved in local advocacy groups to promote positive change in the community
- Volunteer Work
- Community Cleanup
- I participate in a variety of outdoor recreational activities
Timeline
Customer Service Representative
Khakh Smash Repair and Insurance
11.2023 - Current
Accountant
Just Fresh Pvt Ltd
03.2021 - 10.2023
Accounting
Federation University Australia
Bachelor of Professional Accounting - Accounting
Guru Nanak Dev University