WULINA PANKAJ KODE
Sydney,NSW
Summary
As a seasoned professional in customer service and account management, I bring over five years of expertise in customer engagement, sales and marketing, honed both in Australia and India. My skill set is comprehensive, including proficiency in face-to face client interactions and mastery of CRM systems such as Salesforce, SAP, ORACLE, Masterdata. I am dedicated to delivering solutions that elevate customer satisfaction. Colleagues and clients alike recognize me for my exceptional interpersonal skills, my adaptability to diverse situations, and my proactive "can-do" attitude. My track record is marked by consistent success in meeting business objectives and fostering enduring client relationships.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
ECOLAB LTD
Sydney , New South Wales
05.2023 - Current
- Effectively managing fast paced tasks for the customer service department across multiple channels to address complaints and provide effective solutions to their business concerns.
- Proficiency with a variety of Customer Relationship Management (CRM) platforms namely MASTERDATA and SAP while entrusted with the responsibility of handling order processing/management, monitoring and reporting on order quality metrics.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managing approximately 50 incoming queries that includes calls and emails per day from customers
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Trained new hires, sharing best practices for delivering outstanding customer experiences consistently.
Sales Supervisor
WOOLWORTHS Ltd
Sydney, New South Wales
03.2022 - 05.2024
- Managing customer service area with precision, while providing supervision and guidance to team members, leveraging additional privileges granted in the role of Supervisor
- Achieved rapid promotion from Team member to Supervisor in under 5 months, demonstrating exceptional leadership and commitment.
- Conducted regular training sessions to enhance team's sales skills and product knowledge.
- Resolved customer complaints and issues promptly to maintain a high level of service quality and maintaining current knowledge of consumer preferences.
Investigation Executive
PROBE GROUP
03.2022 - 03.2023
- Providing consultative services via inbound and outbound calls, emphasizing solutions aimed at minimizing customer effort, enhancing satisfaction, and effectively managing complaints.
- Proficiently utilized Salesforce CRM for comprehensive case management, scheduling and meticulous tracking of client interactions.
- Rapidly promoted to oversee all medical inquiries for one of the client HealthWorld within 3 months, recognizing exceptional analytical abilities and high-performance levels.
- Established long-term client relationships through consistent delivery of high-quality products and services.
Marketing Intern
NILFISK PTY LTD
03.2018 - 06.2018
- Collaborating with the agency to coordinate all dealer-related marketing materials and contribute to the creative development of quarterly campaigns for Nilfisk brands. Additionally, supporting the Marketing Manager in orchestrating new product launches and overseeing the end-to-end management of product catalogues.
- Facilitating seamless communication and coordination among various departments, vendors, and verticals to ensure efficient operations.
- Developing effective business strategies and presenting insights to market a diverse range of products and achieving established sales and profit objectives.
- Executing promotional activities aimed at driving sales initiatives and realizing business objectives within the operational framework.
Distribution Channel Manager (Prepaid) & Executive Trainee - Retail (Postpaid)
VODAFONE INDIA
09.2014 - 07.2015
- Collaborated with the distribution and retail team to supervise the sales of both prepaid and postpaid business segments, while ensuring efficient client service through email communication and team meetings to attain optimal solutions.
- Developed and executed impactful sales strategies based on market dynamics and communication trends.
- Leveraged Oracle CRM and BSCS software to manage client accounts and address complex business challenges.
- Demonstrated proficiency in team management and leadership, resulting in the successful implementation of business plans.
- Provided comprehensive training to channel partners and established strong relationships with dealers across all business activities.
- Consistently met sales targets and conducted team meetings for performance reviews and traveled for face-to-face meetings with customers and partners to foster key relationships.
- Earning accolades as a Net Promoter Score(NPS) Star for outstanding customer service.
Marketing Intern
Media Pro India Pvt. Ltd
05.2013 - 07.2013
- Collaborated closely with the Marketing team to assess the market reach of Multi System Operators across the Delhi and Chennai regions of India.
- Thrived in an independent work environment, utilizing a solution-oriented approach to analyze extensive Excel reports essential for project evaluation.
- Generated comprehensive Microsoft Excel reports illustrating the penetration of High-Definition Standards (HD) and Average Revenue Per User (ARPU) within these regions, accompanied by visually informative representations. These reports were successfully integrated into the organization's operations, contributing to strategic decision-making processes.
Education
Master of International Business - Business
Macquarie University
Sydney, NSW06.2018
MBA - Marketing
Chetana's Institute of Management And Research
Mumbai , India06.2014
Bachelor of Computer Application -
Shreemati Nathibai Damodar Thackersey University
Mumbai, India04.2012
Skills
- Proficient in industry-specific software
- Strong verbal communication
- Mentoring proficiency
- Analytical thinking and decision-making
- Customer relations
- Problem resolution
- Team development
- Microsoft Office Suite
- Customer relationship management (CRM)
- Business development
- Sales expertise
- Sales closing
Languages
English
Full Professional
Hindi
Professional Working
French
Elementary
Timeline
Customer Service Officer
ECOLAB LTD
05.2023 - Current
Sales Supervisor
WOOLWORTHS Ltd
03.2022 - 05.2024
Investigation Executive
PROBE GROUP
03.2022 - 03.2023
Marketing Intern
NILFISK PTY LTD
03.2018 - 06.2018
Distribution Channel Manager (Prepaid) & Executive Trainee - Retail (Postpaid)
VODAFONE INDIA
09.2014 - 07.2015
Marketing Intern
Media Pro India Pvt. Ltd
05.2013 - 07.2013
Master of International Business - Business
Macquarie University
MBA - Marketing
Chetana's Institute of Management And Research
Bachelor of Computer Application -
Shreemati Nathibai Damodar Thackersey University
Hobbies and Interests
Volunteering, Classical Bharatnatyam Dancing, Cooking, Language Learning (Currently French)
CONTACT
- PHONE: +61-0452588906
- EMAIL: wuulinakode@gmail.com
Similar Profiles
Aaron StewartAaron Stewart
District Manager at Ecolab LtdDistrict Manager at Ecolab Ltd
SYED MOHAMMED AZHAR ABBAS NAQVISYED MOHAMMED AZHAR ABBAS NAQVI
India Operations Support Lead at Ecolab (Ecosure) -The Brand Protection Division of EcolabIndia Operations Support Lead at Ecolab (Ecosure) -The Brand Protection Division of Ecolab
Jacob FlorendoJacob Florendo
Service Specialist at EcolabService Specialist at Ecolab
Raj PatilRaj Patil
Relationship Manager at Kotak Mahindra Bank LtdRelationship Manager at Kotak Mahindra Bank Ltd
Holly MerryfullHolly Merryfull
Receptionist at MD ImagingReceptionist at MD Imaging