Customer Service Manager
Resume:
SAMRITY JOSHI
**, ****** **, ****** *******, VIC 3028
Telephone: 041*-**-**** or email: *****************@*****.**.**
CAREER PROFILE
I wish to utilise all of my skills and experience to gain further knowledge and development in my chosen
career. I enjoy working in a challenging environment and to be part of a team. I have an eye for detail, and
like to finish any task that I have undertaken. I would like to continue my career with an organisation that will
utilise my Management, Supervision & Administrative skills to benefit mutual growth and success. I believe I
can be a strong team leader and with proven ability to train and assist those in my care.
EMPLOYMENT HISTORY
Sep 2012 – Nov 2014 Sensis Pty Ltd - 2IC Advertiser Solutions
• Assist the Team Leader with their duties with regards to day to day workload, people management
activities.
• Tasks include managing the team in the absence of Team Leader, performance management,
reporting, mentoring, work allocation, day to day escalations.
• Conducting small training sessions within the team to help colleagues with their performance.
• Administer all responsibilities in conjunction with all the previous duties of an Advertiser Solutions
Consultant.
• Actively participate in special projects, mentoring and coaching sessions, team meetings and events
where required
• Communicating and interacting with colleagues, peers, internal customers and manage team in a
positive and effective manner in Manager’s absence
Aug 2011 - Sep 2012 Sensis Pty Ltd - Advertiser Solutions Consultant
• Consistently deliver exceptional customer service to all customers within the Advertiser Solutions
Team through ownership and end to end resolutions throughout Print and Digital advertising.
• Handling customer’s complaints (TIO, Fair Trading & VCAT), cancellations & changes requests in
regards to their Yellow Pages and Google advertising.
• Work to 100% first call resolution, 24 hours to contact and 48 hour SLA’s for task resolution.
• Ensure all dealings with the customers are professional and are in line with Sensis values &
behaviours.
• Meet and exceed productivity targets as set per campaign.
• Maintain and improve revenue by retaining customers, proactively, through the best possible and
most appropriate advertising options and solutions.
Aug 2010 - Aug 2011 Sensis Pty Ltd - Customer Care Consultant
• Take ownership of customer enquiries and work to SLAs for first contact resolution. Minimise the
transfer of enquiries wherever possible.
• Discuss and explain billing information for Yellow Pages Print and Online advertising.
• Attempt to understand customer issues and gain information on process, product and /or policy issues
in order to find resolutions.
Apr 2009 - Aug 2010 Drake International - Australia Post & Australian Dental Association
• Working on two different assignments, over a period of 17 months
• Whilst working with Australia Post I had a variety of different duties which encompassed data entry
and various administration duties
• Working 2-3 days per week (depending on the work load)
• Proven ability to help out and pick up any work that was handed over demonstrating skills and abilities
of a quick and accurate learner
• Ability to establish strong work relationships within the Australia Post office
• When working at the Australian Dental Association, the majority of this work was data entry, or to fill in
for people who were on leave
• Was on-call for this position, assisting in a variety of assignments
• Demonstrated my ability to learn quickly, on the job and to work unassisted
Oct 2008 - Apr 2009 Rewarding Holidays – Surveyor/Telephonist
• This role was predominately over the phone, so 100% Customer Service conducting various surveys
• Interviewing customers on where they had holidayed
• Conducting surveys on tourism to promote Melbourne and Australia
• Collating information for the company to assist with promotion
• Explaining accommodation and providing discount vouchers
• Ability to quickly build rapport and provide information
Mar 2009 - May 2009 Datacom – Technical Support Specialist
• Attending inbound calls for Bigpond ADSL and Cable Customers
• Proven ability to demonstrate knowledge from tertiary education
• Resolving internet and email issues and helping in system configuration
• 100% Customer Service focused over the phone
• Answering any problems computer issues
• Explaining to customers how to use services and features
Sep 2006 – Sep 2008 IBM - Member of the Advance Support Group of Hewlett Packard
• Attending inbound calls for Hewlett Packard printers and cameras
• Resolving software and hardware queries for printers and cameras
• Selling products to customers based on their needs while resolving queries
• 100% Customer Service focused over the phone
• Assisted with taking off remote access to customers
Jul 2005 - Sep 2006 Vodafone Pty Ltd – Customer Service Representative
• Making outbound calls and providing online support to assist customers to pay their bills
• Resolving queries and issues and providing detailed bill information
• Ensuring excellent services in order to retain Vodafone customers
• Handling customer complaints and providing solutions
• Proven ability to negotiate with customers to ensure better quality service
• Maintain ongoing service with existing clients
• Collections and retention role, understanding customer’s needs
• Explaining new payment plans
• Assist with any escalated problems or issues, offering alternative solutions
ADDITIONAL SKILLS
• Punctual, reliable and hardworking
• Strong Leadership and Training abilities
• Organized, attentive with excellent time management skills
• Honest, loyal and hardworking
• Strong customer service skills
• Excellent communication skills
• Attentive, detailed and enjoys a challenge
• Win-win attitude and accountability
• Result oriented
• Ability to achieve any target set
• Teambuilding & Supervision
QUALIFICATIONS
• 2006 Bachelor of Arts, Delhi University, India.
• 2004 Diploma in Information Technology, NIIT India
• 2008 Trained in IBM mainframes, exchange servers and RACF (Resource Access Control Facility)
IBM (On Job Training)
• 2011 Diploma in Business Management, Australian Institute of Technical Training
REFERENCES
Mrinal Mathew
Manager – Advertiser Solutions VIC
(03) 8546 4256
******.******@******.***.**
Justin Fawcus
Team leader – Advertiser Solutions VIC
(03) 8546 4265
*****.******@******.***.**
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