Customer Service Data Entry

SHYREEN GEETA PRASAD

*** ****** ***,

SOUTH SAN FRANCISCO, CA

Mobile: 650-***-****

Email:*************@*****.***

DOB: 07/11/1977

PERSONAL SUMMARY

Knowledgeable and innovative Customer Service Consultant, data entry, finance, sales, and marketing professional; whose success is based on exceptional customer service, efficiency, and ambition. A self-motivated professional who is highly proficient in developing creative solutions and implementing objective decision-making. Maintains a positive attitude and works hard to build team relationships.

Having a proven ability to drive out inefficiencies through process improvement. Excel at compiling a verifying data accuracy and integrity while also identifying and correcting errors to ensure maximum accuracy.

Now looking for a new and challenging position in customer service, oversee the activities of a complaints resolution consultant, develop customer service policies and procedures, and ensure consistent customer satisfaction.

Customer Service Consultant/ Accounts Manager at Handy Construction Team Inc. January 2011- February 2023. Operation of a successful Construction Site D

Dealing with incoming calls from clients, processing payroll from the Company’s account, Advertising, and Internet accountability for incoming Job offers.

Consider some ways to improve business via advertising, and calling up clients for offers and questions.

Reception, answering incoming calls, scheduling appointments with Clients, interacting with banking and accounting.

Collaborating with Construction firms to infuse style sophistication into their buildings.

Marketing Construction Services directly to existing clients.

Reach of Interior design and their spaces to social media platforms.

Administrative Tasks and support to the Company.

Bookkeeping and handling employee payroll.

Personal Banker/ Guest Service Agent at Bank of America (Foster City CA, Laurelwood Branch Banking Center San Mateo CA) November 2006- December 2010.

Duties: Representing Personal Clients/ Merchant and Business Clients.

Ensuring the smooth running of basic banking transactions.

oLooking after the short-term and long-term funding requirements of individual customers.

oAdvising clients on mortgages and raising loans.

oBuilding relationships with high-net-worth individuals.

oAnswering any financial and banking queries.

oProviding advice on investments.

oAlways Maintaining a professional image.

oPutting into effect new procedures and policies passed down from the Teller services to Personal Banking.

oHandling customer queries face-to-face, over the phone, or via correspondence.

oMarketing new financial products or services.

oAnalyzing financial reports.

Presenting information clearly to customers, work colleagues, and third parties.

oRepresenting the bank within the local community.

oVerifying customer data to detect and identify financial fraud.

CSL - AMP Corporate Super Contact Centre- Team 2 (May 2005 Aug 21st, 2006)

Provided real-time floor support to consultants and assisted in resolving customer/Employer or advisor queries.

Helped improve the knowledge, quality, and performance of the Team to meet and exceed customer expectations.

Provided support to the Team Manager in managing the team.

Efficiently handled complaints and provided coaching and Upskill training.

Mentor - AMP Corporate Super Buddy Program (2005 & 2006)

I completed 6 weeks of the Coaching Program with 2 New starters.

Identifying the learning styles of the buddies.

Establishing behavior and knowledge gaps.

They provided coaching and effective feedback with guidelines and tools for positive impact. Monitor progress and set effective and realistic goals.

Providing buddies with a post-coaching plan so their results can be consistent.

Reporting to respective Team Managers and CSLs on the progress, outcome, and next steps.

Employee of the Month JULY 2006

I was awarded the Employee of the Month for outstanding achievements and performance.

Acting Customer Service Lead - AMP Corporate Super Team 1- March 2006

Provided floor support to Contact Centre staff.

Support the development of staff through feedback and coaching.

First point of contact for escalation calls.

Complaints handling.

Maintain an expert level of knowledge regarding corporate products and processes and be informed of any changes that impact the Contact Centre

Sending out Comms to teams for any process/product amendments and alerts.

Assist with Real-Time Management and queue monitoring.

Extract Data for analysis and reporting purposes.

WORK EXPERIENCE

Customer Service Lead - AMP Corporate Contact Centre- 15th May 2005 -21st August 2006.

Provided real-time support to team members to ensure a consistently high level of responses to customers and advisors.

Deal with escalated customer complaints and issues daily.

Supported the mentoring of consultants to foster the development of a customer advocacy culture,

focusing on delivering 'whole of customer' and 'needs-based' conversations by the Contact Centre capability framework,

Actively managed the skills and capability of Consultants through the Contact Centre skills matrix, ongoing training, and support.

Implemented initiatives aimed at encouraging customers and advisers to self-service (as applicable). Actively supported the implementation of change programs across the respective teams.

Conducted discretionary customer advocacy quality checking and provided feedback to the Team Manager for coaching to consultants.

Proactively fostered collaboration between teams by liaising and forming close working relationships with other Customer Service Leads

Customer Service Consultant/ Reservations Officer- SONAISALI ISLAND RESORT FIJI ISLANDS -January 10th, 2001- July 26th, 2005

Handling International/local calls for Reservations, and inquiries from personal clients, employers, and management.

Reservation Officer, expert bookings, and confirmation.

Credit card transactions over the phone.

Identify customers' needs, clarify information, and book hotel stays.

Build sustainable relationships and engage customers by going the extra mile. Frequently attend huddles and trainings to improve knowledge and performance level.

Meet personal/team qualitative targets.

Assisted in customer relationship duties - providing floor support and generating stats and reports.

FRONT OFFICE MANAGER- SMUGGLER’S ISLAND RESORT FIJI ISLANDS

Team Leader Inventory- Data Entry (August 15th, 2000- January 1st, 2001)

Train and manage a team of inventory control staff. Maintain and update inventory records through Reservations/ Data Entry/ Marketing & Communications Coordinator/Team Leader Telemarketing and managing front office staff.

Supervise and direct the marketing workflow, assign job tasks, facilitating interdepartmental communications, and managing external communications. Development and refining marketing goals, pricing strategies, promotional activities, and branding in consultation with the company's Director and clients. Entering high volumes of error-free information/order entries into various databases.

Duties:

•Ensuring top-notch completeness, accuracy, and compliance while inputting large volumes of data into the company's database using specific software.

• Preparing and sorting documents for data entry.

• Work with company supply chains to make sure that inventory is on route.

• Ensuring that inventory records are always accurate.

Resolving discrepancies in information and obtaining further information for incomplete documents.

• Guide and support a group of telemarketers as they complete the task of outbound tele sales.

• Ensure that TMs have a clear understanding of performance expectations.

• Act as the main point of reference for the team for queries and escalation.

Banking Industry - Australia & New Zealand Banking Co-operation (Fiji)

• Opening new bank accounts for individuals and companies.

• Responsible for cash management.

KEY SKILL:

Mentoring skills in influencing and growing Consultants with a strong customer-centric culture

Strong understanding of the regulatory and compliance regime for financial

Good all-round Financial Accounting and Banking Knowledge.

Experience in Marketing & Communications.

Customer Services.

Proficient use of Microsoft Office.

Leadership capabilities.

Data Entry into CRM/SAGE300/ACCPAC.

Motivate people.

Record keeping & multi-tasking.

Time Management.

Results Orientation.

Strong written and verbal communication skills.

ACADEMIC QUALIFICATIONS

Courses: - AMP people leader program.

1. Emerging Leaders Program - Successfully Completed

2. Leadership Fundamentals - Module 1- Motivating for Performance

3. Leadership Fundamentals - Module 2 - Ambitious Goal Setting

4. Leadership Fundamentals - Module 3 - Effective Conversations

1. New Zealand Pacific Training Center

Diploma (Certificate: Box Hill Institute) - Financial Services -Banking-1998-2000 (Nadi, Fiji)

2. Shri Vivekananda High School

Fiji School Leaving Certificate-1996 (Nadi, Fiji)

3. Shri Vivekananda High School

Fiji Junior Certificate -B Level-1994 (Nadi, Fiji)

REFERENCES - available on request.

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