Customer Service Data Entry

Shreya Kasaraneni

VICTORIA, Australia

Mobile: 043*******

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

CAREER OBJECTIVE

A highly resourceful, flexible, competent, motivated, enthusiastic individual with experience of working as a team within a target-oriented and busy environment. A quick learner who can absorb new ideas, be well organized, proactive, approachable and possess considerable amount of knowledge regarding administrative and office procedures.

Looking for a further career advancement opportunity which provides challenging and congenial work environment and freedom to perform, learn and excel where my years of progressive experience can add value to a customer-centric team.

KEY SKILLS AND COMPETENCIES

AREAS OF EXPERTISE

Customer Service

Data Entry

Administrative Support

Office Procedures

Presentations

Sorting Mails

SERVICE/ADMINISTRATIVE AND PERSONAL ABILITIES

Possess years of Experience in Call Centre Industry and Customer Service associated with Administration work as well.

Comprehensive knowledge of Microsoft Word, Outlook, Excel and Creating presentations.

Possess good Organizational skills, strong presentation and analytical skills with a very friendly attitude.

Superior communications skills in dealing with customers and co-workers with the ability to multitask and manage conflicts. Both verbal and written skills are strong.

Initiative & self-motivative and have high energy levels to work hard and cope under pressure.

A high degree of flexibility and adaptability to meet business needs.

Achieving Targets such as Highest number of calls, Average talk time, Wrap time and meeting KPI requirements on a regular basis.

Can work autonomously as well as under supervision in an effective and timely manner maintaining high attention to detail.

Highly efficient working in a multitasking dynamic environment with problem solving and ability to prioritize tasks.

ACADEMIC QUALIFICATIONS

2017 Bachelors of engineering from JNTUH India.

EMPLOYEMENT HISTORY:

1.PROBE - ORIGIN

Period: May 2023 - Till Date

Position held: Collections Agent - Hardship (Energy Specialist)

As the first point of contact representing the face of the Organization, providing exceptional customer service for all electricity and gas inquiries.

Helped customers set up payment plans according to their state’s regulations.

Depending on the type of enquiry either retaining and solving the customer’s enquiry after completing the identification process or appropriately transferring the call to the right department.

Understanding the customer’s query utilizing best listening skills and resolving the enquiry creating the best possible customer experience, also at the same time aiming at meeting all KPI’s on an average

Handling all inquiries from basic updates on the customer’s account, payment extensions and plans for customer convenience to move-in’s and move-out’s by following the Business Policies and Procedures, finding the NMI and/or MIRN from the address given by customer, providing outages/faults details following scripts and guidelines as required by the business.

Finally aiming at the best possible customer experience with meeting KPI’S and following all procedures as per guidelines, taking care of identification process, also concentrating on Quality and Perfection of information given.

Recorded all details of customer interactions in accordance with standard operating procedures.

Recognized and forwarded high-priority issues.

Deliver precise and prompt answers to incoming inquiries.

2.LINK GROUP - AustralianSuper

Period: March 2023 – Sep 2023

Position held: Customer Service Representative

Providing an exceptional member experience through outstanding customer service on both inbound and outbound calls.

Ensuring efficient and effective query resolution by anticipating member needs and taking responsibility for resolving issues on the first call.

Investigating and taking responsibility for resolving complex member queries.

Exhibiting expertise in funds, processes, and procedures.

Meeting all Key Performance Indicators (KPIs).

Actively contributing to the team and team meetings by sharing ideas and celebrating the achievement of team goals.

Collaborating with leaders to enhance personal capabilities and develop skills through assigned responsibilities and projects.

Assisting leaders and colleagues in achieving results and working collaboratively with your immediate team within the Contact Centre and the wider MUFG Retirement Solutions group.

Provided guidance on superannuation policies assisting member make informed choices.

Maintained comprehensive records of member interactions, enquiries and resolutions.

Identify and analyse member concerns, seeking effective solutions and escalating complex issues to the appropriate department when necessary.

Proven ability to show empathy and resilience when managing challenging or sensitive calls.

Demonstrated ability to resolve complex problems and provide innovative solutions.

Ability to work under pressure while meeting target levels, coupled with a willingness to receive feedback and a commitment to professional development.

Maintained proper record of details handled in calls

Verified customers before providing the information.

3.PROBE

Period: Feb 2023 - March 2023

Position held: Customer Service Representative (COLLECTIONS)

Negotiated with key clients to establish accelerated payment terms, resulting in a 30% improvement in cash flow from operations.

Drove the adoption and training of the Collections Management System (CMS), improving team productivity by 50%.

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Used SNOW to get in touch with other teams and find the appropriate solution for the customer needs.

Take payment information and other pertinent information such as addresses and phone numbers

4.SALAM NAMASTHE – INDIAN GROCERY STORE

Period: Dec 2022 - Feb 2023

Position held: Retail sales assistant

Greeting customers who enter the shop.

Be involved in stock control and management.

Being responsible for processing cash and card payments.

Balancing cash registers with receipts.

Dealing with customer refunds.

Keeping the store tidy and clean, this includes hovering and mopping.

Receiving and storing the delivery of large amounts of stock

Keeping up to date with special promotions and putting up displays.

Strengths

Good team player

Ability to motivate and manage a team

Innovative, creative, punctual and responsible

Willing to try new ideas

Build strong relationship

Attention to detail

Help create a cooperative and uplifting workplace.

Maintains service quality under pressure.

Capable of working independently, taking initiative to identify solutions, prioritizing tasks, and exercising discretion.

Proficient typing skills and strong computer literacy.

Technologies

CRM

PEGA

SNOW

Live Chat

SLACK

Microsoft Office 365

Sales Force

Kraken

STRIPE

Availability: All days a week

Available for start: Immediately

Contact this candidate