Customer Service Sales

Curriculum Vitae

Karuna Dayal

** ********* ****** *****: (02) 88349295

The Ponds,NSW 2769 Mobile: 046*******

E-mail: acpk5d@r.postjobfree.com

Personal Profile

A highly talented, accomplished and skilled professional with diverse

knowledge of handling office and customer service tasks, who is looking for

a challenging position that would utilise her exceptional administrative

skills and experience in a renowned organization. Prior to last position, I

worked in customer service roles in call centre and retail environment, in

reputed organisations like Survey Talk and Woodland Pacific Ltd. in NZ.

Currently seeking to secure a challenging Customer Service/Administration

Representative position in a Fast pace environment

Career Profile

Sound knowledge of fitness industry

* Very well acquainted with the fitness industry environment with genuine

passion for and interest in physical fitness.

* Experience in a variety of tasks including expanding the client base,

preparing client data base and follow-ups, payment collection etc.

Ability to work successfully as a member of a team

* Team work is a key part of my current role, which involves working as

part of a busy team, as well as working within the larger site team towards

the successful completion of the projected goals.

Commitment to success in the industry

* Not afraid to share ideas and demonstrate initiatives that boost work

efficiency.

* Willingness to learn new skills and develop both personal and

professional attitude.

* Natural ability to network effectively.

* Tenacity to work under pressure efficiently and accurately.

* Enthusiastic participation in professional development and ongoing

workplace learning.

Excellent communication skills

* Specialist skills in general office management.

* Autonomous control of key client relationships.

* Excellent communication skills at all levels.

* Good understanding of the importance of interpersonal relationship within

and outside organisation that fosters positive work environment.

Employment Summary

Alto Group

02 Dec2014 - 18 May 2015

I was working as warehouse clerk with multi-tasking different roles under

one position. Have experience in working ERA.net system.

Position role and responsibilities

Sharing reception/switchboard, Attending nearly 450- to 500 calls and

diverting to correct consultant.

Loading credits for Auto parts on system nearly making 200 entries per

day.

Picking and packing parts.

Worked in return goods and receiving department.

Dealing with inquiries from customers in regards to invoicing, banking and

emailing.

Looking after morning banking and reconciliation and handling cash.

Les Mills NZ

22 Jan 2007 - 11June 2011

Membership consultant

I was working as Membership Consultant with the renowned international

player in the fitness world at its New Zealand head office in Auckland. My

role includes retaining and expanding the key clients' management,

membership advice, handling complaints, responding to customer enquiries,

invoicing and collecting payments. Principal responsibilities for each of

these projects include:

Fee Management (FM) Consultant Responsibilities

FM-Collection of Membership fees

Regular billing members to obtain payment of due membership fees.

Maintenance of Data in LM member management system.

Data Entry

Invoices, payments

Direct debit, Credit Card, Automatic Payments management

Reports

Letters

FM-Collection of overdue membership fees

Handle a wide variety of credit inquiries

Maintain a pleasant, mature and discreet manner

Remain calm, in control and manage t he situation

Know their position and negotiate from apposition of Power

Listen to hear what members are saying

Persistent, contact the member as often as it takes

Firm and assertive

Know basic maths for quick calculations when negotiating overdue fee

payments

Good Comprehension skills

Letter Writing/Email Skills

Good grasp of English language, grammar and spelling

Communicate clearly, effectively and efficiently

Computer Skills

Solid Computer keyboard skills

Attention to details, ability to self check

Know word, Excel and Email

Fee Management (FM)Duties

Member Contracts

Approving, checking and correction of data entry for member contracts (New

and Transferred)

Member Requests

Processing suspensions, cancellations, restarts, change of personal

information, general inquiries, banking/account changes, overdue fee

payment, lump sum renewals, advance payments, payment of Bay Corp Debt,

returned mail

Direct Debit Billing

Creating EFT files, reports, reconciliation of payments due, error checking

Retries and one off direct debits for overdue accounts

Desk bank operation for transmission of EFT files and downloading of bank

account information

Manual follow up of exceptions, errors

Recording statistical data for measurement and management reporting

Processing of declines

Automatic Payments Billing

Daily bank statement search, reports, cross referencing, reconciliation of

payments

Follow up of exceptions, record-keeping

Credit card Billing

Creating EFT files for MasterCard and Visa for MDI processing,Amex and

Dinners on line billing, reconciliation of payments due, error checking

Decline processing

Record-keeping

Ancillary Billing (PT Rent, Special Billing, Price Rise etc)

Staff barcode maintenance

Error Checking

Customer Service-inbound Calling/Emails

Account and contracts inquiries (Phone, email, letters)

Suspension, cancellation (Legitimate), transfer inquiries

Cancellation "Within Contract" requests and negotiated settlements

Overdue members

Customer Service/Debt Collection-Outbound calling/Emails

Account queries, clarification and confirmation of member requests

Dealing with difficult members

Calling all overdue members every week

Negotiation and arrangement of payment of overdue fees (empathising, with

the business objectives in focus)

Membership retention (Saving membership)

Member satisfaction survey "Low score" returns

Customer Service-Account Inquiries at Reception

Customer Service-Internal (Staff)

Liaising with and assisting Sales, Reception, LMNZ, Other LM Clubs

Reporting

Intranet, email

Member Mail Outs

Overdue members

Reaching end of minimum contract period

Reaching end of suspension

Renewing lump sum members

Confirmation terminations, suspensions

Bay Corp

Liaising on-line, by phone and memo

Processing collections, statements (receiving payment, system updates)

Reporting

Collections analysis, tracking overdue debt

Inbound/outbound department phone calling

File and paper management

Survey Talk NZ

Feb'05 - Dec'06

Call Centre Representative

As a CCR, I worked in a support role, gaining an in-depth knowledge of

quality surveying processes and systems. During the time as CCR, I also

continued to up skill myself and completed the level-2 certificate course

in computer.

* Conducting surveys on various aspects in predominantly in Australian

markets.

* Gathering vital customer feedbacks to support the marketing team.

* Providing adequate information and explanation to the potential

customers.

* Handling clients queries and resolve any issue.

* Report writing

*Customers Feedbacks.

*Outbound calls, mainly to Australian Market.

*Active Listening to customers.

*Explaining & briefing to customers.

Rendell's - Auckland

Jan' 04 to Feb'04-

Sales Representative (Retail)

*Customer care & Relationship

*Handling customers query

*Till operation

*Stock taking

*Re-stocking of shelves to maintain good stock levels

*Housekeeping in accordance with Company policy which include

1. Arranging stock

2. Dusting and cleaning stock and shelves

*Assist retail management at all times for smooth operation.

*Building long term relationship with customers

Woodland Pacific Ltd, NZ

June 2002 - Dec 2003

Sales/Customer Service Representative

My first role in the retail industry included providing general support to

customers in making the best choice. This role enabled me to confirm that I

was interested in a career path in the customer service industry and helped

me to learn required skills and establish myself as most admired customer

service personnel. Job responsibilities included

* Efficient customer service

* Cash handling, banking and petty cash management

* Inventory taking and preparing stock statement

* Assisting retail manager in all functional activities

* Product display and promotion

* Fixing any minor defects in stocks.

*Time management.

Specific Skills & Strengths

Competent communicator - both written and oral form

. Excellent computer skills in Microsoft office - Word, Excel & E-mail

. Able to deal with people from diverse backgrounds

. Supportive team colleague and Flexible team player

. Confident, hard-working employee who is committed to achieving

excellence

. Proactive in all fields.

Educational Qualifications

Diploma in Export & Import Management - International Trade Center Mumbai

(1997 to 1999)

Bachelor of Arts - University of Rajasthan (India)

(1993 - 1996)

Other work experience - India

. Worked for ZCA Computer Institute as a Guidance Counselor for 6 Months

in 2000

. Taught in a Pre- primary School for year 2000-2001

. Worked for Videocon, a major electronics company in India, in

International Exhibition for the launch of their new product as a

Salesperson in 1999

. Worked for my own Exhibition displaying fashion wear, household

articles and furnishing items.

Reference:

Kathy Highland Tel:

(09)3791657

Retention and Fee Management

Regional Manager Extn:

8217

Les Mills Auckland City

Mobile:

186 Victoria Street West (021-*******

Auckland Fax:

(09)3734758

Email:

acpk5d@r.postjobfree.com

Surender Parihar

Web:

Sales Representative www.lesmills.co.nz

Astra Zenaca

Pharmacutical

Macquarie Park Tel:

Sydney 041*******

Email:

acpk5d@r.postjobfree.com

Contact this candidate