Kaushik (Kash) Patel Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Handle all prospect inquiries via web-chat using the SURA sales methodology• Systems testing for Salesforce and New health.• SME representing HCF digital sales team in Salesforce Project Phoenix UAT testing for sales journey and website sales OAF & P2P• Generating and analysing weekly and monthly reports for web chat sales performance.• Reporting on CSAT, conversion and identifying trends of prospect behaviour on path to purchase.• Participated in workshop regarding enhancement of online application form and path to purchase.• Liaising with digital team to provide insights regarding sales trends, feedback regarding websites, online application form.• Worked with content specialist to enhance content web pages for more for you programs and no gap services.• Created Training content for Branch web chat agents and trained branch agents in web-chat. • Created and implemented pre-defined content on Live Engage Platform to increase staff efficiency.• Liaising with LivePerson to custom built reports for web chat sales, campaign performance.• 2IC for sales team for 8 months from Sep 2020 to April 2021• Created Business process documentation for Sales and Web-Chat Team

Sydney, New South Wales, Australia

• Awarded the best outbound team for excellence in service and retention for 2015-16• Monitored calls and metrics, provided feedback, coaching, and reporting on data• Audited, coached, and trained Customer Service Representatives• Provided feedback and documented accordingly including annual performance reviews• Participated in the recruiting and interviewing process• Identified and reinforced positive behaviours through formal and informal reward and recognition• Ability to oversee, establish and document departmental procedures• Ability to assist in role playing with teammates to gain confidence and experience• Monitored calls and metrics, provided feedback, coaching, and reporting on data

Sydney, New South Wales, Australia

• Managing High Call Volume for both Outbound and Retention• Assisting team members in Retention process to provide more positive results within the team as well as the organisation.• Thorough understanding of all aspects of HCF products, hospital and ancillary benefits and processes.• Comprehensive understanding of competitor health funds strengths, weaknesses and pricing.• Retaining existing members from competitor health funds.• Acting Team Leader for retention team from January 2015 – April 2015• Coaching, training, providing feedback to team members within Outbound and Retention team regarding retention.• Assisted products team in researching and analysing all competitor health fund products (retail and corporate) as this was being implemented for product making.• Have also received the Best Performance award for the month of September 2014 and TSR of the Month award in the month of February 2015 due to Retention results provided within the team.

Sydney, New South Wales, Australia

• I am currently working as a part-time coding mentor (weekends only) teaching kids coding using Scratch, HTML, CSS and Javascript.

London, England, United Kingdom

• Designed Greenex Crypto Website using HTML, CSS and Javascript.

Sydney, New South Wales, Australia

Whilst I am aware this is technically not work-experience but more sort of education. I have recently completed an intensive 6 months full-stack coding Bootcamp from the university of Sydney. This course required live virtual classes 3 times per week and also required an additional study of 20+ hour per week for 24 consecutive weeks. I completed 24 assignements (1 per week) which was also included 2 group project and a final solo project. This course focussed on the MERN stack which included MongoDB, ExpressJs, React amd NodeJs along with a range of other topics such as Javascript, SQL, BootStrap, Materialize UI, Tailwind, unit-testing, heroku deployment etc.

Melbourne, Victoria, Australia

• Managing High Call Volume.• Fast and accurate data entry skills.• Analysing Claims and preparing estimates for ancillaries claims• Communicating with customers via email.• Assisting providers (Dental, Optical) with their registration and claim enquiries.• Handling customer escalations which are not resolved by customer service.• Ensuring First Call Resolution is met with a 90% success rate.• Completing follow ups in a timely and effective manner.• Communicating with other departments in order to resolve customer disputes.

Sydney, New South Wales, Australia

• Handled general customer enquiries in a timely and professional manner.• Resolved claims dispute with providers and customers in a calm, effective manner• Achieved Employee of the Month for three consecutive months• Communicated with customers and providers through email and other forms of correspondence.• Developed process improvements to enhance efficiency and effectiveness of inter-department call centre operations.• Developed effective relationships with all call centre departments through clear communication. • Analysed all types of claims regarding customer claims and claim payments to hospitals and providers.

Sydney, New South Wales, Australia

• Placing racing and sport bets on the phone for premium customers. • Handling high call volume.• Promoted to customer service within six months after joining the call centre.• Resolving Customer escalations and bet disputes.• Following up on the complaints till the point of resolution• Resolving betting irregularities, opening new accounts and updating customer information.• Resolving Software issues for customers with regards to TABCORP website

Bootcamp, Full Stack (Mern) Web Development, A+

This is an intensive 6 month Bootcamp focussing on MERN STACK. It included 24 assignments including 2 Group Projects. The topics covered.

Graduate Diploma Of Accounting, Accounting

Master'S Degree, Business/Commerce, Human Resources

Mcom (Hr & Ir), Human Resources And Industrial Relations

Bachelor Of Science - Bs, Chemistry