Kavita Shankar Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

As a customer engagement specialist, working in a contact center, my role involved• Handle high volume of inbound calls• Respond to policy related queries from customers, service advisors, POA holders, and lawyers• Update customers’ personal and banking details• Assist customers with their policy withdrawal queries and liaising with the team processing the withdrawals• Provide information to customers regarding their service request status• Escalate delayed claim payout queries, and liaise with the claims team• Handle transfer of ownership enquiries and advise documents required for processing the transfer• Receive and account premium payments for life insurance policies• Guide customers to use self-service options within the App• Make outbound calls to customers as and when necessary• Learn and implement changes in policy guidelinesAchievements1) Average call volumes in excess of 25 calls per day2) Over 90% Adherence to time

Adelaide, South Australia, Australia

I worked with the COVID support team managing inbound calls and assisting people travelling to SA from Inter-state and/or Overseas. Initially, I assisted the Home Quarantine team, and then moved to the COVID care helpline. My main responsibilties were1) Handle high volume of inbound calls and provide information regarding Home Quarantine guidelines and policies in South Australia (SA)2) Assist people to download and use the SA health App3) Guide people regarding PCR Testing requirements after entry to SA4) Update individual traveller records and keep information up-to-date regarding daily symptom check and health status5) Make outbound calls to people in quarantine and update status regarding their well being6) Help people register results online from Rapid Antigen Tests (RAT) for COVID 197) Educate people about changes in guidelines regarding isolation / quarantine for self and close contacts 8) Provide information on how to apply for COVID financial support

Adelaide, South Australia, Australia

• Manage outbound and inbound calls• Assist customers facing financial hardship by analysing individual customer situation and provide sustainable solutions• Handle multiple systems whilst maintaining telephone contact• Prepare weekly status reports for senior management

Adelaide, South Australia, Australia

• Handle reception duties and ensure COVID-19 protocol is followed • Manage pre and post-consultation paperwork• Schedule and manage medical appointments • Manage invoicing, receipt of payments, and verifying private health insurance payments• Prepare consultation and treatment rooms

Adelaide, South Australia, Australia

Working with TSA, in their inbound call centre• Receive inbound calls and resolve customer queries and/or complaints• Manage value added services, billing, and disconnections• Work with multiple systems and update customer interactions • Upsell and cross sell as per customer needs and requirements

Adelaide, Australia

I volunteered in the contact centre, making safety calls to people from the vulnerable section of the society. • Outbound calls to customers• Escalate calls as per SOP, in case of emergencies or no contact with customers • Maintain accurate records of all customer calls• Complete 20-25 calls in a 1.5 hour roster.• Provide admin support including data entry and cross verification of available data.

Vadodara Area, India

Made outbound calls to high net-worth customers to provide wealth management services.

Managed various roles involving front office (showroom & workshop), handled customer complaints & queries, collected feedback to improve service levels, and scheduled delivery of new vehicles.