Neelima Nuthakki Email & Phone Number

Australia

Melbourne, Australia

• Receiving, triaging, investigating, resolving and reporting on all feedback received from customers through solicited and unsolicited channels whilst understanding our customers’ needs to ensure a positive customer.
• Co-ordinating service recovery efforts to ensure that customers recover gracefully from poor service experiences
• Assisting my team leader with root cause analysis investigation
• Building relationships with internal and external stakeholders to deliver on Closed Loop program objectives
• Analysing and reporting on trends from NPS to ensure management actions are well informed and address the identified needs
• Adhere to strict KPIs and turnaround times to maintain Samsung’s policies and also improve customer’s satisfaction.

Melbourne, Victoria, Australia

• Investigated and resolved complex complaints in line with Medibank policies and procedures, whilst ensuring customer centricity
• Avoided complaints being escalated to the Private Health Insurance Ombudsman
• Prepared weekly/monthly reports for the team leader with stats.
• Co-ordinated and scheduled cases and workload to the team members
• Trained new employees with company guidelines and role responsibilities.
• Achieved KPI's as outlined in scorecard including agreed SLA's

• Investigate customer’s complaints received via email or via phone from the customers and also Department of Fair Trading/Government body across Australia to provide Alternate Resolution to the customer’s in accordance.
• Perform in-depth investigation based on the assessment report and other information from the service center to resolve complex and unresolved customer complaints.
• Communicating with the customers, service centres, representatives from Department of Fair Trading/Government bodies across Australia via email, telephone or other appropriate channels to keep them updated on the case.
• Assist in identifying, developing specific risk reports on key risk issues impacting Samsung Electronics including remediation activities and provide opinion and insight on operational risk matters to the Management.
• Coaching & mentoring staff to manage claims for Samsung resolutions department, which include handling complaints from Samsung customers and providing resolution by following the company guidelines and consulting with.
• Analysis of existing Data sets within SAP systems.

Master'S Degree, Management Information Systems, General

Masters in Business & Information Systems

Bachelor'S Degree, Electrical, Electronics And Communications Engineering

Bachelors in Technology - Electronics & Communications