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 experience• 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.• Representing the Closed Loop program to the highest standard• Understanding our customers’ needs to ensure a positive customer experience• Ensuring our customers feel valued and supported through their health journey• Deepening existing customer relationships through fantastic service• Assist case management team with their cases when required.

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 to the Australian Consumer Law (ACL).• 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 status and to provide alternate resolution. • 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 executive managers when required.• Analysis of existing Data sets within SAP systems. • Convert system data and information to both technical and non-technical terms• Demonstrate strong interpersonal skills, including the ability to liaise effectively with fellow team members & management to anticipate in the process improvement and procedures for the business while actively supporting change and glitches which effect smooth procedures in resolving customer complaint.• Provide written reports and give product presentations to clients to explain key risk issues and potential business impacts.• Manage and process correspondence from Samsung customers and business partners• Excellent Excel skilling for reporting and allocation purpose. • Assist social media & VOC in resolving complex cases related to recall washing machines.

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