Deepika Bhatia
Cambridge,WKO
Summary
Dynamic and results-driven Customer Champion with over 12 years of experience dedicated to advocating for customer needs and delivering exceptional service. Expertise in resolving complex issues, enhancing customer satisfaction, and nurturing long-term relationships establishes a strong foundation for driving customer loyalty. Proven ability to identify opportunities for process improvements that elevate the customer experience and contribute to overall business growth. Committed leader focused on creating positive, customer-centric interactions that support retention and foster lasting partnerships.
Overview
12
12
years of professional experience
Work History
Assistant Manager
Harvey Norman
11.2023 - Current
- Overseeing daily operations and managing a team, ensuring tasks are completed efficiently and effectively.
- Assist in implementing new systems, policies, or tools to enhance customer experience.
- Act as the point of contact in the absence of the Customer Service Manager
- Increased customer satisfaction ratings by 20% through improved service delivery.
- Strong verbal and written communication skills to interact with customers, team members, and senior management.
- Handle escalated customer issues promptly and effectively, ensuring positive outcomes.
- Review customer feedback and complaints to identify trends and areas for service enhancement.
- Collaborate with other departments (e.g., sales, operations, admin) to resolve complex cases.
Senior Claims Specialist
One New Zealand
10.2018 - 11.2023
- Provide clear, empathetic communication to customers regarding claim progress, decisions, and next steps.
- Receive, review, and assess new claims in line with policy terms, procedures, and company guidelines.
- Determine claim outcomes — approve, decline, or refer for further investigation.
- Process payments or arrange replacements/repairs as appropriate.
- Maintain accurate and detailed claim records in the company’s system.
- Resolve customer concerns or complaints with tact and fairness, escalating where necessary.
- Coordinate with external stakeholders — assessors, repairers, or third-party service providers.
Team Leader
Noel Leeming
05.2015 - 09.2018
- Leading and motivating a team of sales associates, ensuring high levels of customer service and productivity.
- Track team KPIs such as response time, resolution rate, customer satisfaction (CSAT), and first-contact resolution (FCR)
- Handling customer inquiries, resolving complaints, and ensuring a positive shopping experience.
- Overseeing stock levels, assisting with restocking, and ensuring product displays are organized and visually appealing.
- Ability to lead by example, fostering teamwork, and maintaining morale in a fast-paced retail environment.
- Handle escalated or complex customer issues promptly and effectively.
Sales Executive
Silvermoon
07.2013 - 05.2015
- Greet customers in a friendly, professional, and approachable manner.
- Understand customer needs and provide tailored product recommendations.
- Actively promote and upsell products, services, or add-ons to meet or exceed sales targets.
- Process transactions accurately and efficiently through the POS system.
- Handle customer queries, complaints, and returns with empathy and professionalism.
- Maintain up-to-date knowledge of all products, promotions, and store policies.
- Ensure product areas are clean, well-organised, and visually appealing.
- Follow store opening, closing, and cash-handling procedures.
- Adhere to company policies on health, safety, and security.
- Participate in stocktakes and inventory accuracy checks.
- Report any discrepancies, damaged goods, or maintenance issues promptly.
Education
Master of Business Administration - International Business Management
Massey University
Auckland03.2013
Skills
- Planogram analysis
- Leadership in team dynamics
- Analytical problem-solving
- Effective time management
- Proficient in handling multiple tasks
- Skilled in addressing customer complaints
- Client relationship development
Timeline
Assistant Manager
Harvey Norman
11.2023 - Current
Senior Claims Specialist
One New Zealand
10.2018 - 11.2023
Team Leader
Noel Leeming
05.2015 - 09.2018
Sales Executive
Silvermoon
07.2013 - 05.2015
Master of Business Administration - International Business Management
Massey University
Reference
Available on Request.