Jay Shah
Papatoetoe,Auckland
Summary
A motivated, money-driven Sales, Marketing, Finance, Customer Service, Operations, and Business Development Professional. Familiar with the identification of prospects, cold calling, attending client meetings, and product demonstrations. Positive, energetic, focused, and eager to further grow and develop existing business skills. Presently looking to join a rewarding department that provides opportunities for hard workers and overachievers. “Highly Enthusiastic & Motivated, Target Oriented, Down To Earth Attitude, Exceptional Customer Service Skills”
Overview
15
15
years of professional experience
Work History
Service Specialist (SS)
ASB Bank Ltd
10.2024 - Current
- To provide technical expertise and knowledge to CSRs and resolving customer complaints and queries.
- Have been to Hamilton Contact Centre to handle the team for SS Support.
- Attending calls escalated by CS and helping customers with queries.
- Assisting and guiding CS team members when approached via teams to resolve their queries.
- Handling SS INBOX for Selfie-Id service requests and large payments transferred up to 500k myself and more amount (With approval of manager).
- Handling the International Money Transfer (IMT) request to process the fund for the customer.
- Provide unbeatable customer experience by proactively identifying and satisfying customer financial services needs timely in a and professional manner.
- Exceeding set KPIs and performances measures to deliver the best experience to the customers.
- Operate within the bounds, abiding by the policies and procedures to satisfy customer's needs. When needed, forward calls to the relevant team and appropriate channel.
- Assist in handling overflowing calls and actively contributing wherever required (On the Messaging Line, General Line etc.)
- Build an understanding of our customer needs and make decisions as to which products and services to promote.
- Contribute to the best of my abilities and skills to support the bank's strategy.
- Consistently upgrading my skills and knowledge about products to provide unbeatable customer satisfactory services.
Senior Customer Specialist
ASB Bank Ltd
12.2023 - 09.2024
- To provide customers with relevant information and/or forward inquiries to the responsible specialist or the appropriate channel.
- Provide customer service by assisting client queries and requests, identifying their needs, and making banking simple and easy every day.
- I have been handling complaints capturing, handling, and resolving them in a timely solution.
- I am Confident in providing appropriate solutions whilst making sure that SLAs are delivered.
- I Adhere to policies and procedures to ensure compliance is maintained.
- Resolve/satisfy customers, needs, problems, and concerns within the bounds of laws, policies, and procedures.
- Achieve and exceed set targets and performance measures in productivity, Customer Service, and sales to ensure service delivery.
- I also cater to personal lending calls. queries related to cards (interest charged, temporary failure of card usage).
- I have been dealing with calls on the Fraud line.
Customer Specialist
ASB Bank Ltd
05.2023 - 12.2023
- To provide customers with relevant information and/or forward inquiries to the responsible specialist or the appropriate channel.
- Resolving the queries raised by the customer within the set norms of law, policy, and procedures.
- Cater to the customer's needs and educate them about the services and products.
- To use the best of my knowledge aligning with the bank’s ethics and values to fulfill customer needs and to provide unbeatable customer service experience.
- Lodging disputes for various card-related transactions and replacing the cards when required.
- Assisting customers in resetting their Mobile banking, online banking, net code number registration, and updating.
- Filling forms for IMT transfer requests, IMP investigation forms, new net code token forms, ATM Claims, etc.
Finance Clerk / Accounts Payable
Chevalier Wholesale Produce Ltd
08.2022 - 05.2023
- Check invoices and Credit against invoices.
- Matching Purchase orders to invoices & convert receipts into invoices.
- Enter invoices into the JIWA system.
- Prepare creditors' payment list as per the priority and calls from the supplier.
- Prepare and fax or email remittance advice to the supplier after the payment is made.
- Allocate the payment made into the JIWA system with the creditor’s invoices.
- Resolve any queries of the supplier related to the payments.
- Responsible for ensuring that the processing of supplier invoices is completed on time into the JIWA system.
- Overview of the daily stock take.
- Verifying Inactivated Purchase order reports and verifying unknown or pending costs and expenses
- Working on variance reports about daily purchase order
- Checking the price charged in the market in comparison to the existing contract price and informing discrepancies immediately.
- General filing
- Making weekly payment plans for the creditor for the payment.
- Regularly following up with the concerned branch regarding any purchase order not made and regarding credit supposed to be received from the creditor.
- Reconcile the statement with the JIWA system and if there is any difference then follow up with the concerned department and the creditor.
Financial Administrator (Special duties for 2.5 months)
Chevalier Wholesale Produce Ltd
Auckland, New Zealand
08.2022 - 11.2022
- Cash book receipting and allocating the payment daily.
- Reconciliation of accounts against bank statements regularly
- Ability to maintain internal (JIWA) systems ensuring all financial records.
- Cashflow management on both debtors and creditors
- Daily processing of Invoices, and purchase orders i.e., Investigation of unprocessed Invoices, creating and maintaining new and existing purchase orders.
- Assisting in filling tax with IRD and ensuring all tax-related payments are made to IRD before the due date.
- Assisting in the preparation of monthly and quarterly financial reports, financial summaries, consumption of reports, and calculating the rebate
- Credit controlling report to finance manager on outstanding issues, whilst highlighting potential debtor problems.
- Maintain fixed asset register.
- Process any outstanding billings and arrears promptly.
- Check invoices and credit against statements.
- Email weekly, fortnightly, and monthly statements – attach required Invoices to statements.
- Matching purchase orders to Invoices and convert receipts into Invoices in JIWA system.
- Prepare creditors' payments list and email remittance advice.
- Resolve any queries from staff, suppliers, and customers regarding payments, credits, and general queries.
- File Invoices/statements after payments.
- Maintain accurate inventory of stock ensuring supplies and replenished regularly.
- Continuous training and development whilst providing support to the finance manager and the wider business.
- Priorities workload to ensure work of greatest importance to the business is undertaken with urgency and to a high standard.
Marketing Coordinator
Chevalier Wholesale Produce Ltd
01.2020 - 08.2022
- Implementing marketing using resources i.e.: newsletter, social media.
- Assembling and analyzing sales forecasts, preparing marketing and advertising strategies, plans, and objectives, and updating sales calendar pipelines.
- Monitors and maintains new and existing customer accounts dashboard and marketing report and analyzes sales margins.
- Maintain sales targets and customer retention.
- Create/Produce promotional materials to assist the sales team.
- Support sales and account managers by providing sales data, market trends, and forecasts, analyzing customer accounts, and relaying information upon customer requests.
- Maintain research database.
- Continuous improvement of knowledge by participating in training opportunities.
- Work closely with account managers and sales representatives.
- Formatting documents as well as other administrative support to the team.
- Maintaining price templates, and online templates and liaising with the procurement team in ensuring that product pricing is always updated and current and communicated to customers.
- Assist with completing spec sheets.
Finance Clerk / Accounts Payable
Chevalier Wholesale Produce Ltd
11.2018 - 11.2019
- Check invoices and Credit against invoices.
- Matching Purchase order to invoices & convert receipts into invoices.
- Enter invoices into the JIWA system.
- Prepare creditors' payment list as per the priority and calls from the supplier.
- Prepare and fax or email remittance advice to the supplier after the payment is made.
- Allocate the payment made into the JIWA system with the creditor’s invoices.
- Resolve any queries of the supplier related to the payments.
- Responsible for ensuring that the processing of supplier invoices is completed on time into the JIWA system.
- Overview of the daily stock take
- Verifying Inactivated Purchase order reports and verifying unknown or pending costs and expenses
- Working on variance reports about daily purchase order
- Checking the price charged in the market in comparison to the existing contract price and informing discrepancies immediately.
- General filing
- Making weekly payment plans for the creditor for the payment.
- Regularly following up with the concerned branch regarding any purchase order not made and regarding credit supposed to be received from the creditor.
- Reconcile the statement with the JIWA system and if there is any difference then follow up with the concerned department and the creditor.
Customer Retention Specialist – Sales
Kiwi Own Ltd
Auckland, New Zealand
04.2017 - 06.2017
- Maintaining the company leads database.
- Assisting induction & initial interview to ensure the induction requirements.
- Reporting & Distributing management information for the improvements of concerns & opportunity.
- Recommend & implement operational process and platform improvements.
- Attending all Sales, Staff & Management meetings
- Ensuring all the sales done by sales staff Written up and logged with the sales administration.
- Attending all the promotional events and assisting with the prospecting
- Participate & Lead in out-of-town team selling projects.
- Assisting the Sales manager in all other sales-related duties
- Selling products and ensuring that all the sales contracts are entered within the sales policy of the company.
- Assisting with the debt collections
Manager – Territory Sales & Support
Home Direct Ltd.
Auckland, New Zealand
02.2015 - 10.2016
- Preparing and lodging daily reports of sales and new customers
- Managing customer’s accounts
- Working on stock management & managing merchandising
- Working on new business acquisitions by bringing new customers to the business
- Doing direct sales to the existing customers
- Welcoming customers warmly and providing them with the best customer service.
- Working on vehicle management
Branch Manager – Sales & Support (Special duties for a month)
Home Direct Ltd.
Auckland, New Zealand
12.2015 - 01.2016
- Answering all inquiries with professionalism & reporting directly to the head office via email or call
- Managing the team of 6 members including their timing, daily reports & performance
- Preparing a nomination list for the branch
- Provide training to a new staff member.
- Communicate & boost team members to achieve the branch target.
- Drive the sales & maintain the ledgers of the different territories of the branch.
- Assigning the territories to the different staff members according to the caliber
- Performing the key role of solving difficult queries of the staff
Officer – Customer Service
Wilson Parking
Auckland, New Zealand
07.2013 - 01.2015
- Working in shifts over five different care park locations
- Welcoming customers to the facility
- Managing the manual or automatic dispensing of parking cards and payment
- Cashing up and doing the banking
- Preparing and lodging daily reports
Team Member – Customer Service
Burger King
Auckland, New Zealand
04.2013 - 04.2014
- Received customers pleasantly, took their orders, transmitted to kitchen staff, served, and prepared bills.
- Prepared food items such as hamburgers as per the established standards.
- Adhered to the quality and work standards of the chain.
- Maintained the equipment, such as oven and grill, in proper condition.
- Maintained cleanliness in the workstations.
- Assisted the other staff members in taking orders.
Subject Matter Expert – Customer Support & Service Team
Mphasis an HP Co.
India
07.2010 - 12.2011
- Providing customer solutions by phone to clients who had already logged a complaint.
- Outbound calling
- Handling problems like internet connectivity, billing, and quality control issues
- The main client was Airtel, Vodafone’s equivalent in India.
Education
Diploma in Applied Business - International Marketing
New Zealand Institute of Education
Auckland01.2014
Bachelor of Commerce - undefined
Maharaja Sayajirao University of Baroda
01.2012
Skills
- Planning & Organizing Skills: I am adept at setting deadlines, managing competing priorities, and responding to a changing environment to deliver results
- Excellent Communication & Interpersonal Skills and the ability to motivate others: I have developed my verbal communication skills through varied employment and contributing to group work at university
- Business Communication Skills: I gained valuable skills and experience in research methods and academic writing
- Good Team Player with Ability to Lead: My studies and employment have taught me how to work and co-operate with others and take on a leadership role, where needed, to align team efforts and goals
- Quality Oriented: I am committed to the effort and insight required to provide optimum results at all times
- Analysis & Problem Solver: I use active listening, initiative, and sound judgment to efficiently analyze and resolve problems
- Computer Skills: I am proficient in Internet Skills, and MS Office Suite
- Client Service Skills: My experience includes identifying customer needs and providing solutions, successfully applying company policies, and maintaining cultural sensitivity
Accomplishments
- Have been awarded multiple times for NPS legend Score.
- Have been nominated for the star of the week.
- Have a constant NPS score of 9 & 10 for customer satisfaction and appreciation.
- Nominated in the category of Risk Champion for DC Save guarding or future for Q3.
- Nominated in the category of Risk Champion for DC Save guarding or future for Q4.
- I feel happy to share that I have recently received an appreciation email from the General Manager of Risk and Compliance– Vanessa Leishman for identifying fraudulent activity. I was acknowledged by her for spotting fraudulent activity and saving customers from losing money.
- Also recently got appreciation on Viva Engage and received an email from Wealth Manager for identifying fraudulent activity quickly, saving customers from losing money almost 250k.
Languages
English
Full Professional
Hindi
Native or Bilingual
Gujarati
Native or Bilingual
Marathi
Native or Bilingual
Timeline
Service Specialist (SS)
ASB Bank Ltd
10.2024 - Current
Senior Customer Specialist
ASB Bank Ltd
12.2023 - 09.2024
Customer Specialist
ASB Bank Ltd
05.2023 - 12.2023
Finance Clerk / Accounts Payable
Chevalier Wholesale Produce Ltd
08.2022 - 05.2023
Financial Administrator (Special duties for 2.5 months)
Chevalier Wholesale Produce Ltd
08.2022 - 11.2022
Marketing Coordinator
Chevalier Wholesale Produce Ltd
01.2020 - 08.2022
Finance Clerk / Accounts Payable
Chevalier Wholesale Produce Ltd
11.2018 - 11.2019
Customer Retention Specialist – Sales
Kiwi Own Ltd
04.2017 - 06.2017
Branch Manager – Sales & Support (Special duties for a month)
Home Direct Ltd.
12.2015 - 01.2016
Manager – Territory Sales & Support
Home Direct Ltd.
02.2015 - 10.2016
Officer – Customer Service
Wilson Parking
07.2013 - 01.2015
Team Member – Customer Service
Burger King
04.2013 - 04.2014
Subject Matter Expert – Customer Support & Service Team
Mphasis an HP Co.
07.2010 - 12.2011
Diploma in Applied Business - International Marketing
New Zealand Institute of Education
Bachelor of Commerce - undefined
Maharaja Sayajirao University of Baroda