K Rani
Brisbane,Australia
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Overview
12
12
years of professional experience
Work History
Customer Care Representative (call centre)
WoolworthsNz
Remote (WFH), NZ
09.2023 - 07.2026
- Handled phone calls, chat, and emails from customers, ensuring timely responses to inquiries and concerns
- First contact resolution (sort straightaway for customer) refund, received damaged items, compensation, replacement
- Assisted customers in troubleshooting basic technical issues with website, enhancing user experience
- Escalated unresolved issues to appropriate team for prompt resolution, improving customer satisfaction
- Worked as Uber Eats driver while traveling during employment gap
IST Support Analyst (6 months contract job)
Craigmore Sustainables
Addington, Christchurch, Nz
08.2022 - 02.2023
- Setup new devices for staff and courier to staff
- Tracked and ordered IT inventory to ensure availability of necessary resources.
- Set up Active Directory users and reset passwords to maintain user access and security.
- Remote access staff’s computer to resolve issue.
- Configured printers and established network connections for users.
- Facilitated handover from CCL for Craigmore, adapting to new processes and systems with team.
ISG Service Desk Technician (3 Months Contract Job
CDHB
Christchurch, NZ
02.2022 - 05.2022
- Assisted CDHB/WCDHB users in resolving technical issues
- Remote access customer’s computer to resolve issue quickly.
- Responded to incoming phone calls to assist customers
- Raised tickets and assigned them to appropriate departments for resolution
- Documented troubleshooting steps taken for reference and ensured accurate issue resolution
Service Help Desk Technician
PB Technologies
Christchurch, NZ
07.2015 - 07.2021
- Assessed customer needs, prioritized requests, and provided timelines for repairs to enhance customer satisfaction.
- Troubleshooting of PC, laptop, mobile phone, printer and network connectivity.
- Handle unsatisfied or aggressive customers, ensure their problems is resolved, sort out CGA cases.
- Answering inbound calls from customers & assist them for troubleshoot on phone if required
- Initiated outbound calls to customers to gather feedback and provide assistance.
- Logging tickets for jobs and escalating matters that require additional help.
- Demonstrate customers how to use ICT products and teach basic troubleshooting.
- Documentation of problem correctly so it can be easy for next the next person to understand and proceed.
- Maintaining relationship with clients to make sure they get what they need.
- Contacted suppliers for customer warranty jobs and assisted customers in escalating issues.
- Responding to customer emails.
- Train new staff and assist them throughout in the learning process.
- Lead, assist and assign work to the team.
Stocktaker (Casual – on call)
RGIS Pvt Ltd Stock take Solutions and Technologies (NZ)
Christchurch, NZ
07.2014 - 12.2015
- Counted stock to ensure accurate inventory levels
- Maintained speed and accuracy during inventory processes
- Conducted store visits in Christchurch and Ashburton for thorough inventory checks
- Operated scanner to process customer orders efficiently
Education
Diploma - IT (Level 7)
Royal Business College
Christchurch, New Zealand06-2015
Skills
- Customer support
- Call center operations
- Microsoft Office 365
- CRM management
- Remote support
- Technical support
- Data entry
- Sales support
- Multitasking and organization skills
- Communication skills
- Telephone etiquette
- Email correspondence
- Problem solving
- Decision-making
- Empathy
- Teamwork
Timeline
Customer Care Representative (call centre)
WoolworthsNz
09.2023 - 07.2026
IST Support Analyst (6 months contract job)
Craigmore Sustainables
08.2022 - 02.2023
ISG Service Desk Technician (3 Months Contract Job
CDHB
02.2022 - 05.2022
Service Help Desk Technician
PB Technologies
07.2015 - 07.2021
Stocktaker (Casual – on call)
RGIS Pvt Ltd Stock take Solutions and Technologies (NZ)
07.2014 - 12.2015
Diploma - IT (Level 7)
Royal Business College
Relative Skills
- Excellent Customer Service and understand the value of being business face.
- Open minded and empathetic, can demonstrate understanding, sensitivity and respect across hierarchy.
- Problem Solver, Passionate and enthusiastic IT professional.
- Believe in Teamwork and Social Person.
- Quick Learner and Proactive to upskill, process.
- Confident, articulate and professional speaking ability.
Visa Status
AU Permanent Resident
Declaration
Hi my name is Kavita Rani. I have worked for different organizations in different roles. I hereby declare that the information declared above is true to the best of my knowledge.