PULKIT MONGA
Christchurch
Summary
Dedicated banking professional with a passion for delivering exceptional customer service and driving financial success. Experienced in Contact Centre environments bringing significant management experience in Retail sales and front office roles. I thrive in fast-paced environments where I can utilize my strategic mindset and interpersonal skills to exceed client expectations and achieve business objectives. Committed to staying ahead of industry trends and continuously enhancing my expertise,
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Westpac New Zealand
02.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy and assisted with fraud related card transactions.
DATA COLLECTION SPECIALIST
Stats NZ
08.2023 - 11.2023
- Conduct in-depth telephonic and face to face interviews to engage in data collection process for various projects within Stats NZ, with a primary focus on the ongoing Disability Survey
- Apply advanced interviewing techniques to ensure data accuracy and consistency
- Collaborate effectively within a diverse team to meet project specific needs
- Uphold strict confidentiality ad ethical guideline in handling sensitive survey data.
SITE MANAGER
Z Fuel Station NZ/Hattrick Services Ltd
01.2023 - 08.2023
- Interviewed, hired and trained new workers
- Trained new employees on proper protocols and customer service standards
- Resolved issues between employees and customers using company policies
- Handled challenging customers to assist employees and maintain excellent customer service
- Oversaw employee attendance record, weekly roster management, handled payroll and ordered new materials for sites
- Attended weekly meetings with Operations Manager to discuss safety procedures, compliance issues and facility/site maintenance
- Monitored, coached and supervised team of 9 employees in 2023
- Communicated daily with vendors to keep site fully operational.
CUSTOMER SERVICES OFFICER
Ministry Of Social Development
08.2020 - 07.2022
- Provide an accessible, comprehensive service for Ministry of Social Development enquiries
- Analyse financial records and determine/approve level of benefit support and government subsidies
- Delivering a high standard of service excellence and quality interactions
- Making Outbound contact where required on specific topics and campaigns
- Answered average of 40 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
PRACTICE MANAGER
G & E Dental
11.2017 - 06.2020
- Managing daily operations of the practice and developing/reviewing business strategies
- Controlling and monitoring administrative and financial operations such as budgeting planning, sales targets, preparing reports etc
- Managing reception staff, coaching and resolving customer complaints escalations
- Allocate and oversee routine administrative tasks.
CUSTOMER SERVICE/SITE MANAGER
Z Fuel Station NZ/Hattrick Services Ltd
10.2012 - 11.2017
- Inventory management, employee scheduling, hiring and training, ordering and receiving supplies and offering promotions
- Creating budgets and performance reports
- Maintain pumps and fuel supply and regularly report to company executives
- Providing quality customer service and handling customers / supplier complaints
- Compliance with HSSE (Health, safety, security and environment) and food safety standards
- Routine office tasks.
Education
Certificate in Retail (Level 2/3/4) -
School of Business And Government
01.2017
NZIM Diploma, Business Management -
01.2012
Skills
- Teamwork and Collaboration
- Strategic and financial planning
- Improvement initiatives
- Creative problem solving
- Customer service
- Cash register systems
References
Available on Request
Timeline
Customer Service Representative
Westpac New Zealand
02.2024 - Current
DATA COLLECTION SPECIALIST
Stats NZ
08.2023 - 11.2023
SITE MANAGER
Z Fuel Station NZ/Hattrick Services Ltd
01.2023 - 08.2023
CUSTOMER SERVICES OFFICER
Ministry Of Social Development
08.2020 - 07.2022
PRACTICE MANAGER
G & E Dental
11.2017 - 06.2020
CUSTOMER SERVICE/SITE MANAGER
Z Fuel Station NZ/Hattrick Services Ltd
10.2012 - 11.2017
Certificate in Retail (Level 2/3/4) -
School of Business And Government
NZIM Diploma, Business Management -
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