Hi, I’m
Sanika Sain
Auckland
Summary
Enthusiastic Customer Experience Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Skilled at improving processes, maximizing team productivity and reducing costs to achieve sustainable operations. Strong facilitator adept at working effectively, recognized consistently for performance excellence and for valuing people for who they are.
Overview
12
years of professional experience
Work History
KiwibankLower Hutt
Customer Experience Leader
10.2021 - Current
Job overview
- Identified, developed and implemented necessary process improvements for key initiatives.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Built strong relationships with customers through positive attitude and attentive response.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching KPI's.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
Inland RevenueAuckland
Team Leader
06.2019 - 10.2021
Job overview
- Built strong, open and professional relationships with team members through positive attitude and attentive response which helped resolve issues and conflicts effectively.
- Adhered to rigorous standards for customer service, adapting with transforming database management software and delivering first contact resolution.
- Implemented new working processes which delivered continuous improvements.
- Demonstrated knowledge of departments mission and goals and mentored employees in reaching objectives aligned with departments core values.
- Reviewed and analysed customer complaints, contacted customers with explanations, apologies or outcome while maintaining professional demeanour by staying calm when addressing unhappy customers.
- Tracked KPIs and created improvement plans, while focusing on team members as individuals not just stats.
- Conducted weekly meetings for internal and external groups, including conferences, interacting with all levels of management, stakeholders and other departments.
- Acted as integral part of recruitment team while conducting induction, training and coaching for new recruits.
- Acted for & accepted multiple secondments, successfully lead teams working on major change projects including business transformation.
Inland RevenueAuckland
Queue Coach
03.2018 - 02.2019
Job overview
- Coached team members in customer service techniques, providing feedback, constructive criticism and encouragement toward reaching departments goals.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Facilitated training for up-skilling staff members.
- Established clear benchmarks for performance and monitored individual and team progress.
- Designed engaging lessons, using art and visual aids to enhance learning process.
Inland RevenueAuckland
Customer Service Officer
07.2017 - 03.2018
Job overview
- Provided primary customer support to internal and external customers, stakeholders and business partners.
- Professionally negotiated and dealt with taxpayers in confrontational situations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Completed audits and investigations to check provided information.
- Considered alternative means of resolving tax debt issues if taxpayer could not pay.
Madison Recruitment for Auckland CouncilAuckland
Customer Support Manager
07.2016 - 06.2017
Job overview
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Conducted performance reviews for all representatives to reduce resolution times and improve customer satisfaction.
- Improved staff morale and reduced employee turnover.
Permallu HoldingsAuckland
Project Administrator
01.2016 - 07.2016
Job overview
- Optimized productivity by managing employee schedules, payroll operations and inventory transactions.
- Migrated business to new book keeping and scheduling software seamlessly.
- Executed on-time, under-budget project management on complex financial issues for senior leaders.
- Delegated assignments based on plans, project needs and knowledge of individual team members.
Sommerville SchoolAuckland
Administrator
09.2015 - 03.2016
Job overview
- Managed CRM database, including troubleshooting, maintenance, updates and report generation.
- Managed agendas and calendars, boosting productivity and improving organizational initiatives.
- Assisted executive leaders in decision-making procedures by creating daily reports to advise leaders on corrective actions and process improvements.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
Bestart EducareAuckland
Assistant Administrator
05.2015 - 11.2015
Job overview
- Managed department inventory, including purchasing, stocking and organizing items.
- Tracked expenses, processed invoices and completed other related accounting tasks.
- Scheduled office meetings and client appointments for staff and teams.
- Performed routine analysis and calculations to process data for internal reports.
ConcentrixMumbai, India
Technical Support Supervisor
07.2012 - 03.2015
Job overview
- Conducted in-depth product and issue resolution research to address customer concerns.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Raised revenue by implementing cost-saving initiatives that addressed long-standing problems.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
ConcentrixMumbai, India
Technical Support Representative
04.2011 - 06.2012
Job overview
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Configured hardware, devices and software to set up work stations for employees.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Answered incoming calls from residential and small business customers.
Education
RTM Nagpur University, India
Master of Arts from Psychology
04.2014
SNDT University, India
Bachelor of Arts from Psychology
04.2012
Skills
- Self-Motivated
- Active Listening
- Problem-Solving
- Decision Making
- Flexible and Adaptable
- Planning and Coordination
- Performance improvement
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Organization and Time Management
Technical Skills
- Windows
- Microsoft
- SAP
- SQL
- CRM
- SAAS
Timeline
Customer Experience Leader
Kiwibank
10.2021 - Current
Team Leader
Inland Revenue
06.2019 - 10.2021
Queue Coach
Inland Revenue
03.2018 - 02.2019
Customer Service Officer
Inland Revenue
07.2017 - 03.2018
Customer Support Manager
Madison Recruitment for Auckland Council
07.2016 - 06.2017
Project Administrator
Permallu Holdings
01.2016 - 07.2016
Administrator
Sommerville School
09.2015 - 03.2016
Assistant Administrator
Bestart Educare
05.2015 - 11.2015
Technical Support Supervisor
Concentrix
07.2012 - 03.2015
Technical Support Representative
Concentrix
04.2011 - 06.2012
RTM Nagpur University
Master of Arts from Psychology
SNDT University
Bachelor of Arts from Psychology
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