Shiksha Rawat
Auckland,AUK
Summary
I am a dynamic, driven, solution focused management graduate with over 5 years of industry experience. I have a very positive can do attitude along with excellent communication and people management skills. I can work exceptionally well in a high pressure and demanding work environment. Ambitious, career-focused job seeker, anxious to launch a career while achieving company goals.
Overview
9
9
years of professional experience
Work History
Senior Customer Service Representative
Auckland Transport
11.2023 - 04.2024
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided ongoing support to direct reports, addressing concerns or questions.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Increased customer satisfaction with prompt and accurate issue resolution.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Customer Service Representative
Auckland Transport
03.2023 - 11.2023
- Answer customer needs to resolve concerns.
- Provide primary customer support to internal and external customers.
- Explain to customers Auckland transport products and services as customer assistance.
- Process customer feedback to achieve satisfaction goals.
Create cases for customer complaints and feedback to identify and resolve issues. - Investigate and resolve customer inquiries and complaints quickly.
- Update account information to maintain customer records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Agent
Amplifon Hearing Health Care
02.2023 - 03.2023
- Book customers for hearing aid consultation, ear wax removal, or Audiologist test.
- Update customer details in the database.
- Evaluate customer information on a call for a potential hearing consultation.
- Resolve client inquiries for hearing aids on call.
- Generate sales from cold calling.
Customer Service Officer - Inland Revenue
Madison
08.2022 - 12.2022
- Contact customers via inbound and outbound call or email.
- Manage customers online queries.
- Update customer details.
- Guide customers for their account information.
- Discuss customer queries on a case-to-case basis.
- Record conversation outcome.
- Investigate complex issues to identify solutions for customer satisfaction.
- Help customers to use the available online services.
Customer Support Specialist
Concentrix
Auckland , AUK
01.2022 - 08.2022
- Handling customers calls.
- Assisting customer emails queries.
- Resolved concerns for retention and sales with the team.
- Identified, evaluated the problems with appropriate solutions.
- Resolve product or service complaints.
- Placing customer order.
- Consistently meeting productivity and quality targets.
- Recommended products to customers, thoroughly explaining details.
- Maintain customer records.
- Processing refund or compensation of product or service to after resolving the customer.
- Worked to maintain an outstanding attendance record.
- Served customer account and technical needs across the process daily calls.
- Taking payment from customer and sending tax invoice.
MIQ Security Coordinator
First Security
Auckland, AUK
05.2021 - 01.2022
- Ensuring minimum security personnel are present on premises.
- Ensuring security is present on all entry and exits at all times.
- Coordinating guests arrivals and departures with Defense Forces and MBIE.
- Briefing security personnel on their daily tasks.
- Training new security personnel Ensuring guests are wearing approved PPE kits Coordinating and confirming slots for guests for walks and smoking.
- Reporting daily data to the manager.
- Ensuring guests do not come in contact with outsiders.
- Actively listened to customers, effectively handled concerns and escalated major issues to supervisor.
Cafe Coordinator
Gusstop Cafe
Auckland , AUK
07.2020 - 04.2021
- Set and oversaw weekly and special event menu plans.
- Coordinating daily tasks with Sous Chefs and Wait Staff.
- Engaging in problem-solving activities to support teamwork.
- Plan development for product quality, service, store conditions and cleanliness.
- Ensure food quality standard.
- Planned, marketed and executed special events and promotions in cafe.
- Operated within budget and identified new ways to improve business.
- Controlled food costs and managed inventory management.
- Recording daily cash and card transactions.
- Data entry and making balance sheet for the month.
- Used Microsoft Word and excel to create documents and other communications.
Food and Beverage Attendant
Sofitel
Auckland , AUK
04.2020 - 07.2020
- Upselling.
- Maintained stock levels, inspection of storage equipment.
- Taking table reservations, special requests, food and wine orders of hotel in-house guests.
- Handling guest requests, feedback and resolving guest complaints.
- Monitored guest room inventory and replenished as necessary.
- Posting charges to the guest room.
- Taking payments and handling cash register.
- Clearing petty cash with the front staff at the end of each shift.
- Used POS system to enter orders, process payments and issue receipts.
- Collect cash, card and check payment from the customer.
- Resolve cash or card discrepancies.
Customer Service Representative
Pita Pit
Auckland, AUK
10.2019 - 02.2020
- Answered customer or vendor telephone calls.
- Provided information regarding memberships and loyalty programs.
- Responded to customer requests.
- Taking customer feedback.
- Cash handling.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Handling customer concerns, demonstrating empathy and resolving problems swiftly.
- Processed customer adjustments to maintain financial accounts.
- Applying coupons to discount purchases.
- Check the receipts and log them.
- Updating the inventory discrepancy .
Business Manager - RCM
Self Employed
08.2024 - 01.2025
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Negotiated contracts with suppliers and vendors, securing favourable terms for the company while maintaining strong relationships.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
Sales Associate
JSR Continental
Dehradun, Uttrakhand
12.2018 - 10.2019
- Networking with travel agencies and event management companies.
- B2B and B2C sales.
- Prospecting and closing sales.
- Taking debit or credit card payments.
- Cash handling.
- Creating marketing and promotional material.
- Event reservation.
- Inventory management.
- Evaluate event requirements.
- Log the pending payment and follow up.
- Created plans and communicate event information.
- Prepared large cash deposits with zero discrepancies.
- Foreign currency exchange.
- Recheck all the pending payments.
- Updating the payment received in the system.
- Creating balance sheet
- Achieved perfect attendance and on-time record.
Front Desk Associate
The Oberoi Group Of Hotels
Hyderabad, Hyderabad
06.2016 - 12.2018
- Welcoming arriving guests.
- Managing Check-ins and check-outs.
- Process reservations.
- Managing reception.
- Concierge service.
- Handling customer and vendor emails.
- Currency exchange.
- Posting room charges.
- Handling guest complaints.
- Guest invoice.
- Cash, debit or credit card or voucher payments.
- Balancing the payments before night audit.
- Generates daily audit reports for manager, GM for morning meeting.
- Clearing petty cash.
- Payment discrepancy to the cash ledger.
- Processing refunds.
- Updating customer membership points and details.
- Entering the group customer details in the system.
- C- form for legal documentation.
- Conducting team building activities.
- Updating the employee weekly special request board for easy team roaster.
- Updating the currency rate in the system.
- Following up for the payments from in house guest.
- Keeping express checkout ready.
Education
Health And Wellbeing - Level 3 -AUC08 - Aged Care, Community Support, Disability Support
NZMA
Auckland 02.2025 - 06.2025
Post Graduate Diploma - Applied Management
Eastern Institute of Technology
Auckland, AUK04.2021
Bachelor Of Hotel Management And Catering Technolo - Hospitality
Institute of Hotel Management
Hyderabad, India 06.2016
Skills
- Excellent communication
- Time management
- Collaborative Team Player
- POS- Micros
- PMS- Opera
- Project Management
- Customer Service
- Business to Business Sales
- Business to Consumer Sales
- Microsoft Office
- Power BI
- Leadership
- Merchandise sales
- Sales negotiation
- Petty Cash Management
- Accounts Payable and Receivable
- Receipt Reviewing
- SAP
- Account Administration
- Issue and Complaint Resolution
- Data Entry
References
Available on request
Languages
- English
- Hindi
Affiliations
- First Aid Training
Timeline
Health And Wellbeing - Level 3 -AUC08 - Aged Care, Community Support, Disability Support
NZMA
02.2025 - 06.2025
Business Manager - RCM
Self Employed
08.2024 - 01.2025
Senior Customer Service Representative
Auckland Transport
11.2023 - 04.2024
Customer Service Representative
Auckland Transport
03.2023 - 11.2023
Customer Service Agent
Amplifon Hearing Health Care
02.2023 - 03.2023
Customer Service Officer - Inland Revenue
Madison
08.2022 - 12.2022
Customer Support Specialist
Concentrix
01.2022 - 08.2022
MIQ Security Coordinator
First Security
05.2021 - 01.2022
Cafe Coordinator
Gusstop Cafe
07.2020 - 04.2021
Food and Beverage Attendant
Sofitel
04.2020 - 07.2020
Customer Service Representative
Pita Pit
10.2019 - 02.2020
Sales Associate
JSR Continental
12.2018 - 10.2019
Front Desk Associate
The Oberoi Group Of Hotels
06.2016 - 12.2018
Post Graduate Diploma - Applied Management
Eastern Institute of Technology
Bachelor Of Hotel Management And Catering Technolo - Hospitality
Institute of Hotel Management
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