Susmitha Joy Palatty
Christchurch,New Zealand
Summary
A dedicated and detail-oriented professional with over 3 years of experience in customer service, data analysis, and administration. Adept at managing customer queries, providing support, and analyzing data to drive informed decisions. Possesses strong communication skills, a passion for helping others, and a commitment to delivering exceptional service. Seeking to transition into a Recovery Coordinator role to leverage my skills in client support, data management, and problem-solving to make a meaningful impact on individuals’ lives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Public Policy Interviewer
Reach Aotearoa (GSS and health survey project of STATS NZ)
Christchurch, New Zealand
06.2023 - Current
- Engaged with diverse households to collect data on various topics, including physical and mental health, lifestyle behaviors, social, economic, and cultural aspects, contributing to the development of public policies.
- Accurately recorded responses into databases, ensuring data integrity and reliability for statistical analysis.
- Managed and completed assigned survey quotas within deadlines, adhering to strict guidelines and protocols.
- Demonstrated awareness and respect for cultural differences, ensuring effective communication with respondents from varied backgrounds.
- Participated in training sessions to maintain high standards in interview techniques and data accuracy.
- Report Preparation: Assisted in the preparation of reports summarizing survey findings, utilizing Excel and other data visualization tools.
- Organized and planned daily fieldwork activities, including travel arrangements and respondent scheduling.
Customer Service Representative
The Warehouse
Christchurch, New Zealand
06.2023 - Current
- Assisting customers with queries, complaints, and refunds across various channels
- Providing exceptional frontline customer service, ensuring a positive shopping experience
- Operating point-of-sale systems to process transactions and ensure pricing accuracy
- Collaborating with colleagues to maintain high customer service standards.
Junior Analyst (Accidental Damage Protection Unit)
HP Sales Private Limited
Christchurch, New Zealand
01.2022 - 06.2023
- Processed and made decisions on 200+ ADP claims per day based on company policies
- Liaised with departments for claim settlements and assisted in parts ordering
- Provided customer service related to ADP queries via phone, emails, and CRM tools
- Assigned site engineers to validate claims and accurately entered data into databases
- Prepared and presented monthly reports using advanced Excel and Power BI.
MIS Analyst
Telenova Networks Pvt Ltd
India
02.2020 - 12.2021
- Collected and managed data from various sources using advanced Excel and MySQL
- Ensured the accuracy of MIS reports and documents for skill development projects
- Prepared and presented reports using visualization tools like Tableau and Power BI
- Developed project proposals and followed up with clients and officials.
Education
Bachelor of Electronics and Electrical Engineering -
Cochin University of Science and Technology
Kerala, India08.2018
Skills
- Excellent communication
- Interpersonal skills
- Strong analytical
- Data entry abilities
- Exceptional attention to detail
- Proven customer service experience
- Proficiency in Microsoft Office Suite (M365, Excel) and Salesforce CRM
- Quick learner with a flexible and adaptable approach
- Experience in managing and analyzing large datasets
- Ability to work independently and within a team
- Fluent in English with strong negotiation skills
Certification
- Microsoft Excel Advanced User
- Salesforce CRM Training
- Power BI and Tableau Certification
- Full Clean New Zealand Driver’s License
Volunteer Experience
Community Support Volunteer, Rolleston Community Center, Rolleston, 03/2022, Present, Assisted in organizing community events and activities., Provided support to local residents through various community initiatives.
References
Available upon request
Timeline
Public Policy Interviewer
Reach Aotearoa (GSS and health survey project of STATS NZ)
06.2023 - Current
Customer Service Representative
The Warehouse
06.2023 - Current
Junior Analyst (Accidental Damage Protection Unit)
HP Sales Private Limited
01.2022 - 06.2023
MIS Analyst
Telenova Networks Pvt Ltd
02.2020 - 12.2021
Bachelor of Electronics and Electrical Engineering -
Cochin University of Science and Technology
- Microsoft Excel Advanced User
- Salesforce CRM Training
- Power BI and Tableau Certification
- Full Clean New Zealand Driver’s License
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