Overview
Work History
Education
Skills
Awards
References
Extracurricular Activities
Languages
Timeline
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Theebhika Suriyakanthan

Auckland,AUK

Overview

16
16
years of professional experience

Work History

Customer Care Agent

Sky Television Ltd
Mt Wellington, Auckland
05.2022 - 04.2023
  • Role existed of similar duties held in Sky Technical Team with extension to prioritizing relocation queries and updating address information
  • Work from home - stayed up to date on new program offering like MS Team, SalesForce and Genesys PureCloud
  • Resolve customer complaints and ensure calls are handled in a professional and prompt manner, attending and following up to customers requests
  • Promoted to become an Admin staff within 2 months of joining the relocation team due to confidence exerted of the system and company policies
  • Consistently met the expected KPI (on Queue > 80%, Upsell > 12%).

Cards Operations Support Officer

Westpac Group
Takutai Square, Auckland
06.2019 - 12.2019
  • Scanning, filing and transferring documentations to relevant departments on a daily basis
  • Monitoring daily mail return and processing card operations by data entry
  • Direct contact with Westpac customers via phone to update customer data base
  • Emailing Westpac customers to their inquiry via outlook promptly
  • Good technical knowledge with the financial software Vision Plus and Sales Assist
  • Assisting the Card Holder Team with card application requests which includes: processing additional cards, name change and closures, loading direct debits, reissuing visa cards.

Customer Service Representative

Sky Network Television Ltd
Mt Wellington, Auckland
01.2017 - 05.2019
  • Experience in selling/promoting Sky products to new/existing customers over the phone
  • Achieved and exceeded monthly target (KPI), consistently earned 'above average' (90-100%) on-call quality evaluation
  • Assisted with billing and technical queries
  • Use of Sky cloud and Citrix programs
  • Developed talent to ensure customer satisfaction and think clearly under pressure
  • Awarded outstanding and effortless customer service for the month of March 2019.

Sales Assistant

Stevens Homewares Ltd
Sylvia Park, Auckland
01.2010 - 01.2013
  • Sold quality Kitchenware to achieve the company's sales target
  • Handled cash and worked behind counter (Point of Sale).

Checks Operator/ Sales Assistant

Rebel Sport
Mt Wellington, Auckland
01.2008 - 01.2010
  • Worked in large teams and managed the counter (POS)
  • Demonstrated a wide range of product knowledge working in Women's Apparel and Shoe department.

Customer Service Representative

Auckland Council
Manukau, Auckland
09.2023 - 12.2023
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Recreational Caregiver

Eastcliffe Retirement Village
  • Assisted with food preparation, cleaning up and feeding of elderly
  • Involved carrying out recreational activities for elderly.

Education

Selwyn College
Auckland

Skills

  • Computer and IT
  • Communication skills
  • Customer service
  • Language Proficiency
  • First Aid
  • Drivers License

Awards

  • Excellence of Achievement in Mathematics
  • Excellence of Effort in English & Art
  • University of Auckland Access Scholarship

References

  • Julianna Tovine, Team Leader - Relocation, Sky TV (Mt Wellington), 022 155 3514, julestovine3@gmail.com
  • Robert Lemon, Team Leader/Card Operations Manager, Westpac Head Office (Takutai Square), 021 323 808, robert.lemon@westpac.co.nz
  • Stewart Bain, Team Leader - Technical, Sky TV (Mt Wellington), 027 478 3933, stewart.bain@sky.co.nz

Extracurricular Activities

Sports Arts Veena (South Indian instrument) Excellence of Service as member of the Indian-Sri Lankan Cultural Group - Selwyn College Community and Volunteer work

Languages

Exceptional command of the English and Tamil language verbally

Timeline

Customer Service Representative

Auckland Council
09.2023 - 12.2023

Customer Care Agent

Sky Television Ltd
05.2022 - 04.2023

Cards Operations Support Officer

Westpac Group
06.2019 - 12.2019

Customer Service Representative

Sky Network Television Ltd
01.2017 - 05.2019

Sales Assistant

Stevens Homewares Ltd
01.2010 - 01.2013

Checks Operator/ Sales Assistant

Rebel Sport
01.2008 - 01.2010

Recreational Caregiver

Eastcliffe Retirement Village

Selwyn College

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Theebhika Suriyakanthan