Akshata Ratnakar

Client: Origin Energy, Melbourne

• Act as the first point of contact for customers, providing comprehensive end-to-end support via phone calls, chats, and emails across various portfolios
• Responsible for assisting customers with inquiries, billing, service disruptions, and payments while ensuring exceptional service delivery
• Collaborate with internal teams to resolve issues efficiently and identify opportunities for business process improvements
• Currently managing potential Ombudsman complaints by making outbound calls to the customers and ensuring compliance is met and delivering timely, fair resolutions
• Delivered front-line support to customers, addressing inquiries related to onboarding/offboarding, billing, payments, service outages, and more
• Successfully managed complex complaint cases, ensuring prompt resolution in compliance with company policies and regulatory guidelines
• Provided tailored assistance to customers facing financial hardships, guiding them through payment plans and collections processes, and offering information on government-funded hardship programs
• Educated customers about energy-saving programs, conservation techniques, and alternative energy options to promote efficiency and cost savings
• Proactively engaged in outbound calls/emails to follow up on customer inquiries and support resolution efforts
• Assisted in driving sales by promoting ongoing offers and detailing benefits alongside core customer support tasks
• Collaborated with cross-functional teams to enhance service delivery and optimize internal processes for better customer outcomes
• Maintained accurate and detailed records of customer interactions in the CRM system, ensuring updated profiles and compliance with data policies
• Adhered strictly to compliance scripting and provided all required information to customers in line with company standards
• Drafted and sent B2B emails to address specific inquiries and coordinate resolutions
• Playing an integral role in managing potential Ombudsman complaints, doing outbound calls to the customers and conducting thorough investigations, and ensuring satisfactory outcomes for escalated cases

• Managed end-to-end recruitment operations for IT and non-IT positions, collaborating closely with clients to understand their staffing needs
• Played a key role in sourcing, screening, and onboarding candidates while maintaining strong client relationships
• Additionally assisted in product procurement activities as part of extended responsibilities

• Engagement with many internal business partners to achieve best-in-class vendor onboarding, gather requirements, maintain quality product with attention to details to improve
• Performing product quality check that are being uploaded to ecommerce websites, identifying and validating errors
• Work closely with vendors in correcting the errors and help them to provide high quality product detailed
• Co-ordinate with vendors and buyers to accurately reflect the price as per Catalog, product information's
• Co-ordinate with team to improve processes and guide the peers to achieve team KPIs

• Conducted pre-screening of candidate profiles, initial phone screenings, and facilitated background checks to ensure compliance with hiring standards.
• Managed the recruitment process for approximately 70 blue-collar workers, addressing workforce challenges and resolving employee concerns effectively.
• Led initial face-to-face interviews, coordinated background verification processes, and ensured accurate completion of all post-hiring documentation.
• Supported onboarding activities, ensuring a seamless integration of new hires into the organization.

• Worked in a fast phase environment. Handling inbound calls related to holiday bookings globally for Virgin holidays, UK, assisting customers on finding the best deals for their vacation and mostly converting every call into sale
• Excellent customer interactions and made sure to book their holiday according to their needs
• Handled customer complaints
• Involved in marketing the best deals and selling the holiday packages. Made efficient sales with a time bound goal
• Convincing customers with options of choosing and helping with decision making with good offers and packages