Krithika Sanjay
Bengaluru
Summary
Dedicated and knowledgeable professional with extensive experience in the service industry. A solid team player known for an outgoing and positive demeanor, with a proven ability to establish rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializing in quality, speed, and process optimization, I bring an articulate, energetic, and results-oriented approach to work. Exemplary passion for developing relationships, cultivating partnerships, and growing businesses is evident in a commitment to excellence.
Overview
5
5
years of professional experience
Work History
Senior Billing Analyst
NZ Post
08.2024 - 12.2024
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
- Provided technical support for troubleshooting analytics and reporting issues.
- Reduced errors in SOP documentation by conducting thorough reviews and editing.
- Improved consistency across all SOPs by enforcing adherence to company-wide standards.
- Maintained up-to-date knowledge of industry standards and best practices in UAT testing methodologies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Facilitated cross-training programs within billing department, enhancing team versatility and coverage during peak periods.
Billing Analyst, Customer Financial Services
NZ Post
04.2023 - 08.2024
- Developed strong relationships with clients'' accounts payable departments to facilitate prompt payment processing and minimize delinquencies.
- Improved customer satisfaction with timely resolution of billing inquiries, addressing concerns, and providing clarification on charges.
- Played an integral role in system migrations or upgrades by providing input on billing-related functionality and assisting in data validation efforts.
- Reduced billing discrepancies by closely monitoring account adjustments and ensuring accurate application across systems.
- Contributed to process improvements within the organization by participating in periodic review sessions focused on identifying best practices and streamlining workflows where possible.
- Streamlined invoice processing by implementing efficient data entry techniques and utilizing advanced software tools.
- Resolved complex billing issues involving multiple entities or currencies, demonstrating a high level of attention to detail and problem-solving ability.
Customer Service Officer
Inland Revenue
11.2021 - 11.2022
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer adjustments to maintain financial accounts.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Identified issues, analyzed information and provided solutions to problems.
- Collaborated with personnel to provide updated knowledge regarding industry application standards and specifications.
- Identified and demolished development roadblocks to prohibit slowed operations or halted productive development efforts.
- Understanding the various types of Government and operational policy, including its intent, relevant to my area of technical expertise.
Customer Service Representative
Hutt City Council
06.2021 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Answered constant flow of customer calls with minimal wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
Sales Support Representative
Noel Leeming
03.2021 - 05.2021
- Responded to customer inquiries for scheduling of meetings, sales appointments and order status follow-up.
- Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
- Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Technical Support Advisor
Concentrix
08.2020 - 03.2021
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
Customer Service Travel Consultant
EcoTravels Wellington
08.2019 - 08.2020
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
- Provided technical support for troubleshooting analytics and reporting issues.
- Reduced errors in SOP documentation by conducting thorough reviews and editing.
- Improved consistency across all SOPs by enforcing adherence to company-wide standards.
- Maintained up-to-date knowledge of industry standards and best practices in UAT testing methodologies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Facilitated cross-training programs within billing department, enhancing team versatility and coverage during peak periods.
Education
Graduate Diploma - Engineering
Wellington Institute of Technology
Petone, Wellington02.2020
Bachelor Of Engineering Technology - Construction Management
Sri Jayachamarajendra School of Engineering
Mysore, Karnataka, India07.2017
Skills
- Customer service
- Self-motivated professional
- Critical thinking
- Customer relations
- Interpersonal Communication
- Written Communication
- Customer relationship management (CRM)
- Great attention to detail
- Team development
- Excellent multitasking capability
- Relationship building
- Advanced Microsoft applications proficiency
- Task prioritization
- Teamwork and Collaboration
- Follow-up skills
- Technical Support Triage
- Dispute Resolution
- Accounts Receivable
- Billing Systems
- Payment Processing
- Data Interpretation
- Invoice Processing
- Payment posting
- Billing systems and software
- Invoicing proficiency
- CRM Systems proficiency
Timeline
Senior Billing Analyst
NZ Post
08.2024 - 12.2024
Billing Analyst, Customer Financial Services
NZ Post
04.2023 - 08.2024
Customer Service Officer
Inland Revenue
11.2021 - 11.2022
Customer Service Representative
Hutt City Council
06.2021 - 08.2021
Sales Support Representative
Noel Leeming
03.2021 - 05.2021
Technical Support Advisor
Concentrix
08.2020 - 03.2021
Customer Service Travel Consultant
EcoTravels Wellington
08.2019 - 08.2020
Graduate Diploma - Engineering
Wellington Institute of Technology
Bachelor Of Engineering Technology - Construction Management
Sri Jayachamarajendra School of Engineering
Similar Profiles
Lily HainesLily Haines
Courier Driver at NZ Post/ NZ Couriers & MainstreamCourier Driver at NZ Post/ NZ Couriers & Mainstream
Zarlynda WhiteZarlynda White
Delivery Agent at NZ PostDelivery Agent at NZ Post
Tienna-Li ErinmoreTienna-Li Erinmore
Processing Officer at NZ PostProcessing Officer at NZ Post