Summary
Overview
Work History
Education
Skills
Key Knowledge
Languages
References
Languages
Timeline
Generic

Kshitij Kumar

New Delhi

Summary

Experienced, highly-motivated and polished professional offering over 10 years of experience in Client Management, Business Development, Financial reporting and Customer resolution. I endeavor to leverage my extensive experience in the professional working environment by displaying dedication, determination and attention for detail to derive optimal results.

Overview

10
10
years of professional experience

Work History

General Banking and Home Loan Associate

Ubank (part of National Australian Bank)
Sydney
06.2022 - 11.2023
  • Providing timely, accurate and professional answers to service requests relating to General Banking and Home Loan Applications.
  • Analyzed suspicious account activity, money laundering, and identity theft losses.
  • Co-ordinate with major credit report agencies (Equifax, Experian and Cuscal) to notify of financial discrepancies
  • Responding to all customer enquires through verbal and written communication (case management and chat)
  • Assisting customers to navigate through the ubank -banking application and promote self-serve functionality
  • Assisted in processing/back office support as required.
  • Learning new things and be involved in change management
  • Present strategies and findings at monthly department meetings.

Customer Service Advisor

NSW Government-Department of Customer Service| Datacom-Sydney
Sydney
09.2021 - 03.2022
  • Respond to enquiries from general public on a wide range of matters mostly on latest public health orders, travel restrictions, covid-19 vaccination support, pandemic and other disaster management
  • Providing guidance to general public on various NSW Government’s business support packages and business grants
  • Screening applications to determine eligibility criteria for business support grants
  • Update and maintain records and databases on Salesforce about people in need for essential supplies, medical supervision and mental health support
  • Educate client/customers on the rights and responsibilities of parties to raise community awareness.

Customer Experience Representative

TNT Express/Fedex
Sydney
10.2018 - 09.2021
  • Taking a high volume of inbound calls from customers, striving for first call resolution
  • Assisting customers with tracking of shipments/consignments
  • Dealing with general enquires including making bookings for freight collection
  • Advise customers on products and services available to them
  • Upsell products and services where appropriate.

Customer Service Advisor

NSW Govt-Dept of Fair-Trading
02.2021 - 05.2021
  • Respond to enquiries from general public on a wide range of matters and provide timely, accurate, and consistent advice
  • Update and maintain records and databases, complying with service delivery systems
  • Educate client/customers on the rights and responsibilities to raise community awareness
  • Collect and compile information for, and prepare documentation and correspondence
  • Provide project management support and/or administrative services and track progress.

Customer Service Officer- Concessions

Transport for NSW, Sydney
12.2017 - 04.2018
  • Check the eligibility of applicants prior to processing & issuing NSW transport concession products
  • Process applications through from receipt of forms to archiving of records including data capture
  • Making outbound calls and e-mails to inform customers about their eligibility outcome
  • Receive, assess and process applications for concession products to ensure operational efficiency
  • Provide accurate response to inquiries and complaints received by mail or telephone and ensure delivery of prompt customer service and strictly adhere to TfNSW Privacy Policies.

Customer Service Officer-Inbound

Serco Australia Pty Ltd (Transport of NSW), Sydney
11.2015 - 02.2017
  • Proficiently and professionally responded to inbound customer queries for transport NSW (ITIS-Integrated transport and Information services project)
  • Data entry and eligibility check for NSW Transport Products-Opal Cards, Concession Cards etc
  • Resolving payment discrepancies, missing payments in tandem with finance Department
  • Efficiently answered 100+ inbound calls in a fast-paced Contact Centre environment
  • Officially commended for initiative, enthusiasm and intense focus in performance evaluations
  • Frequently accomplished 100% results in terms of quality, Call Volumes, Average Handling Time
  • Received compliments from customers for outstanding customer service and interpersonal skills
  • Met service level guidelines, attained 100% quality for five consecutive months.

Research Associate Consultant

WSA Equity and Financial Research Pvt. Ltd., Bangalore, India
Bangalore
07.2013 - 01.2014
  • Financial advice, written and verbal, on US Exchange listed companies to assist investor decisions
  • Analysing Balance sheets and other Financial metrics for S&P 500 and Dow Jones listed companies
  • Keeping track of Global Macro & micro-economic news
  • Writing Press and News Releases for US listed companies and securities
  • Macro and Micro economic analysis from Wall Street Journal, Thomson Reuters, Bloomberg.

Education

Master of Accounting -

Western Sydney University
01.2017

Post Graduate Program in Planning and Entrepreneurship (majors in Finance) -

New Delhi, India
01.2010

Bachelors of Commerce -

Delhi University, India
01.2006

Skills

  • Expertise in Microsoft applications; MS Word, MS Excel, Power Point, Pivot, Outlook and Prophet 21
  • Proficient with Genesys Pure Cloud, Dynamic CRM, Data Action and Microsoft Suite
  • Proficient with various CRM software’s for accurate data capture and analysis, especially Salesforce Classic and Salesforce Lightning
  • Excellent oral and writing skills developed through communication and preparation of investor research reports to clients
  • Sound knowledge of Financial, Banking and Capital Markets, and Financial instruments etc
  • Well acquainted with International Accounting Standards & accounting transactions
  • Exceptional research skills exhibited during scholastic and corporate experience

Key Knowledge

  • Expertise in Microsoft applications; MS Word, MS Excel, Power Point, Pivot, Outlook and Prophet 21
  • Proficient with various CRM software’s for accurate data capture and analysis, especially Salesforce Classic and Salesforce Lightning
  • Excellent oral and writing skills developed through communication and preparation of investor research reports to clients
  • Sound knowledge of Financial, Banking and Capital Markets, and Financial instruments etc.
  • Well acquainted with International Accounting Standards & accounting transactions
  • Exceptional research skills exhibited during scholastic and corporate experience

Languages

  • English: Superior
  • Hindi: (Native Speaker)

References

References available on request

Languages

French
First Language

Timeline

General Banking and Home Loan Associate

Ubank (part of National Australian Bank)
06.2022 - 11.2023

Customer Service Advisor

NSW Government-Department of Customer Service| Datacom-Sydney
09.2021 - 03.2022

Customer Service Advisor

NSW Govt-Dept of Fair-Trading
02.2021 - 05.2021

Customer Experience Representative

TNT Express/Fedex
10.2018 - 09.2021

Customer Service Officer- Concessions

Transport for NSW, Sydney
12.2017 - 04.2018

Customer Service Officer-Inbound

Serco Australia Pty Ltd (Transport of NSW), Sydney
11.2015 - 02.2017

Research Associate Consultant

WSA Equity and Financial Research Pvt. Ltd., Bangalore, India
07.2013 - 01.2014

Master of Accounting -

Western Sydney University

Post Graduate Program in Planning and Entrepreneurship (majors in Finance) -

New Delhi, India

Bachelors of Commerce -

Delhi University, India

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Kshitij Kumar