Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Maria Sabatine

Operation Team Member Customer Service Direct
Bengaluru

Summary

With 8+ years of experience optimizing customer satisfaction and streamlining processes and resolving conflicts, managing time effectively, and driving strategic initiatives. Skilled in handling customer dissatisfaction and disputes, resulting in consistently high Net Promoter Scores. Committed to fostering strong customer relationships through early engagement and direct support.

Overview

9
9
years of professional experience

Work History

Operations Specialist - CSD

Commonwealth Bank
06.2023 - Current
  • Managed Async customer support chats, ensuring timely and accurate resolution of inquiries related to Home Loans, Personal Loans, Credit Cards, and Step Pay, in compliance with Australian banking policies.
  • Handled payment portals by implementing Automated Fund Transfer (AFT) and reestablishing direct debit for loans and credit cards based on customer requests
  • Managed financial assistance for overdue accounts, dishonored payments, sweep accounts, and over-limit accounts, ensuring efficient resolution and compliance with financial policies
  • Passionate about customer satisfaction, showing initiative and problem solving in wide variety of situation.
  • Established trust with customers through clear communication, patience, and understanding their unique challenges fully before offering solutions to their needs.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills..
  • Fostered highly empathetic customer relationships, consistently surpassing service standards and maintaining a high Net Promoter Score (NPS) by effectively resolving customer inquiries.



Customer Experience Specialist

RCI India Pvt Ltd
6 2016 - 05.2023
  • Resolved customer dissatisfaction disputes through direct calls, ensuring all cases were handled efficiently and in strict compliance with regulatory standards.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Provide insights and analysis on customer dissatisfaction, identified using Root cause analytics and Fishbone Methodology.

Sales Executive

Fleming
06.2015 - 04.2016
  • Responsible for Sales and Business development activities around the globe mainly focusing on EMEA / APAC Region for generating new business and growing revenue
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Connect, Cold Calling and establishing connections with decision makers from enterprise companies (C Level Decision Makers)
  • Researching and identify new customers and business potential clients


Education

Bachelor of Commerce -

Baldwin Women's Methodist College
Bangalore

Pre University -

Baldwin's Women's Methodist College
Bangalore

Skills

    Time Management

    Team Collaboration

    Conflict Resolution

    MS Excel, Word and PPT

    Empathy and Patience

    Product Knowledge

    Problem-Solving

Languages

English
Advanced
Kannada
Upper intermediate
Tamil
Advanced

Timeline

Operations Specialist - CSD

Commonwealth Bank
06.2023 - Current

Sales Executive

Fleming
06.2015 - 04.2016

Customer Experience Specialist

RCI India Pvt Ltd
6 2016 - 05.2023

Bachelor of Commerce -

Baldwin Women's Methodist College

Pre University -

Baldwin's Women's Methodist College

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Maria SabatineOperation Team Member Customer Service Direct