Padmaja Neelam

Client Service and Support:

• Conducted regular in-home visits to clients, providing personalized support and guidance.
• Managed client interactions via counter, phone, and online channels, ensuring timely and effective issue resolution.

Application and Inquiry Management:

• Processed and assessed applications and inquiries in accordance with relevant legislation, policies, and procedures.
• Collaborated with team members to achieve key performance indicators (KPIs), and ensure sustainable tenancies.

Administrative and technical expertise:

• Utilized technologies such as iPads, online phone systems, and digital forms to streamline processes and enhance the client experience.
• Performed administrative tasks, including document filing, letter preparation, and data entry.

Client relationship building and needs assessment:

• Gathered information from clients to assess their needs, and provide tailored solutions.
• Fostered positive client relationships through regular contact, follow-up calls, and proactive issue resolution.

Customer Service and Issue Resolution:

• Analyzed customer account information to identify and resolve complex issues, providing tailored solutions and support.
• Responded to customer inquiries via phone and email, delivering company information, policy details, and timely issue resolution.

Customer Engagement and Relationship Building:

• Utilized exceptional telephone etiquette to ensure warm and welcoming customer interactions, employing active listening skills to identify and address customer concerns.
• Gathered customer feedback to ensure needs were met, and expectations exceeded.

Data Management and Reporting:

• Maintained accurate and up-to-date customer account information, ensuring seamless issue resolution and effective customer management.
• Created comprehensive reports summarizing customer interactions, providing valuable insights for management review, and process improvement.

Process Improvement and Collaboration:

• Collaborated with the supervisor and management to escalate complex issues, ensuring timely and effective resolution.
• Contributed to the development of new procedures for handling customer issues, driving process improvements, and enhancing customer satisfaction.

• Assisted clients in accessing and utilizing community resources to meet their needs.
• Monitored progress of clients' goals and objectives.
• Served as a liaison between families, caregivers and internal, external service providers.
• Assisted clients with their applications to various organizations, such as Therapist Service applications, Trustee, and Guardian documentation.

• Provided excellent customer service by responding to inquiries in a timely and efficient manner.
• Developed strategies to improve customer service processes and procedures.
• Managed daily operations of the Customer Service Department.
• Handled escalated customer complaints and disputes in a professional manner.
• Performed follow-up calls to ensure customer satisfaction with product and service delivery.