Puja Ghosh

Client - AGL (Dec 2023 - March 2025)

• Directed a team of 35 individuals while delivering outstanding customer service.
• Cultivated robust relationships with clients through a positive demeanor and attentive engagement.
• Provided mentorship and guidance to staff to ensure the effective execution of their responsibilities.
• Facilitated cross-training and offered support for customer service managers.
• Enhanced customer support by creating a collaborative service atmosphere.
• Instructed team members in customer service methodologies, offering constructive feedback and motivation to achieve sales objectives.
• Engaged in cross-functional team-building initiatives.
• Organised weekly meetings for internal stakeholders.
• Promptly addressed emails, voicemails, and written communications.
• Delivered training and mentorship to team members to enhance productivity, accuracy, and dedication to excellent service.
• Identified opportunities for process improvements to minimize manual tasks and enhance efficiency.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Established clear expectations for employees, providing guidance when needed.
• Analyzed data from various sources to identify areas of improvement in the department's operations.
• Provided regular coaching and feedback on employee performance, encouraging professional development.

Client - AGL (Oct 2019 - Jan 2023)

• Assisted team members by providing product and process expertise to address customer inquiries and complaints, thereby improving the overall customer experience with AGL.
• Served as a backup lead responsible for the preparation of reports, presentations, and business cases for both internal and external stakeholders.
• Managed chat communications in the event of escalations.
• Provided coaching and training to agents to enhance their customer interaction skills.
• Developed and compiled technical reports, studies, and associated documentation.
• Developed effective communication channels between internal departments at the SME.
• Maintained up-to-date records of all transactions related to SME activities.
• Offered one-on-one support for team members and managers to drive continuous improvement.

Client - AGL (Feb 2013 - Sep 2019)

• Assisted customers with their utility accounts, focusing on new connection setup, meter configuration, billing, and payment allocation for clients in Australia.
• In 2016, transitioned to a customer-facing role through chat and social media platforms to address customer inquiries and complaints.
• Enhanced team performance by efficiently and accurately completing assigned tasks.
• Actively sought learning opportunities to expand knowledge and prepare for leadership roles.
• Quickly mastered all necessary tasks to optimize performance.
• Effectively resolved issues to uphold productivity targets.
• Engaged in cross-functional team-building initiatives.
• Assumed extra responsibilities during unforeseen backlogs, contributing to the achievement of project deadlines.
• Participated in training sessions for new employees when needed.
• Trained new team members using approved training materials and information.