Summary
Overview
Work History
Education
Skills
Timeline
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Sahil Sahdev

Roorkee

Summary

Diligent with background in senior customer support. Demonstrated ability to resolve complex customer issues and enhance service processes. Proven track record of utilizing communication and problem-solving skills to achieve high customer satisfaction. Ability to drive results-oriented financial decisions with a solid background in end-of-year financial reporting, taxation, and business management.


Overview

18
18
years of professional experience

Work History

Senior Customer Support Representative

Teleperformance
03.2024 - Current
  • Demonstrated exceptional team-building and collaboration skills, contributing to a highly motivated and results-driven environment, which improved overall team performance and cohesion. Consistently supported colleagues through knowledge sharing and mentorship, leading to a 15% increase in overall team efficiency
  • Maintained an outstanding individual scorecard, consistently exceeding key performance indicators (KPIs) by delivering an average of 30 calls per day with a Net Promoter Score (NPS) of 90%+, based on customer feedback. Ensured a customer-centric approach by providing top-tier service and fostering strong client relationships.
  • Mastered and adapted quickly to new processes within Airbnb, showcasing agility in learning and applying evolving policies and procedures. Consistently achieved an Average Resolution Time (ART) of under 10 minutes and a First Contact Resolution (FCR) rate of 85%, significantly enhancing customer satisfaction and operational efficiency in turn demonstrating a strong ability to learn and adapt to new processes within Airbnb, quickly mastering tools and systems to enhance operational efficiency.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Developed strong team dynamics by fostering open communication and collaboration among team members, which led to improved morale and a cohesive work environment.

Business Manager

Fancy Jewellers
02.2022 - 03.2024
  • Spearheaded the analysis and overhaul of business processes, leading to a 20% increase in operational efficiency
  • Implemented strategies to enhance customer interaction and built a highly skilled team through targeted training programs
  • Successfully modernized jewelry restoration techniques, aligning the business with the latest industry trends
  • Initiated and executed cost-effective measures, resulting in a 15% reduction in unnecessary complexities within business operations
  • Conducted in-depth market research to identify emerging trends, enabling the development of a strategic business growth plan

Accountant

Global Visa Help
12.2020 - 07.2021
  • Prepared comprehensive financial reports, budgets, and payroll, contributing to a 10% improvement in financial transparency
  • Played a pivotal role in financial transactions, collaborating with banks, clients, and management for seamless business operations
  • Introduced automation in financial information integration within QuickBooks, reducing processing time by 30%
  • Assisted the taxation accountant in ensuring compliance with relevant accounting standards
  • Conducted financial analysis, identifying areas for cost savings and proposing effective financial strategies

Accountant

Ozmetal and Rubber Pty Ltd
03.2019 - 02.2020
  • Executed month-end processes accurately and on time, resulting in a 25% reduction in reporting discrepancies
  • Coordinated monthly P&L, working capital, and cash flow forecasts, contributing to improved financial planning
  • Prepared detailed financial statements utilizing advanced Excel spreadsheets, enhancing financial reporting accuracy
  • Collaborated with partners to formulate effective marketing strategies, aligning financial planning with business needs
  • Played a key role in the preparation and lodgement of BAS, PAYG, and other tax calculations

Accountant

Active Tax Services (Chartered Accountants)
09.2018 - 02.2019
  • Managed financial departments, overseeing budgets, forecasting, and payroll functions for a team of 10+ employees
  • Conducted detailed gross payment and interest income analysis, ensuring accurate financial reporting for individuals
  • Provided on-site support to clients, aiding in the preparation of company accounts aligned with accounting standards
  • Prepared and lodged up to 10-20 income tax returns daily, ensuring compliance with taxation regulations
  • Implemented effective financial controls, resulting in a 20% reduction in errors during day-end reconciliations

Accounts Receivable Officer

Austagencies Pty Ltd
07.2017 - 08.2018
  • Streamlined daily receipting processes for 10 companies, ensuring accurate and timely processing of payments
  • Managed claim payments for 40-50 claims daily, optimizing efficiency and reducing payment processing time
  • Implemented end-of-month reporting systems, converting reports into PDF format for enhanced accessibility
  • Conducted high-standard reconciliations for insurance accounts, ensuring accuracy in financial records
  • Calculated and processed stamp duty, GST, overseas GST, FST, and other duties and levies

Junior Accountant

Two Mad Ducks Pty Ltd
02.2015 - 06.2017
  • Generated monthly invoices for major accounts, maintaining meticulous records in MYOB
  • Conducted daily bookkeeping transactions and maintained an organized payments schedule
  • Verified financial statements, ledgers, and accounts, ensuring accuracy and compliance
  • Reconciled electronic transactions and end-of-shift reports, minimizing discrepancies
  • Collaborated in maintaining high standards for day-end reconciliations for the general ledger

Bhatia and Company
09.2007 - 10.2010
  • Company Overview: (Trainee Accountant)
  • Recorded transactions, reconciled accounts, and maintained accuracy in financial records
  • Analyzed and interpreted financial statements
  • Prepared and reviewed budgets, fund flow, and cash flow statements
  • Collaborated in the preparation and review of up to 10-20 Income tax returns daily
  • Assisted in financial planning discussions with partners, contributing to strategic business decisions
  • (Trainee Accountant)

Education

APG Diploma - Leadership & Management

Australian College of The Professions
Sydney
01.2021

Master of Commerce - Professional Accounting

Federation University
Sydney
01.2015

Bachelor of Commerce -

Delhi University
New Delhi
01.2010

Skills

  • Financial Analysis
  • Financial Reconciliation
  • Cash Flow Management Expertise
  • Market Trend Forecasting
  • Expense Management
  • Adherence to Accounting Standards
  • Strategic Planning
  • Trend Analysis
  • Jewelry Market Expertise
  • Contemporary Jewelry Restoration
  • Staff Training and Development
  • Cost-Effective Solutions Deployment
  • Financial Planning
  • Team Leadership
  • Financial Control Implementation
  • Claims Processing
  • End-of-Month Reporting
  • Reconciliation of Insurance Accounts
  • Proficient in MS Excel
  • MYOB
  • QuickBooks
  • Xero
  • Attaché
  • Outlook
  • PowerPoint
  • Experienced in Microsoft Word

Timeline

Senior Customer Support Representative

Teleperformance
03.2024 - Current

Business Manager

Fancy Jewellers
02.2022 - 03.2024

Accountant

Global Visa Help
12.2020 - 07.2021

Accountant

Ozmetal and Rubber Pty Ltd
03.2019 - 02.2020

Accountant

Active Tax Services (Chartered Accountants)
09.2018 - 02.2019

Accounts Receivable Officer

Austagencies Pty Ltd
07.2017 - 08.2018

Junior Accountant

Two Mad Ducks Pty Ltd
02.2015 - 06.2017

Bhatia and Company
09.2007 - 10.2010

APG Diploma - Leadership & Management

Australian College of The Professions

Master of Commerce - Professional Accounting

Federation University

Bachelor of Commerce -

Delhi University

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Sahil Sahdev