SHANTANU TANDON
Maribyrnong
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Casual Game Master
Adventure Rooms
7 2023 - Current
- Respond to customer inquiries and provided assistance over phone and in person.
- Hosting players for their game session
- Game mastering includes keeping a check on the players and making sure that there are no general or technical issues with the game.
- Troubleshooting and solving any lags or issues with rooms.
Onboarding Specialist
Till Payments
04.2022 - 01.2023
- Collaborated with cross-functional teams to ensure seamless integration of new clients into company's database.
- Helped in implementing customer payment solutions requirements, such as feeding the required data into ecom payment databases & CRM.
- Evaluated the effectiveness of onboarding strategies, continually updating approaches based on feedback and best practices.
Customer & Merchant Service Advisor
Openpay
10.2020 - 4 2022
- Assisted customer with all the application related enquires ( technical/non - technical)
- Assisted merchants with all the POS and POS integration (Point Of Sales) enquiries.
- Liaised with teams such as Credit, Fraud & risk and app support to mitigate key issues affecting customers.
- Performing KYC and credit checks manually whenever required.
- Liaised with BA's to create an interactive CS analytics dashboard to help and improve CS productivity and efficiency.
NSAT Analyst
Accenture
07.2018 - 02.2019
- Sentiment analysis through the use of chat. email and phone data.
- Providing coaching/feedback to the CS agents on the basis of result from analysis.
- Monthly reporting to Ops lead
Customer Service Officer
Accenture
10.2017 - 7 2018
- Handled customer inquiries and suggestions courteously and professionally.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Liaised with banks and financial institutions, in order to solve payment discrepancies.
Education
Masters of Business Analytics - undefined
La Trobe University
Melbourne, VIC 01.2019 - 04.2021
Bachelor of Business Administration -
Amity University
Noida, Uttar Pradesh 01.2014 - 04.2017
Skills
Availability
Monday - Friday: 9:00 am - 6:00 pm
Special Achievements
- Took a promotion in my first job after six months (from customer service advisor to Nsat Analyst)
- Created an interactive dashboard for my current team that helped in measuring day to day & month to month agent performance on the basis of time utilization, quality, productivity etc and furthermore helped in discovering the key pain areas.
- Liaised with different teams such as Credit risk to provide hardship assistance to the clients and need, which helped in overall reduction of risk & written off debts.
References
On Request
Timeline
Onboarding Specialist
Till Payments
04.2022 - 01.2023
Customer & Merchant Service Advisor
Openpay
10.2020 - 4 2022
Masters of Business Analytics - undefined
La Trobe University
01.2019 - 04.2021
NSAT Analyst
Accenture
07.2018 - 02.2019
Customer Service Officer
Accenture
10.2017 - 7 2018
Bachelor of Business Administration -
Amity University
01.2014 - 04.2017
Casual Game Master
Adventure Rooms
7 2023 - Current
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