Satty Bansal

I have over 25 years of customer service experience mainly working in the finance and software industry. I take ownership of on-boarding new clients, customers and employees which have all helped to achieve our department's targets. I have created training videos and webinars using Camtasia software or PowerPoint.

I deliver virtual training sessions and webinars for external customers and internal staff on how to use our software. I also provide ideas to look at ways to contribute to our ongoing drive for continuous improvement within the helpdesk processes and implement automated responses to Zendesk tickets using macros. I have contributed towards large team projects to support the onboarding process, such as creating onboarding checklists, and providing product guides to clients and customers to understand how to navigate our systems.

Customer Support Advisor - Hometrack - Wolverhampton

(2016-03)

I work remotely on a full-time, permanent basis. I am the first point of contact for all customers and clients and I take ownership of all queries that come through our helpdesk line. I deal with technical queries to support the users of our property valuation report platforms, along with providing training on how to handle technical queries or complaints.

I also take ownership of on-boarding new clients and have successfully onboarded new employees, new customers (valuer firms) and new clients (lenders). I have contributed towards large team projects to support the onboarding process, such as creating onboarding checklists, providing product guides, clients and customers to understand how to navigate our systems. I liaise with stakeholders including account managers to support the handover process when we acquire new customers, the development team to handle change requests from new customers, and the data and migration team with complex queries related to the migration process to our software platform.

I have managed many high-value portfolio projects with more complex accounts with clients and I ensure that we drive satisfaction, renewals, and growth through regular check-ins an

Sales Administrator - Cousins Furniture Stores - Oldbury, West Midlands, UK B69 4HH

(2015-06 - 2015-10)

Temporary role

• Contacted suppliers to obtain acknowledgement references and delivery dates for customers' orders
• Checked customers' orders/stock orders were correct, signed off the proforma invoice & sent to the supplier for production
• Booked containers to be delivered to the warehouse in Oldbury, or Sharston warehouse, liaised with warehouse managers
• Answered calls from customers who wanted to report any damages, or concerns, or complaints about their furniture
• Liaised with the sales team, liaised with the customer and supported the accounts team when required
• Maternity leave from April 2014 - April 2015

Customer Service Advisor - PH Jones - Ham Lane, Kingswinford, Dudley, DY6 7JU

(2014-02 - 2014-04)

Social housing industry. Ongoing temporary role arranged by Office Angels.

• Answered inbound calls from council tenants who wanted to request services, arrange repairs or register complaints
• Planned the field engineers diaries and actively liaised with the engineers, housing associations and tenants on a daily basis to arrange and confirm selected dates for work to be carried out by the engineers
• Updated computer database, arranged central heating installations, boiler repairs and electrical services for tenants

Customer Service Administrator - Halifax mortgages (part) - Halifax Mortgages - PO Box 81, Wobaston Road, Wolverhampton, WV9 5HZ

(2012-04 - 2014-01)

Permanent role that ended in redundancy.

• Handled mortgage application queries from customers, solicitors & brokers regarding the status of their mortgage application. I also conducted credit searches, updated certificates of title, updated case notes, and requested outstanding documents
• Relocated to Wolverhampton after getting married on 25th February 2012

Customer Service Consultant - Halifax Bank Of Scotland Plc - West Bank, Water Lane, Leeds, LS98 3HX

(2005-06 - 2012-02)

Permanent role in the bank account department. Financial service - bank industry.

• Handled bank account queries on a daily basis and promote other products and services that we have on special offer
• Sold credit cards, personal loans, current accounts, saving accounts and online banking service
• Awarded a 'Motivation Car Parking Space' for a week for being the top sales person in the department in Jan 2012
• Awarded a certificate for scoring a 10/10 Net Promoter Score from customer service surveys
• Awarded recognition for outstanding sales performance in internet banking sales from my manager
• Awarded recognition for providing great service during the 'National Customer Service Week' in Oct 2011
• Maintained my performance with regards to AHT (average handling time), sales and customer service targets
• Provided sales coaching support to colleagues who needed to improve their sales targets

E-Marketing Officer - Leeds Chamber of Commerce - White Rose House, 28a York Place, Leeds, LS1 2EZ

(2003-07 - 2004-06)

Business membership organisation. 12 month work placement arranged by university.

• Designed flyers, leaflets and posters to promote Chamber events & administered projects for the eBusiness Club contract
• Updated websites for the Leeds Chamber and e-Business Clubs
• Produced and managed the fulfilment of various direct-mail B2B & B2C campaigns (for retention and recruitment campaigns), and liaised closely with mailing houses and design agencies
• Used Excel to manipulate data, update marketing plans, marketing budgets and other marketing material
• Participated in meetings with design agency to discuss creative ideas for new website, wrote up minutes of meetings

Certificate of higher education - Camtasia Studio Made Easy - Unknown (2022-12 - 2023-01)

Certificate of higher education - Customer Service: Managing Customer Expectations - LinkedIn Learning (2022-03 - 2022-03)

Certificate of higher education - Building Rapport with Customers - LinkedIn Learning (2021-02 - 2021-02)

Certificate of higher education - Customer Service: Handling Abusive Customers - LinkedIn Learning (2020-01 - 2020-01)

Certificate of higher education - Fundamentals of Project Planning & Management - Unknown (2019-05 - 2019-08)

Level 2 Certificate - Customer Services - Unknown (2013-10 - 2014-01)

BA - Business Information Management - Leeds Beckett University (2001-09 - 2005-06)

BTEC National Diploma - Computer Studies - Leeds College of Technology (1998-09 - 2000-06)

A Level - Art & Design - Leeds College of Art (1996-09 - 1998-06)

GCSE - 8 GCSEs - Garforth Academy (1991-09 - 1996-07)