Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

AVNEESH KAUR KEHAL

Sacramento,CA

Summary

Dynamic Staff Services Analyst with over 10 years of customer service experience. Proven ability in research and analysis, enhancing service delivery through effective communication, and problem-solving. Recognized for meticulous attention to detail and a strong commitment to customer satisfaction, consistently exceeding performance metrics.

Overview

11
11
years of professional experience

Work History

Staff Services Analyst

California State Teachers' Retirement System
West Sacramento, CA
06.2024 - Current
  • Managed customer contacts across multiple communication channels to enhance service delivery.
  • Executed detailed analyses to identify technical issues and recommend solutions for online support.
  • Supported service level objectives by communicating effectively with all organizational levels.
  • Leveraged over seven years of information technology experience to provide basic online support.
  • Handled a multi-channel workload efficiently to maximize productivity and customer satisfaction.
  • Collaborated as a team member while also excelling in independent problem-solving and resolution initiatives.
  • Demonstrated strong work ethic and integrity in all professional interactions.
  • Assisted CalSTRS members by delivering precise account information tailored to individual needs.

EQUITIES ASSOCIATE AND QUALITY CONTROL ANALYST

Commonwealth Bank of Australia
Sydney, Australia
10.2021 - 10.2023
  • Received inbound customer calls regarding their equities, accounts, settlements, trading limits, estate matters, corporate actions, and conversions, e.g., I2C, B2B, and OMT.
  • Quickly understanding customers' issues and then using strong problem-solving skills to deliver relevant and effective solutions to create a positive outcome.
  • Educating clients in the mechanics of our products and processes in an efficient manner, and having the ability to articulate the complex issues in an effortless way.
  • Responsibility to be accountable for self-performance and KPIs.
  • Work in strict compliance with the code of banking practice, internal policies, and other statutory regulations, paying attention to detail to ensure that all my work abides by the regulations and performing risk assessments on a case-by-case basis to ensure the company is not open to any risks because of the service provided.
  • Managing settlements, contra, corporate actions, and trade-related inquiries by following the standard procedures.
  • RG146 certified.
  • Tracking and monitoring quality metrics, introducing new applications, procedures, and processes to meet the defined objectives of the organization.
  • Identify and troubleshoot technical solutions with development teams upon problems with the new product release and work closely to ensure that business needs and timelines are met on time.

ONLINE AND FRONT END CUSTOMER ASSISTANT

Woolworths
North Kellyvillle, Australia
01.2020 - 09.2022
  • Operated cash register, collected payments and provided accurate change.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed all sales transactions promptly to prevent long customer wait times.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
  • Resolved customer complaints and escalated worsening concerns for remediation.

TEAM LEADER IN FRESH DEPARTMENT

Woolworths
South Yarra, Australia
07.2014 - 12.2020
  • Managed different fresh food departments by performing multiple duties.
  • Delegating tasks to the team members and work along with them to attain the goals.
  • Handling food in deli, bakery and filling the stock for fresh convenience department.
  • Managing the rosters for the team members and payroll duties.
  • Assisting and motivating team members to enhance their working style to increase productivity.
  • Work in fast paced environment by doing multitasking such as handling admin tasks and perform duties in various departments.
  • Able to do promo screens, stock management and stock-take for different departments.
  • Customer service assistant at Woolworths supermarket, Melbourne July 2014 - December 2019.
  • Handling orders and providing customers with the good knowledge about the deli products and goods.
  • Providing customers with friendly & efficient service.
  • Adherence to Safety, Health& Environment Policy & System.
  • Operating the till using MYOB software.
  • Managing and Delivering quality service in Deli, Meat and Bakery.

ADMINISTRATIVE ASSISTANT

Monash College
Melbourne, Australia
03.2017 - 06.2017
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Controlled building access by supplying key cards to employees and visitors.

Education

Professional Year Program - Information Technology

MONASH COLLEGE
Melbourne
06.2017

Master - Information Technology

DEAKIN UNIVERSITY
Melbourne, VIC
11.2016

Bachelors - Computer Science

KURUKSHETRA UNIVERSITY
07.2013

Skills

Research and analysis

  • Advanced Excel
  • Basic Java
  • SQL
  • Call handling
  • Attention to detail
  • Customer service
  • Team collaboration
  • POS systems
  • Critical thinking
  • Multitasking and problem-solving
  • Workload management
  • Equities management
  • Product knowledge
  • Performance tracking
  • Conflict resolution
  • Communication skills
  • Documentation skills

References

  • Toa Manu, Team Supervisor Customer engagement team (Commsec), Commonwealth Bank of Australia, +61 414297069
  • Nicholas Carrasco, Team Manager, CalSTRS, (707)301-9731

Timeline

Staff Services Analyst

California State Teachers' Retirement System
06.2024 - Current

EQUITIES ASSOCIATE AND QUALITY CONTROL ANALYST

Commonwealth Bank of Australia
10.2021 - 10.2023

ONLINE AND FRONT END CUSTOMER ASSISTANT

Woolworths
01.2020 - 09.2022

ADMINISTRATIVE ASSISTANT

Monash College
03.2017 - 06.2017

TEAM LEADER IN FRESH DEPARTMENT

Woolworths
07.2014 - 12.2020

Professional Year Program - Information Technology

MONASH COLLEGE

Master - Information Technology

DEAKIN UNIVERSITY

Bachelors - Computer Science

KURUKSHETRA UNIVERSITY

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