Summary
Overview
Work History
Education
Skills
References
Personal Information
Timeline
Generic

Abhinayasri Govindarajula

Melbourne,Australia

Summary

Self-motivated team player with strong attention to detail and problem-solving skills. Adapts readily to change and excels in multitasking. Passionate about technology and customer-oriented thinking. Seeking cyber security opportunities at Amazon to enhance technical expertise, practical skills, and contribute to the dynamic field of digital security. Proficient Solutions Specialist looking for a growth-oriented position. Good verbal and written communication, time management, and customer relations skills.

Overview

12
12
years of professional experience

Work History

Customer Solution Specialist (On Call)

Probe CX
Melbourne, VIC
09.2024 - Current
  • Handled communication with My Aged Care clients over the phone.
  • Assisted clients swiftly, ensuring service excellence in one interaction.
  • Employed first-call resolution strategies for optimal customer query resolution.
  • Maintained and optimized average handling time targets.
  • Resolved client issues with relevant information.
  • Escalated necessary changes to appropriate departments per process guidelines.

Customer Service Officer

MUFG Pension & Market Services Melbourne
Melbourne
06.2024 - 08.2024
  • Handled inbound/outbound calls to engage with members effectively.
  • Demonstrated empathy and compassion while addressing members' concerns.
  • Offered members comprehensive details about superannuation products.
  • Identified member needs and managed the resolution of intricate queries.
  • Exhibited exceptional customer interaction capabilities.
  • Showcased flexibility and adaptability during operational changes.
  • Adopted a growth mindset to enhance team skills.
  • Excelled at recognizing, interpreting, and controlling risk factors.

Customer Support Executive (On Call, Email, Live Chat and Socials)

Probe CX
Melbourne
07.2022 - 05.2024
  • Handled customer inquiries via email, phone, live chat, and socials like Facebook.
  • Ensuring purchase or inquiry resolution in a single phone call.
  • Utilized first-call resolution techniques to address customer inquiries promptly.
  • Maintained average handling time within target parameters.
  • Communicated required changes to appropriate departments following process guides.
  • Follow up on customer inquiries that were not immediately resolved.
  • Kept an extensive understanding of products, services, and systems.
  • Highlighted process enhancement opportunities.
  • Proactively maintained and updated relevant knowledge and skills.

Service Desk & Systems Support Analyst

Kinetic IT
Melbourne
10.2016 - 05.2017
  • Deliver Level 1 and Level 2 support to clients.
  • Executed ticket creation, triage, classification, prioritization, assignment and resolution tasks diligently.
  • Performed scheduled coverage duties, including unassigned queue.
  • Managed Service Desk daily checklist tasks monthly.
  • Proactively addressed event management notifications.
  • Assisted management in deciding when Level 2/3 engineers should handle persistent incidents.

Service Desk & Systems Support Analyst

HCL Technologies LTD
India
07.2012 - 03.2015
  • Monitored and supported software applications.
  • Responsible for providing 24x7 production support from offshore.
  • Coordinating EDI activities with trading partners.
  • Weekly status reporting.
  • Maintaining the EDI knowledge repository.
  • Coordinating offshore activities with the onsite team and involved in daily support call.
  • Smooth flow of EDI business documents by troubleshooting user/system issues in a timely manner.

Education

Certificate IV - Cyber Security

Holmesglen Institute
Melbourne

Bachelor of Technology - Computer Science and Engineering

JNTUK University
India

AWS Cloud Practioner certificate -

Skills

  • Fundamental Cloud Computing Knowledge
  • Foundational Unix Knowledge
  • Experienced with Windows and Linux OS
  • Introductory Pen Testing Skills
  • Networking Fundamentals Knowledge
  • Fundamentals of Python

References

Provided upon request.

Personal Information

Visa Status: Permanent Resident of Australia

Timeline

Customer Solution Specialist (On Call)

Probe CX
09.2024 - Current

Customer Service Officer

MUFG Pension & Market Services Melbourne
06.2024 - 08.2024

Customer Support Executive (On Call, Email, Live Chat and Socials)

Probe CX
07.2022 - 05.2024

Service Desk & Systems Support Analyst

Kinetic IT
10.2016 - 05.2017

Service Desk & Systems Support Analyst

HCL Technologies LTD
07.2012 - 03.2015

Certificate IV - Cyber Security

Holmesglen Institute

Bachelor of Technology - Computer Science and Engineering

JNTUK University

AWS Cloud Practioner certificate -

Similar Profiles

CREATE PROFILE
Abhinayasri Govindarajula