AJAT SHATRU KURRA SATISHKUMAR
KILBURN,South Australia
Summary
Analytical and customer-focused professional with over five years of experience supporting complex consumer portfolios in highly governed environments. Strong capability in interpreting financial and performance data, applying risk-based judgement, and collaborating with stakeholders to support sound lending and service outcomes. Master’s qualified in Accounting with a proven ability to learn quickly, adapt across roles, and contribute effectively in fast-paced, team-based environments.
Overview
8
8
years of professional experience
Work History
Sales Team Leader
Telstra (TSA Group)
01.2025 - Current
- Lead teams operating in a performance-driven and regulated contact centre environment, ensuring compliance with policies, procedures, quality standards, and risk controls.
- Support the handling of complex and sensitive customer cases, including escalations and account-related actions.
- Monitor KPIs, quality outcomes, productivity targets, and customer experience metrics.
- Collaborate with internal stakeholders across operations, compliance, quality, and leadership to support operational outcomes and process improvements.
Service Team Leader
Telstra (TSA Group)
02.2022 - 01.2025
- Managed high-volume customer interactions requiring strong judgement, attention to detail, and adherence to governance standards.
- Oversaw complaints handling and escalation management, ensuring professional, empathetic, and compliant outcomes.
- Supported end-to-end case ownership including documentation, follow-up, and resolution.
- Analysed trends and performance data to identify risks and improvement opportunities.
Telstra Sales 2IC and 2IC Trainer
TSA Group
Adelaide, SA
04.2021 - 02.2022
- Streamlined inbound and outbound communications, resolving issues while maintaining accurate CRM records for compliance.
- Provided operational leadership during manager’s absence, ensuring workflow continuity and effective issue resolution.
- Developed training materials and conducted sessions on customer service techniques and operational processes for new hires.
- Implemented process improvements to optimize team operations and assessed training effectiveness based on participant feedback.
Kitchen Steward and Cook
Moseley Bar and Kitchen
Glenelg, SA
01.2018 - 01.2022
- Casual employment since university, Maintained high standards of kitchen hygiene and safety through dishwashing, equipment management, and regular sanitization of work areas.
- Assisted chefs with food preparation and service, including chopping, marinating, assembling dishes, and monitoring cooking times to support a smooth workflow.
- Ensured food presentation met service standards, collaborating with the culinary team to deliver quality meals in an organized kitchen environment.
- Worked as a cook at The Moseley Beach Club, preparing and cooking customer orders, and managing inventory and stock levels during summer employment.
Inbound Customer Experience & Sales
Telstra (TSA Group)
12.2020 - 04.2021
- Managed customer communications regarding sensitive financial issues, resolving problems promptly to ensure satisfaction.
- Maintained accurate CRM records for compliance and efficient identification of customer needs.
- Supported team operations by mentoring and onboarding new members while optimizing workflows.
- Applied technical troubleshooting and data analysis skills to address complex challenges and aid strategic planning.
Education
Master of Accounting - Accounting
The University of Adelaide
Adelaide, SA07-2020
Bachelor of Commerce - Accounting & Finance
Dr MGR Educational And Research Institute
Chennai06-2018
Skills
- Consumer credit expertise
- Risk assessment and judgement
- Financial analysis and interpretation
- Credit documentation support
- Information accuracy and integrity
- Governance and compliance knowledge
- Stakeholder collaboration
- Client engagement and communication
- Complaint resolution and escalation
- High-volume communication in regulated settings
- Attention to detail and quality control
- KPI tracking and performance analysis
- Process improvement strategies
Additional Information
Legally permitted to work in Australia (Provisional PR 491 visa applied - awaiting grant). Demonstrated ability to learn quickly and adapt across multiple roles and responsibilities.
Projects
Telstra Pay & Migration Project, Supported customers through migration from legacy billing systems to an auto-pay platform. Managed complex customer scenarios involving billing changes, account actions, and service continuity while ensuring accurate documentation and risk awareness. Provided operational feedback and reporting to stakeholders.
Systems And Tools
Salesforce CRM NICE Workforce Management Verint MS-Office PowerBI AWS
References
References available upon request.
Timeline
Sales Team Leader
Telstra (TSA Group)
01.2025 - Current
Service Team Leader
Telstra (TSA Group)
02.2022 - 01.2025
Telstra Sales 2IC and 2IC Trainer
TSA Group
04.2021 - 02.2022
Inbound Customer Experience & Sales
Telstra (TSA Group)
12.2020 - 04.2021
Kitchen Steward and Cook
Moseley Bar and Kitchen
01.2018 - 01.2022
Master of Accounting - Accounting
The University of Adelaide
Bachelor of Commerce - Accounting & Finance
Dr MGR Educational And Research Institute