MS Office Suite
Bheem Dharur
Service Delivery and Customer Service Specialist
Wentworthville,NSW
Summary
Experienced and dedicated service consultant professional with history of working in Telecommunications and in IT industry meeting company goals utilizing consistent and organized practices. Skilled in Customer Service/Consulting/Relationship management, working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Sr Service Consultant
JUST EAT Takeaway- Menulog
Sydney, NSW
08.2021 - Current
- Served as primary point of contact for support relating to owned solutions and products and services. Handling tickets from both end customers and the partner support, troubleshot and resolved issues.
- Worked on JIRA/ZD /Salesforce (admin work) ticketing and CRM tools, Menulog Voucher's application and chatbots options.
- Resolved diverse range of technical issues across multiple systems and applications for internal teams and end-users across various time zones.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Documented support interactions for future reference.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided support for the Order pads for the restaurants.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Mentored team members to promote productivity and commitment to friendly service. Providing insights within team on how to make customer experience better and efficient.
- Responded to calls, chatbots and emails to answer questions about ETA's of refunds, orders and services.
Telesales/Delivery Consultant
Optus Macquarie Park
Macquarie Park , NSW
11.2020 - 07.2021
- Answered questions about company offerings with knowledgeable responses about Optus products and services. Actively managed emails and worked on ticketed queues.
- Provisioning Services & Delivery - ISDN, PSTN, NBN, ADSL, EFM, VOIP Hosted Voice, 4g/5g Mobile & Dongle Services.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Active communication between vendors and Optus B2B customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled B2B and private customers by upselling, cross selling Optus products and services. Attended required sessions and virtual meets between the stakeholders and the clients.
- As a provisioning consultant, worked closely with the billing dept on minor issues within my radius of knowledge.
NBN Migration Sales Associate
Optus Macquarie Park
Sydney, NSW
05.2020 - 10.2020
- As part of NBN rollout helped customers for seamless switchover from old ADSL and Cable lines over to NBN.
- Educated existing and new customers about NBN and reasons to migrate over.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Answering Inbound and outbound Customer calls, effectively solving customer queries.
- Selected correct products based on customer specifications and explained details and functionality of each.
- For Optus business customers, questioning to know more about their business and discussed business needs and recommend optimal solutions.
- Implemented up-selling and cross selling strategies, encompassing recommendation of mobiles, SIM plans & Wireless Broadband solutions.
- Followed up with existing customers to provide additional support and address any concerns.
- Managed business accounts as dedicated case manager for their businesses for all their Telco needs.
- Exceeded monthly sales targets with 110% YTD.
CSR & Assistant Manager
Caltex Star Mart
Sydney, NSW
03.2014 - 01.2019
Customer Service Representative
BP Petroleum
Sydney, NSW
09.2013 - 11.2015
Sales Team Member and Secondment
TCS AP
Gachibowli, AP
11.2011 - 03.2013
- Utilized effective communication and active listening skills to create client rapport to grow profitability.
- Communicated with customers to understand needs and recommend appropriate solutions.
- Determined problem areas and resolved issues related to profitability and business objective achievement.
- Provided sales consultations on functional and stylistic benefits of each custom product.
- Trained and mentored 8 new sales representatives.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Built strong rapport with clients by understanding needs and clearly explaining products.
Education
Masters of Information Systems. - IT
IIBIT
Sydney, Australia 11.2013 - 06.2015
Bachelor Of Computer Science - Information Technology
Jntu
Hyderabad, India 06.2008 - 06.2012
Skills
Customer Service & Sales Expertise
Software
OS - Windows 98/NT/XP/Vista/Unix/macOS
Additional Information
- References can be provided upon request.
- Available for an immediate start.
Quote
Don’t fear failure. Not failure, but low aim, is the crime. In great attempts it is glorious even to fail.
Bruce Lee
Timeline
Sr Service Consultant
JUST EAT Takeaway- Menulog
08.2021 - Current
Telesales/Delivery Consultant
Optus Macquarie Park
11.2020 - 07.2021
NBN Migration Sales Associate
Optus Macquarie Park
05.2020 - 10.2020
CSR & Assistant Manager
Caltex Star Mart
03.2014 - 01.2019
Masters of Information Systems. - IT
IIBIT
11.2013 - 06.2015
Customer Service Representative
BP Petroleum
09.2013 - 11.2015
Sales Team Member and Secondment
TCS AP
11.2011 - 03.2013
Bachelor Of Computer Science - Information Technology
Jntu
06.2008 - 06.2012
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