Dasari Shravan
Adelaide,Australia
Summary
Accounts Receivable professional with expertise in customer support and data management. Demonstrated success in enhancing operational efficiency and driving revenue growth while maintaining high client satisfaction. Proficient in accounts receivable management, problem-solving, and effective communication. Previous roles resulted in significant improvements in client satisfaction through proactive support initiatives.
Overview
9
9
years of professional experience
Work History
Support Officer - Student Finance and Enrolments
TAFE SA
Adelaide, SA
05.2025 - 09.2025
- Managed student finance and enrolment-related queries, ensuring timely resolution and high client satisfaction
- Processed paperwork, forms, and other documentation with accuracy and attention to detail
- Conducted checks to ensure student satisfaction and engagement, identifying areas for improvement
- Coordinated with students, staff, and other stakeholders to resolve issues and provide information
- Coordinated communication between students and academic staff to facilitate support efforts.
- Assisted students with inquiries and provided information on available support services.
- Maintained accurate records of student interactions and support requests in the database.
- Conducted research on student needs to enhance service offerings and resources.
- Collaborated with team members to address student concerns and improve service delivery.
- Organized weekly team meetings to discuss new strategies for improving customer service experience.
- Resolved customer queries in a timely manner.
- Maintained accurate records of customer interactions and service requests.
- Handled escalated customer complaints promptly and professionally.
- Identified potential issues before they became problems by monitoring customer accounts closely.
- Ensured that all inquiries were responded to within 24 hours.
- Created reports summarizing customer service activities and trends.
- Updated databases with new and modified customer data.
Service Desk Analyst
Ampol
Adelaide, SA
06.2023 - 05.2025
- Provided technical support for hardware, software, and network issues, troubleshooting and resolving incidents efficiently
- Managed service requests and incidents in the IT service management tool, ensuring accurate records and timely follow-up
- Collaborated with internal teams to resolve complex issues and improve processes
- Provided technical support for hardware and software issues to end-users.
- Managed service desk tickets using ITSM tools for efficient incident resolution.
- Collaborated with teams to identify and resolve recurring technical problems.
- Conducted troubleshooting for network connectivity and application errors.
- Assisted users with software installation and configuration on various devices.
- Documented processes and solutions in the knowledge base for future reference.
- Coordinated with third-party vendors for equipment repairs and services.
- Provided first-level technical support to customers with IT related issues.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Assisted users with installation of new applications or software updates as needed.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Created documentation for frequently asked questions and how-to guides for end users.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
- Scheduled routine maintenance activities for servers and network equipment in order to maintain optimal performance.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
Customer Service Representative
TSA
Adelaide, SA
03.2021 - 05.2023
- Provided timely, effective, and professional service to customers, ensuring high client satisfaction and loyalty
- Assisted with billing issues, complaints, and product exchanges/returns, resolving issues promptly and fairly
- Assisted customers with inquiries and provided accurate information.
- Resolved customer complaints using effective communication techniques.
- Operated various software systems to track service requests.
- Monitored service quality and suggested improvements to management.
- Documented customer interactions to ensure accurate record-keeping.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Contacted customers about potential service upgrades, new services and account changes.
Car Loan Customer Support
IndusInd Bank
Hyderabad, India
08.2016 - 03.2018
- Responded to customer inquiries and resolved customer complaints and issues related to car loans, ensuring timely and accurate resolution
- Managed loan-related tasks, such as payment queries and loan balance checks, providing excellent customer service and support
Education
Master of Information Technology - Information Technology
Victorian Institute of Technology
Bachelor of Mechanical Engineering -
Jawaharlal Nehru Technological University
Skills
- Accounts Receivable Management
- Student finance management
- Technical troubleshooting
- Client relationship management
- Data processing accuracy
- Issue resolution coordination
- Customer service
- Process improvement
- Customer Service and Support
- Data Management and Record-Keeping
- Problem-Solving and Communication
- Adaptability and Teamwork
- Active Directory Management
- Technical Support
- Software Troubleshooting
- Microsoft Azure Exchange management
- ServiceNow
- Documentation administration
- Communication strategies
- Team collaboration
- Conflict resolution
- Feedback analysis
- Time management
- Detail orientation
- Query handling
- Operational support
- Problem-solving
- Teamwork and collaboration
- Office administration
- Quality controls
- Document management
- Communications support
- Support services
- Documentation skills
- Records management
- Verbal and written communication
- Technical support understanding
- Policy development
- Quality assurance
- Meeting coordination
- Customer satisfaction surveys
- Transaction processing
Accomplishments
- Improved operational efficiency and client satisfaction in previous roles
- Developed strong problem-solving and communication skills, with ability to work in a team environment
- Demonstrated attention to detail and accuracy in managing data and records
References
References available upon request.
Timeline
Support Officer - Student Finance and Enrolments
TAFE SA
05.2025 - 09.2025
Service Desk Analyst
Ampol
06.2023 - 05.2025
Customer Service Representative
TSA
03.2021 - 05.2023
Car Loan Customer Support
IndusInd Bank
08.2016 - 03.2018
Master of Information Technology - Information Technology
Victorian Institute of Technology
Bachelor of Mechanical Engineering -
Jawaharlal Nehru Technological University