Devakumar Sundralingam
Sydney
Summary
A dedicated and results-driven professional with over 20 years of experience in telecommunications, customer service, and call center environments. Demonstrates a deep understanding of exceptional customer service principles and the ability to manage high-pressure situations with professionalism. Proficient in handling customer inquiries, resolving conflicts, and providing accurate information to ensure positive customer experiences. Skilled in utilizing multiple computer systems and platforms to manage workflows effectively and deliver results that exceed expectations.
Overview
13
13
years of professional experience
Work History
RAN Engineer
Telstra Corporation
10.2022 - 06.2024
- Managed and deployed over 100 3G/4G/5G sites, ensuring high-performance standards.
- Updated and maintained databases to ensure accurate network performance records.
- Collaborated with internal teams to troubleshoot and optimize network integration. Conducted thorough research to inform design decisions and drive project success.
- Created comprehensive reports to communicate project findings and recommendations.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
Retail Customer Service Consultant
Telstra Store
12.2021 - 09.2022
- Delivered exceptional customer service to retail and small business clients.
- Utilized platforms like Salesforce and Siebel to address customer needs efficiently.
- Successfully resolved complex customer issues while maintaining high satisfaction ratings.
- Consistently exceeded sales and service KPIs.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Handled high call volumes while maintaining a courteous and professional demeanour.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
Senior Network Engineer
Optus Macquarie Park
02.2011 - 05.2021
- Designed and implemented tailored in-building solutions for improved customer satisfaction. Regional prime for SA, WA and NT states.
- Established and monitored key performance metrics to verify consistent compliance with important networking standards.
- Conducted detailed analyses of network performance and suggested improvements based on KPIs.
- Led customer-focused initiatives to ensure Optus maintained No.1 benchmarks. Enhanced data throughput, identifying and resolving bottlenecks in high-traffic environments.
- Spearheaded redesign of core network infrastructure, enhancing scalability for applications.
Education
Bachelor of Engineering - Electronic Engineering
RMIT University
Melbourne, VICSkills
- Extensive customer service experience in retail and telecommunications sectors
- Proficient Inbound/Outbound Communication
- Proficient in conflict resolution and de-escalation techniques
- Diverse Client Engagement
- Ability to explain complex concepts, such as policies, in a simple, customer-friendly manner
- Effective Workload Management
- Expertise in using computer systems, including Salesforce, Siebel, MICA, MNC, and MS Office
- Skilled in drafting clear, timely, and engaging correspondence for various audiences
- Experienced in receipting payments and performing daily financial reconciliations
- Strong teamwork abilities with a focus on collaboration and support
- Proven KPI Achievement
- Proficient in English and Bahasa Malaysia
Accomplishments
- Conflict resolution and customer engagement training (internal programs)
- Used Advanced Microsoft Excel to develop work tracking, network performance spreadsheets.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Supervised intern/junior staff members providing them guidance and product training.
Languages
English
Native or Bilingual
Malay
Native or Bilingual
Interests
- Participating in local clean-up initiatives
- Participating in local and Federal election - Polling election official
- Auto Repair/Restoration
Timeline
RAN Engineer
Telstra Corporation
10.2022 - 06.2024
Retail Customer Service Consultant
Telstra Store
12.2021 - 09.2022
Senior Network Engineer
Optus Macquarie Park
02.2011 - 05.2021
Bachelor of Engineering - Electronic Engineering
RMIT University
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