Gowri Shankar Pavan Tej Pothala
Melbourne,VIC
Summary
Dynamic professional with a proven track record at Probe CX, adept in troubleshooting IT issues and delivering exceptional customer service. Skilled in using ServiceNow and Salesforce, with a talent for analytical thinking and project management. Successfully resolved 90% of customer issues on the first contact, enhancing loyalty and operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Helpdesk Officer
Probe CX
08.2022 - 08.2024
- Answer user inquiries via phone, email, or chat promptly and courteously, provide accurate and timely solutions to technical issues raised by users.
- Identify and diagnose technical problems by gathering information from users and analyzing data, use problem-solving techniques and tools to determine root cause of issues.
- Resolve technical issues by providing step-by-step instructions, on-site support and escalate complex or unresolved issues to higher-level support teams when necessary.
- Monitor IT systems and applications to identify and address potential issues proactively and use monitoring tools to track system performance and generate reports.
- Deliver excellent customer service by being patient, empathetic, and responsive to user needs, follow up with users to ensure their issues are fully resolved and they are satisfied with support received.
Customer Service Representative
Simplify Tech
07.2021 - 07.2022
- Handle average of 50 customer inquiries per day via phone and email, providing timely and accurate information..
- Successfully resolved 90% of customer issues on first contact by identifying problems and implementing solutions.
- Documented all customer interactions in CRM system, maintaining up-to-date and accurate records.
- Ensured compliance with company policies and legal regulations, maintaining confidentiality and data protection.
- Participated in regular training sessions on new products and customer service techniques, shared best practices with team members, enhancing overall service quality.
Customer Service Representative
Concentrix
07.2018 - 12.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Responded proactively and positively to rapid change.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed approximately 30 incoming calls, emails per day from customers.
Education
Master of Engineering - Engineering Management
Deakin University
Geelong, VIC11.2020
Bachelor of Science - Electrical, Electronics And Communications Engineering
Raghu Engineering College
India05.2018
Skills
- Analytical thinking
- Project management Skills
- Microsoft Office (Teams, outlook, Excel)
- Troubleshooting IT issues
- Remote Support
- Incident Management
- Hardware support
- Ticketing Tools: ServiceNow, Salesforce
- Project management tool: Jira
- Project documentation tool: Confluence
Certification
- First Aid Certification
- Jira
- Confluence
Timeline
Helpdesk Officer
Probe CX
08.2022 - 08.2024
Customer Service Representative
Simplify Tech
07.2021 - 07.2022
Customer Service Representative
Concentrix
07.2018 - 12.2018
- First Aid Certification
- Jira
- Confluence
Master of Engineering - Engineering Management
Deakin University
Bachelor of Science - Electrical, Electronics And Communications Engineering
Raghu Engineering College
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