Gowthami Singari

• Liaising directly with customers to meet needs and maintain satisfaction
• Assisted in development of new rules and policy framework for Coles Online business department in sections such as bulk orders and credit accounts.
• Work closely with the client services/sales and operational teams to understand internal and external reporting requirements to support effective functioning of business area.
• Served as main point of contact for outside vendors, connecting with relevant personnel or department.
• Oversaw day-to-day office operations such as organising correspondence, managing incoming calls and creating business records.
• Monitored and controlled supply, ensuring adequate supply levels, timely product ordering as per customer request to ensure business is not impacted.
• Setting up new Coles Online accounts, applying for credit accounts and placing bulk orders and generating invoices.
• Taking inbound calls and managing multiple email inboxes.
• Make outbound follow up calls to the customers where necessary.
• Reviewed Quality Assurance modules and reported results to the National Manager Working closely with the supply chain team to ensure better ordering and delivery process
• Hands-on Exposure to IBM sales centre application where we check the customer order details at the backend
• Ensure timely and accurate delivery of internal and external reporting and scheduling meeting with clients
• Liaised with customers, addressed enquiries, handled meeting requests and answered billing questions to provide outstanding customer care.
• Gather and analyse weekly data to provide valuable insights that drive informed decision-making.
• Coordinated team meetings, events, and training sessions for optimal employee engagement and productivity.

Taken Maternity leave

• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Developed strong communication and organizational skills through working on group projects.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Gained extensive knowledge in data entry, analysis and reporting.
• Worked effectively in fast-paced environments.

• Assisted customers with their software issues and user security & administration
• Good working knowledge of Microsoft desktop/server operating systems and desktop applications
• Troubleshooting issues related to web browsers like Internet Explorer, Firefox, and Google Chrome
• Ability to convey technical information to a variety of people in a timely manner
• Excellent customer service experience.

Intentionally relocated from India to Australia.

• Server Administration of HP OpenVMS and Unix server which includes 24 node cluster and 64 servers for banking and retail domains in a 24X7 environment
• Backup and recovery of the data
• Daily update calls with clients
• User management (Creation/Modification/Deletion of user ids)
• Coordinating with application teams during major incidents to get the RCA and fix the issue
• Perform work load management load management and prepare the quality report of the team to the management
• Coordinate with the hardware and datacenter team in h/w management and replacing the faulty part with necessary troubleshooting.

• Backup and recovery of the data
• Opening and closing of tickets using Service Now
• Prepare the performance graph using the monitoring tools HP Availability Manager and Sightline
• User management (Creation/Modification/Deletion of user ids)
• Coordinating with application teams during major incidents to get the RCA and fix the issue
• Perform work load management load management and prepare the quality report of the team to the management
• Performing the health checks and compliance checks on a quarterly basis
• Start-up and shut down
• Capacity reports
• Creation and closure of tickets using BMC Remedy
• Performing quarterly employee validation of the users
• OpenVMS Server maintenance for optimum utilization of resources.

• Customer service representative with over 2+ years of experience in telephone and over emails and SMS services
• Proven experience working in a high volume, high pressure customer contact centers in the retail domain
• Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
• Research complicated cases without prompting to provide more comprehensive service to customers
• Responding to customer emails
• Liaising with internal and external stakeholders.