Harika Talla
10 Fashoda Drive, Mernda,VIC
Summary
Customer Service Representative with proven expertise in delivering outstanding support and resolving customer inquiries efficiently. Strong communication and problem-solving skills contribute to maintaining positive customer relationships. Track record of enhancing customer satisfaction and loyalty through dedicated service and effective issue resolution. Focused on improving team performance by sharing knowledge and best practices in customer service operations.
Overview
4
4
years of professional experience
Work History
Customer Support Associate
Tech Mahindra
Melbourne, VIC
08.2022 - Current
- Managed incoming client calls regarding telecommunications accounts, ensuring prompt assistance.
- Achieved outstanding first-call resolution in Level 0-1 Support role.
- Maintained awareness of consumer needs through effective, and timely responses.
- Adhered to Key Performance Indicators while troubleshooting NBN faults and email issues.
- Documented inquiries, comments, complaints, and transactions accurately for future reference.
- Resolved billing complaints and addressed account-related issues.
Information Technology Intern
AIDT (Australian Institute of Digital Technology)
Melbourne, VIC
04.2022 - 07.2022
- Collected information from clients and relayed updates to development team.
- Maintained data records using Excel spreadsheets.
- Developed and managed Student Management System (SMS) and Learning Management System (LMS).
- Contextualized student resources for enhanced accessibility.
- Utilized PRISMS for issuing Confirmation of Enrolments (COEs).
- Communicated with agents via phone and email to ensure clarity.
Customer Solutions Specialist
PROBE ASIA PACIFIC
Melbourne, VIC
06.2021 - 03.2022
- Managed inbound and outbound calls to ensure effective communication.
- Delivered exceptional customer service to enhance client satisfaction.
- Demonstrated proficient written and oral communication skills across various platforms.
- Resolved conflicts and solved problems to maintain positive client relationships.
- Exhibited strong attention to detail in all tasks and responsibilities.
- Coordinated appointment handling to optimize scheduling efficiency.
Education
Professional Year - Information Technology
William Light Institute
Melbourne, VIC04-2022
Master of Information Technology And System - Information Technology
Victorian Institute of Technology
Melbourne, VIC06-2020
Master of Technology Computer Networks And Information Security - Information Technology
VNR Vignana Jyothi Institute of Engineering
Telangana, India12-2016
Bachelor of Science - Computer Science Engineering
JNTUH
Telangana, India04-2014
Skills
- Customer relationship management
- Telecommunications troubleshooting
- Data management
- Billing resolution
- Student management
- Call center operations
- Salesforce expertise
Additional Skills
AWS Solutions Architect Associate training at Intellipaat
DevOps training at Intellipaat
AWS DevOps training at Intellipaat
Version control system – Git
CI/CD pipeline implementation - Jenkins
· Infrastructure as Code tools - Terraform
Configuration management tool – Ansible
Containerization and orchestration tools – Docker, Kubernetes
AWS services – EC2, S3, RDS, Lambda, VPC, IAM, ELB, and Auto Scaling
AWS Project
- Deploying a multi-tier website using AWS EC2
- In this AWS project, I have launched an EC2 instance without the need to invest in hardware upfront, so I could develop and deploy applications faster
- I could use Amazon EC2 to launch as many or as few virtual servers as needed, configure security and networking, and manage storage
- Amazon EC2 is enabled to scale up and down to handle changes in requirements or spikes in popularity, reducing the need to forecast traffic
Timeline
Customer Support Associate
Tech Mahindra
08.2022 - Current
Information Technology Intern
AIDT (Australian Institute of Digital Technology)
04.2022 - 07.2022
Customer Solutions Specialist
PROBE ASIA PACIFIC
06.2021 - 03.2022
Professional Year - Information Technology
William Light Institute
Master of Information Technology And System - Information Technology
Victorian Institute of Technology
Master of Technology Computer Networks And Information Security - Information Technology
VNR Vignana Jyothi Institute of Engineering
Bachelor of Science - Computer Science Engineering
JNTUH
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