Harsha Priya Bobba
Melbourne,VIC
Summary
Offering excellent communication skills and natural ability to connect with people, eager to learn and grow in customer support environment. Brings strong foundation in critical thinking and problem-solving, along with ability to quickly learn new software and systems. Ready to use and develop strong communication and problem-solving skills in Customer Support role.
Overview
2
2
years of professional experience
Work History
ICT Customer Support Officer
Tata Consultancy Services
07.2024 - Current
- Provision of high-quality customer service to Telstra Call Centre customers
- Identify and resolve basic IT and connection issues for customers
- Effectively manage customer accounts for their end-to-end service activation
- Provides support, education and guidance in the deployment and maintenance of computer infrastructure and the diagnosis and resolution of technical problems and issues
- Informing customers about the process to the scheduling of appointments and service activation
- Communicate effectively and positively with field technicians and other key stakeholders
- Effectively identifies and transfers customer enquiries to the relevant individual or department where appropriate
- Engage customers by utilising effective questioning techniques to identify issues
- Escalate to the appropriate group or leader if unable to successfully resolve the issue
- Effective and efficient use of all relevant systems to access information and provide relevant solution for the customer
- Liaises with relevant individuals and departments to facilitate the activation of services for customers
- Effectively responds to enquiries regarding the activation of services for customers
- Manage work in line with designated processes and requirements
- Possess effective problem-solving skills and have the ability to deliver timely resolution
- Ability to work under pressure and handle difficult customers
- Analytical and technical skills (e.g
- Database, telecommunication systems), technically appropriate communication skills, clear understanding of all processes / work instructions and an understanding of network and products specific to the role
- Strong communication skills with a demonstrated ability to communicate effectively with a diverse range of customers and stakeholders
- Seeks feedback on work
- Demonstrates a positive attitude
- Demonstrates integrity and honesty in all areas of work
- Effectively identifies tasks, prioritises activities, and manages workflow
- Flexibility to adapt to new approaches and ways of working
- Actively and positively contributes to the success of their team, placing team objectives and goals above their own
- Experience in a customer facing role
- Experience working in a fast-paced environment
- Experience managing multiple competing priorities
- Demonstrated ability to learn and implement new systems and processes
- Experience using multiple IT systems and programs
Customer Service Associate,
Probe Group
06.2022 - Current
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Handled calls and share information on public transport enquires Assisted customers by doing journey plans, reservations, timetables etc Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided training and support to new associates to help provide high-quality customer service.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Responded proactively and positively to rapid change.
Education
Master of Science - Information And Communication Technology
Charles Sturt University
Melbourne, VIC11-2021
Skills
- Seeks feedback on work
- Complaint Handling
- Demonstrates a positive attitude
- Demonstrates integrity and honesty in all areas of work
- Effectively identifies tasks, prioritises activities, and manages workflow
- Flexibility to adapt to new approaches and ways of working
- Customer Inquiry Management (CIM)
Timeline
ICT Customer Support Officer
Tata Consultancy Services
07.2024 - Current
Customer Service Associate,
Probe Group
06.2022 - Current
Master of Science - Information And Communication Technology
Charles Sturt University
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