Himanshi Mittal
Melbourne,Victoria
Summary
I have a strong and diverse background in technical support, customer service, and application management. I have excelled in significant roles such as managing broadband infrastructure for AT&T Telecom and providing expert support for Microsoft Office 365. During my time at AT&T Telecom, I efficiently supported a large consumer base of around 4 million, successfully overseeing infrastructure across order, care, and billing domains. I took on the responsibility of 24/7 application support, troubleshooting, system maintenance, and detailed reporting. In my role with Microsoft Office 365, I delivered top-tier front-line support, resolving technical issues and keeping abreast of product features to elevate customer experiences. At Coles Express, I focused on delivering exceptional customer service, optimizing sales transactions, and effectively managing inventory to create a positive store environment. Additionally, as a food delivery driver for platforms like UberEats, Menulog, and DoorDash, I adeptly managed multiple orders, efficiently optimized delivery routes, and resolved issues promptly. I excel in application support, troubleshooting, and stakeholder communication, and I firmly believe that my mentoring and training skills add immense value to team success. I am deeply committed to leveraging my expertise to drive operational excellence and ensure unparalleled customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Coles Group
Perth, Australia
01.2021 - 10.2023
- Delivered high-quality service to customers, ensuring a positive and seamless shopping experience
- Assisted customers with inquiries, provided product information, and resolved issues promptly and efficiently
- Managed sales transactions accurately, operated the cash register, handled cash and card payments, and maintained proper cash handling procedures
- Assisted in the stocking, organizing, and merchandising of products
- Conducted regular inventory checks, restocked shelves, and ensured that displays were appealing and up-to-date
- Maintained a clean, organized, and safe store environment
- Performed routine cleaning tasks, ensured compliance with health and safety standards, and reported any maintenance issues promptly
- Worked collaboratively with team members to achieve store goals and targets
- Participated in team meetings, shared insights, and contributed to a positive team culture
- Addressed and resolved customer complaints and issues efficiently
- Utilized problem-solving skills to handle unexpected situations and ensure customer satisfaction
- Provided guidance and training to new team members, sharing knowledge and best practices to support their integration into the team
Contractor
Uber Eats
Perth, Australia
06.2020 - 05.2023
- Simultaneously operated on UberEats, Menulog, and DoorDash platforms, ensuring a wide reach and catering to diverse customer bases
- This required adept handling of various app interfaces, order processing systems, and timely deliveries to meet or exceed customer expectations
- Demonstrated proficiency in navigating through Perth's intricate roadways, optimizing routes for efficiency, and ensuring prompt deliveries
- Maintained a high level of familiarity with local neighbourhoods and establishments
- Consistently delivered a positive and professional customer experience
- Developed strong interpersonal skills to address customer inquiries, provide order updates, and handle special requests, contributing to positive customer reviews and ratings
- Successfully generated over $30,000 in revenue over 3 years through consistent and reliable delivery services
- Implemented strategies to maximize order volume and increase income, including optimizing delivery routes and maintaining a high acceptance rate
- Effectively managed time to balance multiple orders and maximize efficiency in the delivery process
- Adapted to peak delivery hours and maintained a commitment to timely service, contributing to customer satisfaction and loyalty
- Developed a proactive approach to problem-solving, addressing issues such as incorrect orders, delivery delays, and customer concerns with professionalism and efficiency
Technical Support Representative
Teleperformance
Jaipur, India
08.2015 - 11.2015
- Provided comprehensive support as a Tier 1 representative, handling tickets, outage calls, and alert monitoring across 22 states
- Additionally, served as a Tier 2 representative, taking ownership of unresolved issues and ensuring timely resolution
- Delivered round-the-clock support for the client's web-based applications, file and data feeds, and batch processes, ensuring maximum system uptime
- Took charge of unresolved issues, troubleshooting and fixing them promptly to maintain operational continuity
- Collaborated with production support teams to assist in application releases and system maintenance for Linux/Unix servers and SQL Server databases
- Conducted post-production deployment sanity testing, performing both technical and functional verifications to ensure the reliability of deployed applications
- Generated daily reports on application health check outcomes for stakeholders, ensuring transparency and proactive issue management
- Served as the asset manager for the team, overseeing the management of resources and assets
- Mentored new team members, facilitating their onboarding through various communication channels and ensuring a smooth transition into the team
- Ensured all team members completed mandatory training on industry standards, policies, and professional conduct
Associate Software Engineer
Accenture
Bengaluru, India
06.2014 - 06.2015
- Played a key role in managing and supporting the infrastructure of a Broadband Consumer Base for AT&T Telecom, catering to approximately 4 million consumers
- Provided comprehensive support as a Tier 1 representative, handling tickets, outage calls, and alert monitoring across 22 states
- Additionally, served as a Tier 2 representative, taking ownership of unresolved issues and ensuring timely resolution
- Delivered round-the-clock support for the client's web-based applications, file and data feeds, and batch processes, ensuring maximum system uptime
- Took charge of unresolved issues, troubleshooting and fixing them promptly to maintain operational continuity
- Collaborated with production support teams to assist in application releases and system maintenance for Linux/Unix servers and SQL Server databases
- Conducted post-production deployment sanity testing, performing both technical and functional verifications to ensure the reliability of deployed applications
- Generated daily reports on application health check outcomes for stakeholders, ensuring transparency and proactive issue management
- Served as the asset manager for the team, overseeing the management of resources and assets
- Mentored new team members, facilitating their onboarding through various communication channels and ensuring a smooth transition into the team
- Ensured all team members completed mandatory training on industry standards, policies, and professional conduct
Software Trainee
Softech Infoways
Sirsa, India
05.2012 - 07.2012
- Learned and developed core Java based modules for an existing project
Education
Bachelor of Technology - Computer Science
Mody University of Science and Technology
12.2014
Skills
- Customer Service Excellence
- Sales Generation
- Report Generation
- Data testing
- Teamwork and Collaboration
- Analytical Skills
- Linux Operating System
- Relationship Building
- Database Administration
- Microsoft SQL
- Agile Methodology
- Time Management
- Multitasking
- Complaint resolution
- Technical Support
- Adaptability and Flexibility
- Task Prioritization
Certification
- ISTQB Foundation
- ISTQB Certified Tester Foundation Level - Agile Tester Extension (CTFL-AT)
Accomplishments
- I was selected as one of the top 3 team members in the entire state and featured in the Roadshow and Masterclass Training videos at Coles Express.
- I was honoured and rewarded as one of the most efficient and best employees during my time as a team member at Coles Express.
- Additionally, I was awarded the Best Employee of the Month at Accenture.
References
References available upon request.
Timeline
Customer Service Representative
Coles Group
01.2021 - 10.2023
Contractor
Uber Eats
06.2020 - 05.2023
Technical Support Representative
Teleperformance
08.2015 - 11.2015
Associate Software Engineer
Accenture
06.2014 - 06.2015
Software Trainee
Softech Infoways
05.2012 - 07.2012
Bachelor of Technology - Computer Science
Mody University of Science and Technology
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