Lushan Maharjan
Southport,QLD
Summary
Master of Information Technology and Systems graduate from Victorian Institute of Technology with proficiency in coding and experience with Windows Operating Systems, seeking an opportunity for an entry-level position where I can kick start my career and acquire new skills and knowledge. As a highly focused individual, with a strong work ethic, I have developed the ability to learn new technologies quickly and solve technical problems efficiently. With previous experience in customer service, I can bring great value and dedication to the role to achieve organizational objectives.
Overview
3
3
years of professional experience
Work History
Customer Solutions Specialist
Probe Group Pty Ltd
03.2023 - Current
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Handled average of 80 customer calls per day, providing excellent service and resolving issues promptly to ensure customer satisfaction. .
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference
- Escalated customer issues to management for appropriate action to be taken
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service
- Learned and followed customer service policies and procedures to meet organizational and industry standards
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management
Customer Service Representative
Woolworths Group
07.2020 - 02.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Develop rapport with customers, and work effectively and calmly under pressure
- Responded to customer requests for products, services, and company information
- Responded proactively and positively to rapid change
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
Junior Business Analyst
Intuition Softech
07.2021 - 11.2021
- Worked one-on-one with clients to improve Requirement specifications.
- Researched competitors to build report of rising trends in the markets.
- Created detailed requirements based on user stories, use case diagrams and reports from research for review by development team.
- Review documents and collaborate information for the business
- Worked with client requirements to specify business goals and plans
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement
Education
MASTER’S IN INFORMATION TECHNOLOGY AND SYSTEMS - Information Technology
VICTORIAN INSTITUTE OF TECHNOLOGY
Sydney, NSW12.2021
BACHELOR OF SCIENCE IN COMPUTING WITH HONOURS - Information Technology
LONDON METROPOLITAN UNIVERSITY
Nepal09.2017
Skills
- Excellent Teamwork skills achieved when working in a team of 5 on a major project
- Excellent oral and written communication skills achieved through tertiary education, employment and deliver presentations at university
- POS Systems and Ordering Platforms
- Professional Phone Etiquette
- Customer Implementation
- Special Events
- Call Volume and Quality Metrics
- KPI Metrics
- Complaint resolution
Timeline
Customer Solutions Specialist
Probe Group Pty Ltd
03.2023 - Current
Junior Business Analyst
Intuition Softech
07.2021 - 11.2021
Customer Service Representative
Woolworths Group
07.2020 - 02.2023
MASTER’S IN INFORMATION TECHNOLOGY AND SYSTEMS - Information Technology
VICTORIAN INSTITUTE OF TECHNOLOGY
BACHELOR OF SCIENCE IN COMPUTING WITH HONOURS - Information Technology
LONDON METROPOLITAN UNIVERSITY
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