M. Srivalli Manasa
Point Cook
Summary
Customer-focused professional with 5+ years of experience in customer support, billing, and service operations across telecommunications, utilities, and banking. Adapt at resolving complex inquiries, handling billing processes, supporting customers in hardship, and using CRM systems and SQL for data-driven service. Recognized for empathy, accuracy, and ability to handle high-volume interactions in fast-paced environments.
Overview
2
2
years of professional experience
Work History
Customer Connect Consultant
Greater Western Water
04.2025 - Current
- I assist the customers with bills, payment plans, payment arrangements, and payment extensions.
- Resolved billing discrepancies with clear explanations, enhancing customer satisfaction.
- I help customers with their account and billing questions, making sure they get the support they need.
- This experience has strengthened my attention to detail, problem-solving skills, and interest in using data to improve customer service.
- I update customer details and ensure records are accurate across multiple internal systems.
- I verify customer identities in line with privacy and compliance standards to protect sensitive information.
Customer Consultant Agent
Probe Operations Australia Pty Ltd – Telstra
06.2023 - 02.2025
- Arranged debt repayment plans or established schedules for repayment based on the customer's financial situation.
- Supported people facing financial or personal hardship, making sure they feel heard and helping them find the right support.
- Arranged flexible payment options and plans for overdue accounts in compliance with Telstra policies.
- Resolved billing discrepancies with clear explanations, enhancing customer satisfaction.
- Applied discounts and credits based on customer eligibility and tenure.
Education
Master of Computer Applications -
Acharya Nagarjuna University
01.2012
Bachelor of Computer Science - undefined
Acharya Nagarjuna University
01.2009
Skills
- Strong problem-solving and decision-making capabilities
- Delivered high-quality customer service in fast-paced environments, handling high-volume inbound and outbound calls with professionalism and efficiency
- Provided exceptional support to customers via phone and email, resolving inquiries and issues promptly to ensure satisfaction
- Ability to handle high-pressure situations professionally
- Experienced in SQL for customer data management
- Proficient in CRM software and customer support tools
- Knowledge of customer service best practices
- Team collaboration and independent working abilities
- Experienced in documenting technical processes, issues, and resolutions to facilitate knowledge sharing and ensure seamless future reference
Timeline
Customer Connect Consultant
Greater Western Water
04.2025 - Current
Customer Consultant Agent
Probe Operations Australia Pty Ltd – Telstra
06.2023 - 02.2025
Bachelor of Computer Science - undefined
Acharya Nagarjuna University
Master of Computer Applications -
Acharya Nagarjuna University
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