MANASA
Melbourne,VIC
Summary
Results-driven Service Desk Analyst with expertise in managing customer inquiries and issues, delivering insightful solutions, and ensuring positive outcomes. Possesses strong problem-solving, communication, and adaptability skills, with a background in Python development and experience in the financial and superannuation sectors. Committed to providing exceptional customer experiences and resolving complex issues while adhering to regulatory requirements
Overview
5
5
years of professional experience
1
1
Certification
Work History
SERVICE DESK ANALYST
Telstra
Melbourne, VIC
02.2023 - Current
- Liaise with customers via email, inbound and outbound calls and responding to all requests within service level agreed timelines
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Handled escalated callers to reach positive outcomes
- Verified Customer identification and authenticating them in the Console by sending OTC (One-Time Code) to their mobile number or email
- Troubleshoot issues with the Customer Fixed Wireless and NBN Broadband Services
- Navigated multiple systems and tools such as Salesforce (Console), Natama, CAT (Customer Advisory Tool), BAT (Broadband Assurance Tool), Capture, Siebel, Modini and SOS to identify source of issue
- Worked with NBN access Technologies (FTTC, FTTN, FTTP, FTTB, Wireless & HFC)
- Running Various Tests in the Capture like Diagnostic Tests, Line State Tests, Ping Tests etc and keeping the customers informed of incident progress, notifying them of impeding changes and agreed outages
- Booking, Cancelling and Rescheduling Telstra and NBN Co appointments to the customers to solve their network and modem issues
- Escalating more complex customer issues to the Level 2 Department by accurately logging and recording all relevant information
- Recording clear, concise, and complete notes in the relevant system at every customer interaction.
PYTHON DEVELOPER INTERN
General Assembly
Melbourne, VIC
02.2023 - 04.2023
- Project Objective: Book Review App is a user-friendly web application for sharing and browsing book reviews
- Built with Python and Flask, it features a responsive layout for all screen sizes
- Ideal for book lovers to discover and discuss new reads
- Project Description: Book Review App is a web application built using Python and Flask that allows users to browse and share book reviews
- Users can add new books to the system and provide ratings and reviews for each book
- The user interface is designed to be simple and easy to navigate, with a responsive layout that adapts to different screen sizes.
CUSTOMER SUPPORT OFFICER
Link Group - Australia Superannuation
Melbourne, VIC
08.2022 - 02.2023
- Deliver an outstanding member experience by providing excellent customer service and engaging with member's needs via inbound and outbound calls
- Add value to members' lives through every interaction by showing empathy, compassion, and the ability to actively listen to members' needs
- Provide members with information relating to their superannuation products, services, and transactional information
- Anticipate member needs and take ownership for investigating complex member queries
- Actively contribute to the Link Group purpose and values: Together we achieve, Client focused, Adapt and evolve.
CUSTOMER SERVICE CONSULTANT
Australia Post
Melbourne, VIC
07.2019 - 08.2022
- Answering inbound calls to greet and assist to track customers' parcels and solve issues like damaged or missing parcels
- Engage with customers using Connect Methodology
- Resolving customer inquiries from calculating postage rates to helping book passport appointments
- Achieving set daily and monthly KPIs
- These include: Average handling times, first call resolution, Positive Net Promoter Scores
- Prioritise and manage time and performance on each individual case
- Providing customers with Knowledge of a broad range of both domestic products or services available to them through Australia Post.
Education
BACHELOR'S OF INFORMATION SYSTEMS - PROGRAMMING -
RMIT University
Melbourne, VIC08-2023
Skills
- Team Player
- Flexibility and Adaptability
- Time Management
- Enthusiastic
- Detail-Oriented
- Effective Communicator
- Customer-Focused
- Organized
- Driven
Certification
- Certified Software Engineer from Australian Computer Society
- Certified Python Programmer from Australia General Assembly
Citizenship Status
NZ & Australian Citizen
Timeline
SERVICE DESK ANALYST
Telstra
02.2023 - Current
PYTHON DEVELOPER INTERN
General Assembly
02.2023 - 04.2023
CUSTOMER SUPPORT OFFICER
Link Group - Australia Superannuation
08.2022 - 02.2023
CUSTOMER SERVICE CONSULTANT
Australia Post
07.2019 - 08.2022
BACHELOR'S OF INFORMATION SYSTEMS - PROGRAMMING -
RMIT University