Manjula Venna
Case Manager
Melbourne
Summary
Dedicated professional with strong analytical problem-solving skills and a proven ability to simplify complex information. Exceptional in communication, organizational excellence, and customer service. Experienced with ticketing systems, Active Directory management, and maintaining high customer satisfaction. Known for self-motivation, decisive judgment, and team collaboration. Committed to integrity, diversity, and inclusion in the workplace. Eager to leverage these skills in a digital traineeship program to further develop technical expertise and contribute to innovative digital solutions.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Service Delivery Representative
Silvergum Technologies Pty Ltd
06.2020 - Current
- Built and maintained positive working relationships with team members, ensuring high service standards and customer satisfaction
- Demonstrated strong written and interpersonal communication skills through effective user support and process documentation
- Took initiative in managing administrative tasks, including data loads, cleanup within Salesforce CRM, and project management
- Applied problem-solving skills to address and escalate issues as needed, ensuring timely resolution in line with SLAs
- Worked collaboratively with cross-functional teams, contributing insights for continuous process improvement
- Promoted a workplace culture that values diversity, respect, and inclusion, ensuring all interactions were handled with fairness.
Case Manager
Fair Work Commission
7 2022 - 9 2023
- Effectively managed Commission cases at the pre-conciliation phase, ensuring thorough preparation for conciliation
- Applied sound judgment and problem-solving skills in early case management, handling client correspondence, scheduling, and data entry with meticulous attention to detail
- Built and maintained strong, positive working relationships with colleagues and stakeholders, ensuring effective collaboration throughout the case management process
- Demonstrated ability to quickly gain knowledge of federal workplace relations systems, including the Fair Work Act 2009 and its delegated legislation
- Demonstrated ability to effectively communicate complex and sensitive information by phone and in writing with a wide variety of stakeholders, including clients and team members
- Proactively drove results, meeting deadlines and achieving team objectives through individual and collaborative efforts
- Maintained integrity and resilience under pressure, delivering consistent performance in challenging situations
- Upheld integrity and performed well under pressure, consistently delivering high-quality service to clients.
Service Officer
Services Australia
09.2023 - 12.2023
- Assess applications for Carer Allowance and Carer Payment to determine eligibility based on the care provided and the impact on the carer's life
- Review and process Carer Allowance and Carer Payment applications, ensuring completeness and accuracy of documentation
- Demonstrated a proactive approach by taking personal drive and initiative in reviewing applications, conducting interviews, and resolving inquiries efficiently
- Utilized strong problem-solving skills to address complex eligibility issues, ensuring accurate and timely decision-making
- Address inquiries and concerns, providing assistance and guidance
- Maintain accurate records of Carer Allowance and Carer Payment applications, approvals, and client interactions
- Ensure compliance with data protection and privacy regulations
- Worked as part of a team to achieve departmental goals, contributing to a supportive and collaborative environment
- Stay informed about changes in government policies related to the Carer Allowance program
- Investigated and resolved carer claims, ensuring regulatory compliance and enhancing customer satisfaction
- Supported a workplace culture that values diversity, respect, and inclusion, ensuring all clients received equitable treatment.
Customer Service Representative
Australian Taxation Office (through Probe CX)
06.2020 - 07.2022
- Provided exceptional customer service by assisting taxpayers with lodgement processes and resolving complex issues, fostering positive relationships with clients
- Demonstrated excellent communication skills, both written and verbal, to explain tax procedures and provide guidance on online platforms
- Showed personal drive and initiative in managing high-volume inquiries, contributing to overall team success
- Applied sound judgment to negotiate and establish tailored payment plans, ensuring compliance and customer satisfaction
- Maintained composure and integrity under pressure, resolving escalated issues promptly and professionally
- Contributed to a diverse and inclusive workplace culture by providing equitable support to all taxpayers.
Support Analyst
LS Technologies Pty Ltd
02.2019 - 09.2019
- Provided technical support and resolved issues efficiently, consistently exceeding KPIs while maintaining positive relationships with users
- Demonstrated sound judgment and problem-solving abilities in addressing hardware, software, and network issues
- Showed strong personal drive by consistently meeting and exceeding performance targets
- Worked as part of a team to manage user support, contributing to overall service delivery success
- Maintained integrity and resilience in high-pressure situations, ensuring user satisfaction and issue resolution
- Supported a workplace culture of inclusion and respect, ensuring diverse user needs were met with sensitivity and care.
Office Administrator
Dysons & Associates
02.2019 - 09.2019
- Built and maintained positive relationships with customers and internal teams, ensuring smooth communication and operations
- Demonstrated excellent communication skills by managing over 50 customer calls per day, addressing inquiries, and providing solutions
- Applied sound judgment to identify operational improvements, contributing to increased efficiency and customer satisfaction
- Worked effectively as part of a team, collaborating on projects and meeting organizational goals
- Maintained composure and integrity under pressure, managing peak periods with professionalism
- Supported a diverse and inclusive workplace by ensuring all customer interactions were handled equitably.
Education
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University - India
06.2011 - 05.2015
Skills
Strong analytical & problem-solving skills coupled with meticulous attention to detail
Skilled at breaking down complex information into clear language, communicated verbally and in writing
Effective communication and interpersonal skills, fostering positive relationships with cross-functional teams and stakeholders
Outstanding organizational and multitasking skills, adept at managing multiple priorities and meeting deadlines
Experienced in delivering tailored and personalized customer service
Skilled in using ticketing systems and tools - JIRA, ServiceNow (SNOW), Salesforce CRM
Experienced in Active Directory(AD) groups for managing user permissions
Exceptional ability to handle customer inquiries, ensuring high levels of satisfaction
Highly self-motivated with a proactive approach to achieving goals and improving processes
Strong decision-making and problem-solving abilities, with sound judgment under pressure
Effective team player, consistently contributing to collective success
Ability to maintain integrity and perform well under pressure
Committed to promoting a culture of diversity, respect, and inclusion in the workplace
Ensured accuracy in documentation and project execution
Prioritized and managed multiple tasks and deadlines
Managed documentation, planned workshops, and resolved project issues
Certification
12/01/2022, Salesforce Certified Administrator
Timeline
Service Officer
Services Australia
09.2023 - 12.2023
Service Delivery Representative
Silvergum Technologies Pty Ltd
06.2020 - Current
Customer Service Representative
Australian Taxation Office (through Probe CX)
06.2020 - 07.2022
Support Analyst
LS Technologies Pty Ltd
02.2019 - 09.2019
Office Administrator
Dysons & Associates
02.2019 - 09.2019
Bachelor of Technology - Electronics and Communication Engineering
Jawaharlal Nehru Technological University - India
06.2011 - 05.2015
Case Manager
Fair Work Commission
7 2022 - 9 2023
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