Nikhil Puskuri
Wollert,Australia
Summary
Dedicated Customer Support Professional with experience managing high-volume inbound inquiries in fast-paced environments. Demonstrated ability to support customers in stressful and time-sensitive situations, providing accurate information and effective solutions. Strong communicator with excellent active listening, problem-solving, and data entry skills. Proven ability to follow structured processes, maintain confidentiality, and deliver consistent, high-quality service in remote and team-based settings.
Overview
1
1
year of professional experience
Work History
Customer Support Specialist
Tech Mahindra
Melbourne, Australia
11.2024 - Current
- Handled a high volume of inbound customer inquiries, delivering timely and accurate resolutions
- Provided support to customers experiencing issues, ensuring clear communication and reassurance
- Managed sensitive or escalated cases with professionalism, empathy, and problem-solving focus
- Maintained accurate customer records in CRM/ticketing systems (ServiceNow)
- Followed structured workflows, scripts, and escalation procedures to meet service standards
- Consistently met response time and resolution KPIs
- Translated complex information into simple, user-friendly guidance
- Collaborated with internal teams to resolve issues efficiently
- Recognised for maintaining professionalism in high-pressure situations
- Consistently met or exceeded service level expectations
- Managed multiple cases simultaneously without compromising quality
Education
Master of Information Technology -
Charles Sturt University
Bachelor of Technology -
Jawaharlal Nehru Technological University
Skills
- High-volume inbound call handling
- Supporting distressed and vulnerable customers
- Customer enquiry resolution
- Complaint handling
- Escalation management
- Active listening
- Conflict resolution
- Accurate data entry
- Case documentation
- Adherence to scripts
- Policies and procedures
- Time management
- KPI adherence
- SLA adherence
- Confidentiality
- Data privacy compliance
- Remote work
- Self-management
- CRM Systems: ServiceNow
- Microsoft Office: Word
- Microsoft Office: Excel
- Microsoft Office: Outlook
- Windows OS
- Office 365
- Empathy
- Patience
- Attention to detail
- Reliability
- Adaptability
- Ability to follow structured government processes
Accomplishments
- Recognised for maintaining professionalism in high-pressure situations
- Consistently met or exceeded service level expectations
- Managed multiple cases simultaneously without compromising quality
References
Available upon request
Timeline
Customer Support Specialist
Tech Mahindra
11.2024 - Current
Master of Information Technology -
Charles Sturt University
Bachelor of Technology -
Jawaharlal Nehru Technological University