PAVAN POTU
Lara,VIC
Summary
Detail-oriented professional with a background in customer and technical support, skilled in administration, data management, and problem-solving. Committed to enhancing office efficiency through effective communication, organization, and procedural adherence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
ICT Customer Support Officer
Tata Consultancy Services
10.2023 - 10.2024
- Provided high-quality customer service to Telstra Call Centre customers, addressing their needs promptly.
- Identified and resolved basic to complex IT and connectivity issues for customers through troubleshooting.
- Managed customer accounts, ensuring accurate and timely service activation from start to finish.
- Supported and educated customers on the deployment and maintenance of computer infrastructure, including hardware and software.
- Scheduled technician visits, managed customer records, and ensured accurate documentation for service follow-ups.
Customer Care Consultant
Probe Cx
02.2022 - 10.2023
- Handled customer inquiries and complaints, providing solutions to resolve issues effectively.
- Maintained customer satisfaction through proactive communication and problem-solving.
- Utilized customer relationship management (CRM) systems to record interactions and follow up on customer issues.
- Trained in conflict resolution to manage and de-escalate challenging customer interactions.
Customer Service Representative
7-eleven
12.2019 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Educated customers about billing, payment processing, and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Master of Science - Networks And Information Security
Central Queensland University
Melbourne, VIC07.2022
Bachelor of Science - Computer Science And Engineering
Malla Reddy Engineering College
06.2019
Skills
- Customer Management
- Technical Skills
- Technical Communication
- Telecommunications Knowledge
Certification
- Graduate Certificate in Project Management
- Certificate of Australian Computer Society Professional Year Completion
Specialist Skills And Knowledge
- Customer Management: Ability to work under pressure and handle difficult customers.
- Technical Skills: Strong analytical and technical skills in databases and telecommunication systems.
- Technical Communication: Clear understanding of processes/work instructions and ability to communicate technically appropriate information.
- Telecommunications Knowledge: In-depth understanding of networks and telecommunications products.
Timeline
ICT Customer Support Officer
Tata Consultancy Services
10.2023 - 10.2024
Customer Care Consultant
Probe Cx
02.2022 - 10.2023
Customer Service Representative
7-eleven
12.2019 - 02.2022
Bachelor of Science - Computer Science And Engineering
Malla Reddy Engineering College
Master of Science - Networks And Information Security
Central Queensland University
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