Prasad Narayana
Diamond Creek
Summary
Seeking a Customer Service Officer role where my extensive experience in customer interaction, problem-solving, and process adherence will contribute to positive customer outcomes. My goal is to leverage my foundational service skills in a capacity that allows for simpler responsibilities, aligning with my desire to step back and enjoy a different phase of my professional life.
Overview
17
17
years of professional experience
Work History
Service Manager
Brennan IT
05.2022 - Current
- Oversaw operations, ensuring service delivery met standards.
- Implemented process improvements that boosted team efficiency and customer satisfaction.
- Trained staff on best practices in customer service and operations.
- Streamlined workflows, reducing response times and improving service quality.
- Resolved customer complaints promptly and professionally.
Service Delivery
NEC Australia
04.2015 - 05.2022
- Managed relationships from CIO to Service Desk
- Led a team to deliver customer contract
- Handled communications for major incidents in mission-critical contact center services showcasing strong problem-solving skills under pressure.
- Maintained significant customer-facing responsibilities while primarily serving in Service Delivery Management role.
Service Delivery Specialist
NEC Australia
12.2011 - 04.2015
- Managed Contact Centre upgrade projects for banking and logistics clients, ensuring direct engagement and coordination.
- Exceeded Service Level Agreements consistently, resulting in multiple contract extensions from high customer satisfaction.
- Participated in operational meetings with Account Service Delivery Managers to manage and resolve commercial issues as a key contact for client concerns.
Projects Officer
Dept. of Human Services (Vic)
07.2008 - 06.2010
- Managed Victorian Government Office Telephony Services account as primary customer contact.
- Oversaw client relationships and delivered VoIP solutions, ensuring high satisfaction.
- Served as liaison between client and internal teams to resolve issues effectively.
- Completed VoIP upgrade projects on time and budget, meeting expectations consistently.
- Handled customer inquiries and supported telephony services as Coordinator.
Education
Graduate Diploma - Business Administration
LaTrobe University
Skills
- Customer Service First Point of Contact Resolution
- Effective Communication & Collaboration
- Problem Solving & Decision Making
- Process Improvement Initiatives
- Customer support
Timeline
Service Manager
Brennan IT
05.2022 - Current
Service Delivery
NEC Australia
04.2015 - 05.2022
Service Delivery Specialist
NEC Australia
12.2011 - 04.2015
Projects Officer
Dept. of Human Services (Vic)
07.2008 - 06.2010
Graduate Diploma - Business Administration
LaTrobe University
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