Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

PRUDHVIRAJ SURABATTULA

Melbourne

Summary

Dynamic and results-oriented professional seeking a challenging position in a reputable organization where career advancement aligns with individual skill development and contributes to team and organizational success. Holds a Master's in Information Technology from the Victorian Institute of Technology, with a focus on internet network support for Telstra AU. Demonstrates exceptional customer service skills, strong management expertise, and a commitment to enhancing operational efficiency.

Overview

4
4
years of professional experience

Work History

Associate Team Leader

Tech Mahindra
12.2024 - Current
  • Led a team of network support specialists, managing daily operations,team rosters, and resource allocation to ensure service excellence and target adherence.
  • Conducted coaching sessions, team meetings, and performance reviews, driving continuous improvement in service quality and team development.
  • Monitored KPIs including resolution time, CR and ENPS; delivered actionable performance reports to senior management.
  • Acted as primary escalation point for complex customer and technical issues; coordinated with internal and external stakeholders for timely resolution.
  • Evaluated calls for quality, performance and provided constructive feedback.
  • Conducted regular reviews of operations and identified areas for improvement.

Internet Network Support Specialist

Telstra AU
11.2023 - 12.2024
  • Company Overview: Tech Mahindra provides advanced technical support for Telstra customers facing internet connectivity issues.
  • Provided advanced technical support for Telstra customers facing internet connectivity issues. Utilized NATAMA, CAPTURE, SIBEL, BAT, T&DM, SOS, MODINI, NBN Service Portal, and Salesforce to diagnose and troubleshoot network problems. Conducted in-depth analysis using CAPTURE to identify and resolve connectivity challenges promptly.
  • Troubleshot failed drives, warnings and unscheduled reboots.
  • Identified issues and implemented troubleshooting techniques to alleviate downtime and system failure.
  • Configured and installed routers, modems, and other networking equipment using MODINI and other relevant tools. Guided customers through the setup and optimization of their home or business networks.
  • Collaborated with internal technical teams to escalate and resolve complex network issues. Created and managed incidents on NATAMA, documenting all relevant information and steps taken to diagnose the issue. Leveraged ServiceNow for incident resolution, ensuring timely and effective solutions to keep customers connected to the internet.
  • Maintained detailed records of customer interactions, troubleshooting steps, and solutions using Salesforce. Contributed to the development and updating of knowledge base articles for internal and external use.
  • Ensured that support interactions met Telstra's quality standards. Participated in quality assurance processes to continually enhance service delivery.
  • Successfully resolved complex connectivity issues, improving customer satisfaction and reducing incident resolution times.
  • Tools Proficiency: NATAMA, CAPTURE, SIBEL, BAT, T&DM, SOS, MODINI, NBN Service Portal, Salesforce, ServiceNow.
  • Managed approximately 25 incoming calls per day from customers.

Inbound Customer Service Consultant

probe at Cx
11.2022 - 09.2023
  • Handled high volumes of inbound calls, built customer relationships, and assisted with card fulfillment.
  • Generated credit, debit, and key cards, resolving customer queries and concerns.
  • Demonstrated problem-solving skills and objection handling. Ability to Multitask.
  • Managed approximately 30 incoming calls per day from customers.

Inbound Customer Service Consultant

Startek
01.2021 - 10.2022
  • Handled customer inquiries and complaints, resulting increase in customer satisfaction ratings.
  • Provided accurate answers to customer queries and de-escalated situations involving dissatisfied customers.
  • Providing tracking information.
  • Guided callers through troubleshooting and provided updates on billing, shipping, and other account items.
  • Managed approximately 30 incoming calls per day from customers.

Education

Master of Information Technology - Computer Networking

Victorian Institute of Technology
Melbourne, VIC
12.2020

BBA - Business Management

Andhra University
Visakhapatnam
03.2017

Skills

  • Customer Relationship Management
  • Problem Solving
  • Technical Support
  • Data Analysis
  • Quality Management
  • Microsoft 360
  • Team Working
  • Employee Engagement
  • Call center operations
  • Team supervision
  • Key performance indicators
  • Daily workflow improvement

Accomplishments


  • Awarded ‘BRAVO’ twice and ‘STANDING OVATION’ for exceptional team leadership and quality.
  • Topped a competitive internal talent pool selection for the Associate Team Lead role, ranking 1st among 8 candidates.

Languages

English
Full Professional
Hindi
Limited Working
Telugu
Native or Bilingual

Timeline

Associate Team Leader

Tech Mahindra
12.2024 - Current

Internet Network Support Specialist

Telstra AU
11.2023 - 12.2024

Inbound Customer Service Consultant

probe at Cx
11.2022 - 09.2023

Inbound Customer Service Consultant

Startek
01.2021 - 10.2022

Master of Information Technology - Computer Networking

Victorian Institute of Technology

BBA - Business Management

Andhra University

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PRUDHVIRAJ SURABATTULA