Rahul Parthivas
Melbourne,Australia
Summary
Customer Solutions and Escalations Specialist with 3+ years of experience managing high-volume inbound calls and complex complaints within regulated, KPI-driven environments. Proven record of improving Customer Satisfaction (CSAT) and First Call Resolution (FCR) through root cause analysis, end-to-end case ownership, and compliance-focused decision-making. Advanced proficiency in Salesforce and Oracle Siebel CRM systems, with strong documentation accuracy and audit readiness. Recognised for emotional resilience, conflict resolution, and the ability to translate complex information into clear, customer-centric solutions.
Overview
6
6
years of professional experience
Work History
Customer Service Consultant
Telstra (Tech Mahindra)
06.2025 - Current
- Manage 40–60 high-volume inbound calls daily, resolving complex billing and service escalations.
- Maintain 90%+ compliance accuracy through detailed CRM documentation and policy adherence.
- Improve CSAT and FCR through structured problem-solving and case ownership.
- Navigate Salesforce and Oracle Siebel to ensure accurate case tracking and resolution updates.
Supermarket Assistant
Coles
06.2023 - Current
- Serve 100+ customers per shift in a fast-paced retail environment.
- Resolve escalations while ensuring refund compliance and service accuracy.
- Collaborate cross-functionally to reduce processing delays.
Customer Service Representative
Formula 1 Melbourne Grand Prix
03.2024
- Handled high-volume customer interactions during major international event operations.
- Managed complaint resolution and CRM documentation under strict time constraints.
Digital Learning Support
Oracle
10.2021 - 12.2022
- Managed 25–40 stakeholder cases weekly across global regions.
- Improved communication turnaround by 30% through structured reporting systems.
- Increased delivery efficiency by 20% using agile frameworks.
Client Servicing
Ogilvy
06.2020 - 08.2022
- Resolved escalated client issues and improved stakeholder alignment.
- Maintained compliance documentation and coordinated cross-functional teams.
Education
MBA - Project Management
Deakin University
Melbourne01.2024
Bachelor of Arts - Journalism & Mass Communication
Dayananda Sagar Institutions
Bengaluru01.2021
Skills
- Customer Escalations & Complaint Resolution
- High-Volume Call Handling (40–60 calls daily)
- Regulatory Compliance & Policy Adherence
- CRM Systems: Salesforce, Oracle Siebel
- Case Management & Documentation Accuracy
- First Call Resolution (FCR) & CSAT Optimisation
- Conflict De-escalation & Emotional Intelligence
- Root Cause Analysis & Problem Solving
- Performance Metrics & KPI Tracking
- Cross-Functional Collaboration
Timeline
Customer Service Consultant
Telstra (Tech Mahindra)
06.2025 - Current
Customer Service Representative
Formula 1 Melbourne Grand Prix
03.2024
Supermarket Assistant
Coles
06.2023 - Current
Digital Learning Support
Oracle
10.2021 - 12.2022
Client Servicing
Ogilvy
06.2020 - 08.2022
MBA - Project Management
Deakin University
Bachelor of Arts - Journalism & Mass Communication
Dayananda Sagar Institutions