RAJA SANTHOSH JAKKU
VIVEASH,Australia
Summary
I am a holder of a Master of Information Technology from Charles Sturt University seeking an opportunity in a challenging career where learning, innovation and creativity are encouraged. I am looking for a challenging role in a reputable organization to utilize my technical, database,management and customer service skills to be a part of a reputed organization that will enhance my skills and knowledge and will provide the working experience, opportunity for professional development and career growth.
Overview
8
8
years of professional experience
Work History
Relief Processing and Infringement Services
Department of Transport
2 Clayton Street, Midland, WA 6056, Western Australia
04.2024 - Current
- Undertaking evaluation and verification of camera-related incidents, and determining relevant action, issuing infringements, and providing follow-up information and/or documentation as required.
- Referring to more complex issues and exceptional circumstances for investigation, and escalating processing errors, complaints, and recommendations for withdrawals.
- Maintaining a high degree of accuracy and attention to detail in all infringement-related tasks.
- Interpret and apply legislation, regulations, and instructions to ensure correct and factual information is used in the assessment and issue of infringements and in the provision of customer advice.
- Liaise and work collaboratively with the team members to resolve infringement-related queries.
Parts Interpreter/Customer Service Representative
HSY Autoparts
4/7 Guthrie Street, Osborne Park WA 6017, Western Australia
04.2024 - 08.2024
- Spare Parts Interpretation and Processing, Spare Parts orders
- Preparing and submitting a formal quotation for parts.
- Managing customer inquiries efficiently, understanding customer requirements, and offering the suitable parts based on specifications, costs, and availability.
- Assisting with aspects of the warehouse when required.
- Achieving budget and daily sales and KPIs.
- Build Customer Relationships and Networks.
- Work efficiently in a fast-paced, dynamic customer service environment.
- Processing the payments and credits.
- Developed and implemented collaboration strategies to increase customer satisfaction.
- Created detailed reports outlining the current state of collaborative efforts within an organization.
Customer Service Call Center Agent/Data Center Operator
Department of Education
151 Royal Street, East Perth WA 6004, Western Australia
04.2024 - 04.2024
- Answered customer inquiries via telephone and email in a timely manner. Software's used (Genesys and ServiceNow).
- Working within set timeframes and adhering to schedules.
- Provided accurate information regarding products and services to customers.
- Resolved customer complaints and ensured customer satisfaction.
- Maintained detailed records of customer interactions and transactions.
- Monitored incoming calls, emails, and other communications to ensure prompt responses were provided.
- Performed data entry into internal systems and Excel spreadsheets.
- Routed emergency calls appropriately, based on established protocols.
- Adhered to all company policies related to call center operations, including attendance guidelines.
- Participated in team meetings and training sessions as needed for professional development.
- Reviewed customer feedback surveys for areas of improvement within the department.
- Ensured compliance with applicable laws and regulations related to call center activities.
National Customer Service Coordinator – Domestic and International Transport
DB Schenker Australia Pty Ltd.
, Australia
08.2021 - 03.2024
- Provided customer service assistance to customers via phone and email
- Ensured that all customer inquiries were responded to in a timely manner
- Generated reports on key metrics such as call resolution times, number of customers served
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings
- Developed and implemented strategies retain customers and drive loyalty
- Taking the lead on transport bookings (Star Track) Dell returns and Fender returns
- Management of day-to-day freight operations, including client liaison, tracking of shipments, and communicating ETA changes to customers
- Respond to general enquiries for booking queries and close the enquiry
- Ensuring shipment data is inputted promptly and correctly, making sure bookings are lodged with transport providers, and followed up with ETA and confirmed arrival reports
- Daily report update
- Building strong relationships with customers and transport providers
- Organizations involved: STAR TRACK EXPRESS COURIER POST (NZ) DELL FENDER
IT technician and support
FUJITSU AUSTRALIA LTD
, Australia
04.2021 - 08.2021
- Company Overview: DEPLOYMENT
- On L1/L2 Support Desktop Level Troubleshooting
- Working on multiple OSs – Windows/ Mac
- Using Ticketing system (Maintaining SLA)
- Configuring, Installation, Mapping/Stage Issue diagnosis
- Calling the end-users to analyze issues, guiding them step by step procedure to solve issues
- DEPLOYMENT
- Projects: Spec savers, Department of education, Woolworths
Customer service representative, IT Desk support
BP PTY LTD
NSW, Australia
01.2018 - 02.2021
- Inbound and outbound calls
- Desk support
- Responsible presentation standards
- Assisting in customer decisions
- Report any issues to management and raise ticket, as necessary
- Attained competitive skills in customer relationships
Support Staff Member
Officeworks
North Rocks, Australia
09.2016 - 10.2017
- Provided technical support to customers via phone, email and chat
- Assisted users with troubleshooting software issues and hardware malfunctions
- Resolved customer inquiries in a timely manner
- Created detailed documentation of help desk tickets for future reference
- Performed system upgrades as needed
- Identified root cause of customer complaints and provided appropriate solutions
- Installed, configured and maintained computer systems
Support the IT team
Buzzketing Pty Ltd
Sydney, Australia
- Company Overview: Sydney, Australia
- Support the IT team in maintaining hardware, software, and other systems
- Assist with troubleshooting issues and provide technical support
- Organize and maintain IT resources
- Monitor backup systems and procedures to ensure data security
- Record activities, solutions, and other responses to request for service
- Use in-house IT system to re-direct IT leads
- Work with senior developers on our ongoing product development project
- Designing tools and using various applications
- Social Media Marketing
- Sydney, Australia
Education
Master of Information& Technology - Network Security, Wireless Network, System Analysis
Charles Sturt University
Sydney, NSW08.2019
Bachelor of Computer and Science Engineering - Computer Networks, Data base
Sri Institute of Technology
Hyderabad05.2016
Professional Year Internship Program (IT) -
Queensland Institute of Business Academy
Sydney, NSWSkills
- Customer service excellence
- Complaint Handling
- Efficiency and Time Management
- Quality Assurance
- Performance monitoring
- Documentation skills
- Call Monitoring
- Handling Escalations
- Computer Skills
- Technical knowledge
- Team Collaboration
- Multitasking and Organization
- Good verbal and written communication skills
Accomplishments
- Participated in National Science, Engineering and Technology, 10/01/13, Jawaharlal Nehru Technological University, Hyderabad, Telangana
- Participated in Agriculture development, 02/01/14, Jawaharlal Nehru Technological University, Hyderabad, Telangana
References
References available upon request.
Timeline
Relief Processing and Infringement Services
Department of Transport
04.2024 - Current
Parts Interpreter/Customer Service Representative
HSY Autoparts
04.2024 - 08.2024
Customer Service Call Center Agent/Data Center Operator
Department of Education
04.2024 - 04.2024
National Customer Service Coordinator – Domestic and International Transport
DB Schenker Australia Pty Ltd.
08.2021 - 03.2024
IT technician and support
FUJITSU AUSTRALIA LTD
04.2021 - 08.2021
Customer service representative, IT Desk support
BP PTY LTD
01.2018 - 02.2021
Support Staff Member
Officeworks
09.2016 - 10.2017
Support the IT team
Buzzketing Pty Ltd
Master of Information& Technology - Network Security, Wireless Network, System Analysis
Charles Sturt University
Bachelor of Computer and Science Engineering - Computer Networks, Data base
Sri Institute of Technology
Professional Year Internship Program (IT) -
Queensland Institute of Business Academy
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