Raja Sekhar Gogineni
Adelaide,SA
Summary
As a highly motivated professional with a background spanning Inbound Call Centre Representation, BI Development, and Store Management, I am well-equipped to excel in the role of a Casual Level 1 Helpdesk/Support Engineer at Boost IT. My comprehensive experience in customer service, combined with a Master's degree in Information Technology and Business Intelligence Development, has honed my skills in exceptional customer service, problem-solving, and IT support. I am dedicated, responsible, and possess strong communication skills, making me an ideal fit for this position. Additionally, my qualifications align with the desired attributes, including knowledge of Microsoft technologies and a genuine passion for Information Technology. With a solid foundation in IT and a commitment to learning and growth, I am eager to contribute to Boost IT's dynamic team and continue advancing my expertise in a professional and collaborative environment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
TSA Group
02.2023 - 10.2023
- Effectively managed inbound calls from Telstra customers, addressing their queries and concerns with professionalism and empathy.
- Assisted customers with a variety of issues, including account inquiries, technical support, billing questions, and service-related problems.
- Utilized active listening skills to fully understand customer needs and provided tailored solutions to resolve their issues.
- Demonstrated adaptability in navigating complex computer systems and utilizing various software tools to access customer information.
- Consistently met and exceeded call center targets, including call handling times and customer satisfaction metrics.
BI Developer
MVP Studio
10.2022 - 01.2023
- Create SQL queries,stored procedures and functions to implement medium to complex business logic for reporting and analysis purposes.
- Utilized data visualization tools to effectively communicate business insights.
- Convert the existing data to meaningful information with insights by utilizing analytical skills.
- Create, Design, and Maintain SSRS reports using an operational database as a source.
- Collaborating and assisting each other as a team in completing the project task.
- Improved data gathering, analysis and visualization procedures with strategic optimizations.
Store Manager
United Petroleum
11.2019 - 03.2022
- Managed all aspects of store operations, including staff supervision, inventory management, and customer service.
- Led and motivated a team of employees to deliver outstanding customer experiences while ensuring operational efficiency.
- Responsible for inventory control, ordering, and stock replenishment to maintain optimal stock levels.
- Handled customer inquiries, concerns, and complaints, ensuring prompt and satisfactory resolutions.
- Implemented sales and marketing strategies to drive revenue growth and achieve sales targets.
- Maintained compliance with company policies, safety regulations, and industry standards.
Customer Service Representative
United Petroleum
12.2018 - 11.2019
- Acted as the primary point of contact for customers, providing support, information, and assistance.
- Handled a wide range of customer inquiries, including product information, billing, account issues, and complaints.
- Demonstrated active listening and effective communication skills to understand and resolve customer concerns.
- Maintained accurate records of customer interactions and transactions in accordance with company procedures.
- Collaborated with team members and management to ensure a consistent and positive customer experience.
- Maintained a customer-focused approach, striving to exceed customer expectations.
Data Associate
Costa Mushrooms
02.2018 - 10.2018
- Worked with departmental managers to outline the specific data needs for each business method analysis project being Compost, Growing and Harvest.
- Monitored emerging trends and provided feedback and recommendations on areas for improving in-house.
- Continuously improved efficiencies in the reporting and the administration processes whilst actively seeking out tasks and processes that can be improved and/or consolidated to free up the Growing Systems Manager.
- Analyzed data from company databases to drive optimisation and improvement of product development, sales volume, and business strategies.
- Developed and maintained relationships with key internal stakeholders, to ensure ongoing relevancy of data, reporting and insights.
- Supported the identification and development of analysis and reporting opportunities that led to the continual improvement of existing business systems and processes
Education
Master of Science - Information Technology
University of South Australia
Adelaide, SA10.2018
Bachelor of Science - Computer Science
Andhra University
Visakhapatnam08.2015
Diploma - Computer Engineering
State Board of Technical Education & Training
Hyderabad04.2012
Skills
- Analytical & Critical Thinking
- Time management
- Teamwork
- Verbal and Written Communication
- Customer Service & Problem Solving
- Call Centre Operations
- Technical Troubleshooting
- Software Installation
- Microsoft Technologies
Certification
- Google IT Support Professional, Coursera - Dec 2021
- Business Intelligence Developer, Industry Connect- Sep 2022
- Salesforce Administrator, Salesforce- Aug 2023
Interests
I am deeply interested in outdoor sports such as cricket, cycling, jogging,etc.
Timeline
Inbound Call Center Representative
TSA Group
02.2023 - 10.2023
BI Developer
MVP Studio
10.2022 - 01.2023
Store Manager
United Petroleum
11.2019 - 03.2022
Customer Service Representative
United Petroleum
12.2018 - 11.2019
Data Associate
Costa Mushrooms
02.2018 - 10.2018
Master of Science - Information Technology
University of South Australia
Bachelor of Science - Computer Science
Andhra University
Diploma - Computer Engineering
State Board of Technical Education & Training
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