RANJITHA GURRAM
Mount Cottrell,VIC
Summary
Highly-motivated IT employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
IT SUPPORT
Qube Logistics
West Melbourne, VIC
03.2023 - Current
- Worked in a team of 50 at head office and provided technical IT support by engaging with all Qube employees and clients.
- Managed several ServiceNow logs and completed around 40 logs per day, which included different network, software, and hardware issues, by following all the ITIL guidelines.
- Regularly supported Windows desktops, Active Directory, Microsoft Server, and virtualization technologies.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Documented all activities related to IT support in an organized database.
- Provided in-person and remote IT support for all company-wide locations.
- Responded promptly to emergency requests for IT support during critical business operations.
- Experience using TeamViewer and Quick Assist to solve customer issues.
Payroll Officer
Department of Health
Melbourne, Victoria
01.2022 - 02.2023
- Responsible in managing all payroll enquiries (such as long service leave payments) and escalate as appropriate.
- Responsible in generating and providing payroll reports to appropriate departments, as required.
- Responsible in generating FTE reports for the Annual Report.
- Working alongside other Human Resources personnel in providing advice on workplace policies and procedures, and information on enterprise agreements to staff/management.
- Participation in completing VHIA enterprise agreement requirements/requests.
- Responsible in managing and resolving team members' timesheet discrepancies by following up with team members' designated managers.
- Responsible for generating HR-related reports.
- Responsible in ensuring payroll sign-off is promptly done in time for payment of wages.
- Responsible for managing up-to-date cost centers and organizational structure in Kronos and Chris21.
- Responsible in organizing ongoing Kronos training for all new schedule managers.
- Responsible in taking action of any pay discrepancies upon approval by relevant manager.
- Responsible in generating government-related reports, such as Aged Care Retention Bonus, end of financial year reports, etc.
- Participation in liaising with internal and external auditors for payroll audit and action all other tasks/duties as required by line manager.
Personal Banker
ANZ Banking Group
Melbourne, Victoria
11.2020 - 12.2021
- Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
- Engaged customers in needs-based conversations to identify opportunities and address banking plans and credit card needs.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in the database.
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy, and act in the best interest.
- Identified and reported suspicious patterns of activity to reduce money laundering.
- Reached out, generated appointments, and built new relationships to grow business.
- Solved customer challenges by offering relevant products and services.
- Achieved high satisfaction rating through proactive, one-call resolutions of customer issues.
- Presented new and additional products and services to existing customers.
- Improved customer satisfaction by going above and beyond to answer questions and offer expert support.
Assistant Customer Service Manager
Woolworths Supermarkets
Melbourne, Victoria
02.2017 - 10.2020
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process-driven activities.
Customer Support Associate
Amazon
Hyderabad, Telangana
07.2016 - 01.2017
- Helped customers track and ship packages, responding to an average of sixty calls per day
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems, and solutions
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages, and overages
- Made outbound calls to obtain account information
- Reviewed account and service histories to identify trends and issues
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
Education
Master of Science - Information Technology - Data Analytics
Deakin University
Melbourne, VIC04-2019
Bachelor of Science - Computer Science And Engineering
Lovely Professional University
India05-2016
Skills
- Troubleshooting Skills
- Leadership
- Critical Thinking
- Team Management
- Technical Support
- Client Relations
- Remote Support
- Database Management
- System Administration
- Documentation
- Customer Service
- Service Desk Team Management
Volunteering
Deakin Orientation Club (Executive)
Deakin University, Melbourne
- Welcoming new students and explaining the club activities on orientation day.
- Estimating the budget for an event and spending the money according to it and keeping all the receipts records after the event.
- Attended all the committee meetings and recorded minutes of meetings (MOM).
- Developed strong work ethic and management skills by being punctual and finishing all the assigned tasks before the event day.
Student Placement Coordinator
Lovely Professional University, India
- Coordinating placement related activities for final year students.
- Arranging and monitoring aptitude, technical exams for all the students
- Solving all the technical related issues while conducting the exams.
- Managing the whole placement procedure from start to end.
References
References available upon request.
Timeline
IT SUPPORT
Qube Logistics
03.2023 - Current
Payroll Officer
Department of Health
01.2022 - 02.2023
Personal Banker
ANZ Banking Group
11.2020 - 12.2021
Assistant Customer Service Manager
Woolworths Supermarkets
02.2017 - 10.2020
Customer Support Associate
Amazon
07.2016 - 01.2017
Master of Science - Information Technology - Data Analytics
Deakin University
Bachelor of Science - Computer Science And Engineering
Lovely Professional University
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