Appampally Rishitha
Footscray,VIC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
3
3
years of professional experience
Work History
Help desk
Telstra
02.2023 - 02.2024
- Taking incoming client calls for any questions relating to their telecommunications account
- Provide outstanding first call resolution in Level 0-1 support role, with enquires regarding their NBN faults
- Conduct thorough analysis of network performance, identifying issues related to Wi-Fi connectivity, signal strength, and data transfer rates
- Diagnose and resolve Wi-Fi connectivity issues promptly to minimize downtime and ensure optimal network performance
- Manage and optimize Wi-Fi configurations, ensuring proper settings for routers, access points, and related network devices
- Regularly inspect and maintain Wi-Fi equipment, such as routers and access points, to ensure their proper functioning and address any hardware-related issues
- Conduct training sessions for end-users on best practices for Wi-Fi usage, addressing common issues, and promoting a better understanding of network connectivity
- Collaborate with Wi-Fi equipment vendors to escalate and resolve issues that require external support or specialized knowledge
- Ensure adherence to industry standards and compliance with relevant regulations regarding Wi-Fi network security and performance.
Help Desk Agent
Probe group
04.2022 - 01.2023
- Provide exceptional customer service through inbound calls, resolving customer queries through service now platform for Toll global express
- Raised tickets through service now, managed tickets and resolved them accordingly
- Accurately record detailed customer interactions and process account information
- Handled email and administration tasks such as updating customer details.
Customer Service Consultant
TSA Group
07.2021 - 01.2022
- Build authentic relationships with customers through end to end claims management, assessing each situation on a individual basis
- Manage inbound calls and outbound calls to resolve enquires, and concerns related to property damage
- Liaise with suppliers and repairers to validate, assess and repair property insurance claims
- Accurately record detailed customer interactions and process account information
- Accurately manage customer expectations regarding their insurance and claim process.
Customer service officer
Department of health (SERCO)
09.2020 - 04.2021
- Taking inbound and outbound calls for vaccination bookings through CVMS system
- Trained in VAX OUTBOUND, INBOUND, RAT, CAT, CCOM process
- Answered average calls per day, addressing customers enquiries
- Solving problems and providing vaccination information
- Answered calls about general enquiries of covid isolation and booking problems
- Showed empathy towards covid positive patients and guided them thoroughly through self-isolation process
- Answered average of calls, emails per day, addressing customers enquiries.
Education
Master of Information Technology -
Victorian institute of technology, Melbourne.
07.2021
Bachelor of Science (Microbiology, genetics, chemistry) -
Osmania University, Hyderabad-India.
06.2015
Skills
- Help Desk
- Help Desk Experience
- Help Desk Operations
- Help Desk Support
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Customer Satisfaction
- Written and oral communication
References
Available upon request
Volunteer Experience
- Volunteered and organized all IEEE events in 2014-2015 in AURORA
- Organized and volunteered for Genetics club of AURORA 2015.
Timeline
Help desk
Telstra
02.2023 - 02.2024
Help Desk Agent
Probe group
04.2022 - 01.2023
Customer Service Consultant
TSA Group
07.2021 - 01.2022
Customer service officer
Department of health (SERCO)
09.2020 - 04.2021
Master of Information Technology -
Victorian institute of technology, Melbourne.
Bachelor of Science (Microbiology, genetics, chemistry) -
Osmania University, Hyderabad-India.
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