Ritu Devi
Virginia,SA
Summary
Resourceful Customer Support Officer known for high productivity and efficient task completion. Possess specialized skills in problem-solving, customer relationship management, and technical support. Excel in communication, empathy, and adaptability, ensuring successful resolution of customer inquiries and fostering positive relationships. Committed to enhancing customer satisfaction through effective support and service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Support Officer
ADVAM
Adelaide, SA
11.2021 - Current
- Provided technical support to customers via telephone and email.
- Created reports summarizing customer interactions for management review.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed relationships with customers through positive interaction.
- Monitored incoming emails and responded accordingly.
- Ensured compliance with applicable laws, regulations, policies, and procedures.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided comprehensive support to customers via phone, email, and live chat, resolving queries efficiently.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Customer Service Officer
Westpac Group
Lockleys, SA
11.2020 - 10.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided top quality control and eliminated downtime to maximize revenue.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Communicated information to customers about product quality, value and style.
- Educated customers on special pricing opportunities and company offerings.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated databases with new and modified customer data.
Service Desk Officer
SEOFast
Adelaide
01.2019 - 01.2020
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions
- Documented and tracked all received requests in incident management system
- Collected and updated data to assist with customer issues and concerns
- Assisted with software installations
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
- Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators
- Document application and web site changes or change procedures
- Track, compile, and analyze web site usage data
- Develop or document style guidelines for web site content
- Document installation or configuration procedures to allow maintenance and repetition
- Identify, standardize, and communicate levels of access and security
- Perform user testing or usage analyses to determine web sites' effectiveness or usability
IT Support Officer
Avinet Pvt.Ltd
Adelaide
07.2018 - 12.2018
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions
- Documented and tracked all received requests in incident management system
- Collected and updated data to assist with customer issues and concerns
- Assisted with software installations
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
- Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators
IT Support Officer
SAER Technologies
Adelaide
07.2017 - 12.2017
- Provided 1st level helpdesk support for incidents and problems
- Performed the installation, configuration and troubleshooting of Windows servers, Desktops, Printers, Scanner, Modem and Antivirus etc
- Installation and configuration of Active directory services, DHCP, Anti-Virus
- Setting up LAN, WAN, Wireless, ADSL
- Performed server maintenance, security checks and back up support
- Deploy Desktops and laptops, Monitor, Printer for new employees; configured hardware and software in a commercial networking environment
- Using excellent technical and investigative skills for effective trouble shooting and solve problems in promptly and providing advice and training where necessary to users
- Exposure to MAC operating systems
- Adhere to manage resolving a wide range of network, hardware, server, application issues within an arranged SLA's
- Experience working with Service Now ticketing system
Education
Professional Year - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills and Professional Business Communication
Performance Education
Adelaide11.2018
Bachelor of Information Technology - Software Development
University of South Australia
Adelaide11.2017
Diploma in Computer Engineering -
Haryana Technical Board
Panchkula, India06.2009
Skills
Hardware/Software Troubleshooting: PC Hardware, Windows OS, Apple iOS, Android OS, printer and network troubleshooting, Active Directory, LAN/WAN
IT Management Tools: ServiceNow, JIRA, Salesforce
Databases and Platforms: MS SQL Server, MySQL, Oracle, Linux, and Windows Server; PC Hardware, Windows OS, Apple iOS, Android OS, printer and network troubleshooting, Active Directory, and LAN/WAN
IT Management Tools: ServiceNow, JIRA, Salesforce
Databases and Platforms: MS SQL Server, MySQL, Oracle, Linux, and Windows Server
Other Skills: Problem-solving abilities, teamwork, customer relationship management, time management, team collaboration, problem solving
Certification
ITIL Foundation Certificate in IT Service Management (2022
References
References available upon request.
Timeline
Customer Support Officer
ADVAM
11.2021 - Current
Customer Service Officer
Westpac Group
11.2020 - 10.2021
Service Desk Officer
SEOFast
01.2019 - 01.2020
IT Support Officer
Avinet Pvt.Ltd
07.2018 - 12.2018
IT Support Officer
SAER Technologies
07.2017 - 12.2017
Professional Year - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills and Professional Business Communication
Performance Education
Bachelor of Information Technology - Software Development
University of South Australia
Diploma in Computer Engineering -
Haryana Technical Board
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