Rohit Kumar
Melbourne,VIC
Summary
Dynamic and results-driven professional with a proven ability to drive project success through meticulous planning, coordination, and execution. Experienced in managing multifaceted projects across diverse industries, adept at liaising with stakeholders and ensuring projects are delivered on time and within budget. Capable of working independently and collaboratively, possess strong organizational and communication skills, with a keen eye for detail and a passion for problem-solving. Eager to leverage expertise in project management to contribute to the achievement of organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service/Research Interviewer
Roy Morgan Research
Melbourne, Victoria
02.2024 - Current
- Conducted in-depth interviews with participants to gather data and information on research topics.
- Facilitated focus groups to discuss research topics and gathered insights from participants.
- Developed and implemented customer service standards to ensure quality customer service.
- Answered incoming calls, emails, and other communication methods promptly.
Associate Consultant
FinXL IT Professional Services
Melbourne, Victoria
09.2022 - 05.2023
- Analyzing, processing, and updating data to make it more efficient for decision making using software like PowerBI and Excel, designing a user manual for the team.
- Prepared reports summarizing progress, risks, and issues associated with projects.
- Coordinated with stakeholders to ensure timely completion of tasks throughout the project life cycle.
- Developed and implemented project plans, budgets, and timelines.
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Facilitated meetings between stakeholders to discuss project requirements, objectives or outcomes.
Customer Service and Financial Assistance Executive
Telstra
Melbourne, Victoria
08.2021 - 09.2022
- Providing first level Customer Service and Technical Assistance, focusing on conflict resolution and rapport building, identifying customers' needs and responding promptly.
- Coordinated cross-functional teams to deliver high quality results within tight timelines.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Collected feedback from customers on their satisfaction with products and services.
- Increased customer satisfaction ratings 12% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Helpdesk and IT Support Analyst
Advanced IT Solutions
Melbourne, Victoria
02.2020 - 06.2021
- Being the first point of contact for IT incidents and service requests, troubleshooting, configuring and testing, resolving and responding to day-to-day IT issues, experience with JIRA, ServiceNow, Confluence, Citrix systems, Virtual Desktop, Siebel, and Salesforce.
- Provided technical support to customers and internal users via phone, email and remote access tools.
- Provided training to end-users on how to use IT systems efficiently.
- Evaluated customer feedbacks in order to identify areas needing improvement.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Handled customer service issues by providing guidance or escalating for advanced support.
Senior Sales Executive
Fareportal (US Clients)
Gurgaon, India
12.2015 - 12.2017
- Developed and implemented strategic sales plans to increase revenue and market share.
- Managed a team of sales representatives by setting goals, providing guidance, monitoring performance and offering coaching as needed.
- Responded to customer inquiries, provided information about various travel destinations and booked reservations.
- Developed and implemented marketing strategies to increase sales of travel packages.
- Collaborated with marketing team to develop promotional materials and campaigns for target markets.
- Created reports detailing sales activities such as weekly, monthly, quarterly results, forecasts, territory analyses .
Junior Practioner
IBM (Virgin Group,UK)
Gurgaon, India
02.2014 - 11.2015
- Developed and implemented individualized plans for clients to address their needs.
- Assisted customers in selecting products that best fit their requirements.
- Maintained up-to-date knowledge of product information and services offered by the company.
- Demonstrated excellent communication skills both verbally and written with customers and colleagues alike.
- Ensured accurate data entry into order processing system for customer orders.
Education
Master of Science - Information Technology/Project Management
Charles Sturt University
Melbourne, VIC01-2021
MBA - Business Administration and Management
New Delhi Institute of Management
Delhi, India11-2016
BBA - Business Administration And Management
Guru Gobind Singh Indraprastha University
Delhi, India11-2013
Skills
- Customer service/Technical Support
- Business Acumen
- Problem-Solving/Business Development
- Time Management/Change Management
- Professional communication skills
- Microsoft Office Suite
- PowerBI
- Sales and Marketing
- Agile Projects
- Stakeholder relationship management
Certification
- Certified SAFe5 Agilist.
- Certified ServiceNow IT Leadership
- Lean Problem Solving
Timeline
Customer Service/Research Interviewer
Roy Morgan Research
02.2024 - Current
Associate Consultant
FinXL IT Professional Services
09.2022 - 05.2023
Customer Service and Financial Assistance Executive
Telstra
08.2021 - 09.2022
Helpdesk and IT Support Analyst
Advanced IT Solutions
02.2020 - 06.2021
Senior Sales Executive
Fareportal (US Clients)
12.2015 - 12.2017
Junior Practioner
IBM (Virgin Group,UK)
02.2014 - 11.2015
Master of Science - Information Technology/Project Management
Charles Sturt University
MBA - Business Administration and Management
New Delhi Institute of Management
BBA - Business Administration And Management
Guru Gobind Singh Indraprastha University
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