Santhosh Sunkara
Melbourne,Australia
Summary
Customer Service Professional with 4+ years of experience in financial services, public transport, and government sectors. Proven expertise in resolving complex inquiries, managing compliance reporting and delivering exceptional member support. Adept at problem-solving and process improvement. Strong background in regulatory adherence and KPI-driven performance.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
mufg pension & market services
Melbourne, Australia
05.2023 - Current
- Managed inbound and outbound communications with members, ensuring timely and professional responses to queries
- Reported CPI Plus leads and PJOL report data to funds, ensuring accuracy and adherence to deadlines.
- Developed strong written communication skills, producing clear, professional responses to complex inquiries.
- Collaborated with team members to resolve complex member issues, ensuring first-call resolution, and high satisfaction.
- Utilized problem-solving abilities to handle difficult situations and ensure effective query resolution.
- Maintained high attention to detail in tracking communications and ensuring compliance with internal and external reporting standards.
- Delivering an outstanding member experience through excellent customer service on inbound and outbound calls.
- Investigation and ownership of complex member queries.
- Demonstrating subject matter expertise on funds, processes, and procedures.
- Achievement of all Key Performance Indicators (KPIs).
- Positive participation in the team and team meetings to discuss, share ideas, and celebrate the achievement of team goals.
- Displaying a proactive approach to independent learning.
- Actively contributing to continuous process improvement.
- Adhering to all legislative requirements required for the role.
- Complying with MUFG Privacy, a policy and procedures.
- Handled escalated customer complaints and disputes in a professional manner.
Customer Service Officer
PROBE Solutions
Melbourne, Australia
07.2022 - 04.2023
- Acted as the first point of contact for over 50 daily road hazard reports (e.g., signage damage, drainage issues).
- Logged and escalated tickets with precise location and issue details, improving RRV’s resolution time by 20%.
CUSTOMER SERVICE REPRESENTATIVE
DNA Recruitment Solutions
Melbourne, Australia
05.2020 - 03.2023
- I worked as a customer service representative for metro stations in Melbourne.
- Conducted pax counts for all replacement buses by entering the bus registration number and the number of passengers boarded.
- Provided accurate and timely information to passengers regarding train schedules, delays, and other related information.
- Maintained a positive, empathetic, and professional attitude toward passengers at all times.
- Responded promptly to customer inquiries through various channels, including in person, by phone, and by email.
- Trained new team members on customer service best practices, pax counts, and other job-related tasks.
- Gave announcements to passengers, ensuring that they were aware of important information related to their journey.
Education
Master's - Information and Communication technology
LATROBE UNIVERSITY
Melbourne, VIC10.2022
Bachelor of Engineering - Electronics and Communication
GITAM University
INDIA07.2018
Skills
- Customer Relationship Management (CRM)
- Complaint resolution and escalation handling
- Regulatory Compliance (Financial/Transport Sectors)
- Data reporting and accuracy
- First Call Resolution and Member Satisfaction
- Process Optimization and Continuous Improvement
- Ticket logging
- Time management
- Product knowledge
- Call documentation
- Computer skills
Timeline
Customer Service Officer
mufg pension & market services
05.2023 - Current
Customer Service Officer
PROBE Solutions
07.2022 - 04.2023
CUSTOMER SERVICE REPRESENTATIVE
DNA Recruitment Solutions
05.2020 - 03.2023
Master's - Information and Communication technology
LATROBE UNIVERSITY
Bachelor of Engineering - Electronics and Communication
GITAM University
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