Shalini Madadi
Wollert,Australia
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
Work History
IT SUPPORT CSE
TECHM
05.2024 - Current
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user's
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams
- Used ticketing systems to manage and process support actions and requests
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Diagnosed and troubleshot hardware, software and network issues
CUSTOMER SERVICE OFFICER
LINK GROUP
06.2023 - 05.2024
- Listening to customer concerns and providing information, answers, or responses
- Obtaining and correctly recording customer information
- Reviewing and making changes to customer accounts
- Keeping records of customer interactions
- Investigating customer issues
- Dealing with pension accounts
- Guiding the member to create the ASX-investment accounts and helping the customer to generate reports
CUSTOMER SERVICE CONSULTANT
MEDIBANK
11.2022 - 06.2023
- Gained in-depth understanding of company products, systems and policies to give customers expert support
- Communicated with management about trends in customer calls to help team efficiency and success
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
- Listening to customer concerns and providing information, answers, or responses
- Obtaining and correctly recording customer information
- Reviewing and making changes to customer accounts
- Handling customer complaints and processing returns effectively
- Keeping records of customer interactions
- Helping the customers with the claims
- Doing the quote for hospital visits
CLERICAL ADMINISTRATOR
QANTAS FREIGHT
09.2022 - 05.2023
- Provides assistance in the delivery of Import and the acceptance of Export Freight to customers through the efficient processing of associated documentation and handling calls to the Freight Terminal
- Deliver total customer satisfaction through the accurate and efficient performance of clerical duties associated with the acceptance and delivery of Import and Export Freight
- Assess operational requirements and make decisions as necessary to ensure customer satisfaction
- Comply with Corporate and Divisional Service Standards
- Comply with the Group management system standard and associated policies in the workplace
- Handling freights in warehouse and finding the missing freight.
- Driving to and fro in Airport on Tarmac to get the freight documents and to deliver the documents.
CUSTOMER SERVICE REPRESENTATIVE / MANAGER
UNITED
11.2020 - 10.2021
- Serving guests by greeting, welcoming and directing them appropriately and answering their queries
- Ordering the stock
- Issuing the Roaster
- Maintain the cash
- Maintain the log records
ADMINISTRATOR
ENDEAVOUR CONSULTANTS
01.2020 - 09.2020
- General Administrative support by managing diaries, scheduling meetings and booking appointments
- Receiving the clients, Greeting visitors at reception
- Dealing with queries on the phone and by email
- Preparing, organising and storing information in paper and digital form
- Typing up letters and reports
- Maintaining office systems, ordering office supplies
- Printing and photocopying
- Updating computer records using a database
RISK ANALYST
WIPRO
12.2017 - 09.2019
- Established strategy for operations reporting and analytics, identifying key needs for deliverables
- Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies
- Produced accurate and timely collections reports, facilitating measurement, decision-making and engagement with customers
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation
- Reduced financial losses due to effective identification and mitigation of potential risks in the portfolio
Education
MASTER OF SOFTWARE ENGINEERING - INFORMATION TECHNOLOGY
TORRENS UNIVERSITY
05.2023
BACHELOR OF COMPUTER SCIENCE ENGINEERING - COMPUTER ENGINEERING TECHNOLOGY
JNTUH
01.2017
Skills
- Adaptability
- Security Awareness
- Ticketing System Proficiency
- Conflict Resolution
- Operating Systems Knowledge
- Customer Service
- Active Listening
- Desktop Support
- Complaint Resolution
- Call Centre Operations
- Microsoft Office Specialist (MOS)
- Expert Problem-Solving
- Data Entry
- Account Updating
- Appointment Scheduling
- CRM System Proficiency
- Problem-solving
- Teamwork and collaboration
- Multitasking Abilities
- Critical thinking
- Organization and time management
Timeline
IT SUPPORT CSE
TECHM
05.2024 - Current
CUSTOMER SERVICE OFFICER
LINK GROUP
06.2023 - 05.2024
CUSTOMER SERVICE CONSULTANT
MEDIBANK
11.2022 - 06.2023
CLERICAL ADMINISTRATOR
QANTAS FREIGHT
09.2022 - 05.2023
CUSTOMER SERVICE REPRESENTATIVE / MANAGER
UNITED
11.2020 - 10.2021
ADMINISTRATOR
ENDEAVOUR CONSULTANTS
01.2020 - 09.2020
RISK ANALYST
WIPRO
12.2017 - 09.2019
BACHELOR OF COMPUTER SCIENCE ENGINEERING - COMPUTER ENGINEERING TECHNOLOGY
JNTUH
MASTER OF SOFTWARE ENGINEERING - INFORMATION TECHNOLOGY
TORRENS UNIVERSITY
Similar Profiles
Prahalad KeerniPrahalad Keerni
Associate Technical Architect at TechMAssociate Technical Architect at TechM
Harmanpreet SinghHarmanpreet Singh
Support Engineer at TechM AllyisSupport Engineer at TechM Allyis
Surender K KumawatSurender K Kumawat
Sr. Technical Lead at Comviva Technologies Limited (Transfer Service from TechM)Sr. Technical Lead at Comviva Technologies Limited (Transfer Service from TechM)