SHIVA KUMAR
TARNEIT,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
2
2
years of professional experience
Work History
Customer Service Representative
Origin Energy
11.2022 - 10.2023
- Answered constant flow of electricity customer calls with minimal wait times.
- Updated account information accordingly customer up-to-date feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers about electricity meter reading and paying attention to customer address in mean time.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Understanding company policies and information to provide exceptional customer support.
Customer Service Representative
Tech Mahindra
07.2022 - 10.2022
- Handled inbound customer NBN inquiries, faults and service requests.
- Documented, researched and resolved customer service issues.
- Collaborated across departments to resolve customer NBN faults.
- Answered inbound calls to handle various internet and landline customers faults, set appointments and close sales.
- Assisted customers in navigating Telstra website or application during support interactions.
- Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.
- Navigated multiple computer systems and utilized search tools, knowledge based articles to find information
- Managed customer calls efficiently in fast-paced call center environment.
Customer Service Representative
Probe
11.2021 - 06.2022
- Handled customer inbound inquiries and suggestions professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved angry customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Masters Of Information Technology And Systems - Information Technology
Victorian Institute of Technology
Melbourne, VIC09.2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Technical Support
- Documentation And Reporting
Timeline
Customer Service Representative
Origin Energy
11.2022 - 10.2023
Customer Service Representative
Tech Mahindra
07.2022 - 10.2022
Customer Service Representative
Probe
11.2021 - 06.2022
Masters Of Information Technology And Systems - Information Technology
Victorian Institute of Technology
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