Summary
Overview
Work History
Education
Skills
Accomplishments
Citizenship
Certification
Websites
Timeline
Generic

Shivani Sirineni

Pointcook,VIC

Summary

Dynamic Complex Customer Service Specialist at Telstra with a proven track record in analytical decision-making and effective communication. Recognized as the top performer for five consecutive months, I excelled in productivity and played a pivotal role in launching the 'Get Next' tool, enhancing team efficiency and customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Complex Customer Service Specialist

TELSTRA
04.2020 - Current
  • Currently working as a case management team member (BOH) for faults, resolving customer queries for non-working services, making them effective.
  • I worked as a QA Analyst for Consumer and Small Business within Messaging, Sales, and Faults for a secondment of seven months.
  • Worked within the telecommunications industry for NBN sales, billing, faults, CEO, SME, and 2IC.
  • Provided support as a Subject Matter Expert (SME).
  • Documentation and presenting deep-dive analysis under various categories.
  • Call evaluations for TRR (Telstra Retail & Regional) and PA (Priority Assist).
  • Worked with Complaints Case Managers, which requires expertise in resolving an NBN fault.
  • Provided support to IBM in assisting with interims.
  • Providing training for new joining agents within the Case Management team.
  • Networking, including the ability to diagnose faults.
  • Utilizing software, databases, scripts, and tools appropriately.
  • Worked with a team of developers in the launch of the 'Get Next' tool – key role working as a mediator between the team and developers.

Customer Service Centre Consultant – Govt. sector

SPOTLESS NATIONAL CONTACT CENTRE
06.2019 - 11.2019
  • Answering maintenance requests via phone and email
  • Liaising with internal and external customers
  • Accurate and detailed data entry
  • Achieving KPI
  • Reporting to Service Centre Supervisor

Customer Service Representative

BP Service Station
08.2018 - 04.2019
  • Customer Service and Console Operating
  • Meet KPIs of the BP rules
  • Operating computerized till system cash handling at the service counter
  • Working towards Zero harm
  • Managing Stock Inventory on weekly basis
  • Maintaining Outstanding Store condition and visual merchandising standards
  • Propose innovative ideas to improve store growth
  • Deal with customer queries and handle returns and exchange

Customer Service Representative

UNITED Petrol Station
03.2017 - 06.2018
  • Customer Service and Till Handling
  • Front facing of stock
  • Filling and removing out of date products
  • Maintaining Occupational Health Safety, Cleanliness and Potential sales growth of the store
  • Propose innovative ideas to improve store growth
  • Deal with customer queries and handle returns and exchange

Education

Bachelor’s - Information Technology (IT)

JNTU University
Hyderabad, Telangana, India

Skills

  • Analytical decision-making
  • Effective communication
  • Team Leadership
  • Effective Listening
  • Effective Team Collaboration
  • Consistent Professional Commitment
  • Mediator professionalism
  • Constructive Outlook

Accomplishments

  • First in team to get placed as a Permanent Telstra employee in an EOI
  • First in team to get selected for Case Management team
  • Shortlisted for the selection of SME Secondment role
  • Selected and worked as SME
  • Received an award for being #1 top performer in productivity % and closures per utilised hour in Case Management Team for 5 consecutive months - February, March, April, May, and June.
  • Played a key role in producing 'Get Next' tool and have successfully been able to launch within the team
  • Top Performer for H1 FY22
  • Shortlisted as a CEO team member
  • Provided Acting Team Leader responsibilities in absence of my Team Leader
  • Selected as Business Specialist into Quality and Compliance team
  • Rated 4 for the FY 2020/2021, 2021/2022, 2022/2023, 2023/2024.
  • Key role player for Aged Incident Queue
  • Selected as a QA Analyst for secondment

Citizenship

Australian Citizen

Certification

  • Self learning on Excel as new updates have been lauched

Websites

Timeline

Complex Customer Service Specialist

TELSTRA
04.2020 - Current

Customer Service Centre Consultant – Govt. sector

SPOTLESS NATIONAL CONTACT CENTRE
06.2019 - 11.2019

Customer Service Representative

BP Service Station
08.2018 - 04.2019

Customer Service Representative

UNITED Petrol Station
03.2017 - 06.2018

Bachelor’s - Information Technology (IT)

JNTU University

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Shivani Sirineni