Shreekrishna Sedhai
Case Manager ( CX Complaints)
Eastwood,NSW
Summary
A dedicated and results-driven professional with 5 years of experience in dispute resolution, investigation, and customer-focused problem solving. Highly skilled in resolving complex complaints, negotiating with stakeholders, and identifying process improvements. Known for exceptional communication skills, empathy, and the ability to navigate high-pressure environments. Adept at fostering strong relationships, managing competing priorities, and driving continuous improvement initiatives to enhance customer experience.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Case Manager ( Cx Complaints)
Telstra
Sydney, New South Wales
07.2023 - Current
- Efficiently investigated and resolved complex and sensitive customer complaints, consistently achieving timely and fair resolutions.
- Developed and maintained strong networks with colleagues across departments to escalate issues and influence outcomes in high-stakes situations.
- Communicated directly with customers with warmth and empathy, ensuring a positive experience throughout the complaint resolution process.
- Identified and escalated systemic issues and compliance concerns, contributing to the protection of the company and its customers.
- Led initiatives to identify and implement process improvements, streamlining complaint management and enhancing customer satisfaction.
- Contributed insights into emerging issues and provided feedback to senior leadership, helping shape policy and product improvements.
- Managed competing priorities in a fast-paced environment, ensuring all complaints were handled with the appropriate level of urgency and accuracy.
Store Manager
Telstra
Macquarie Park, New South Wales
02.2020 - 06.2023
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Ran markdown reports, managed store replenishment, and analyzed buying reports like PowerBi and Tableau.
IT Support Specialist ( Internship )
Mobilise IT Pty Ltd
North Sydney, NSW
08.2020 - 12.2020
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Assistant Store Manager
KFC
Carlingford, New South Wales
03.2016 - 12.2019
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses
- Onboarded new employees, including training, mentoring and new hire documentation
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience
- Coached team on effective upselling and cross-selling methods
- Maintained positive customer relationships by responding quickly to customer service inquiries
Education
Professional Year -
Performance Education
Sydney, NSW 11.2019 - 12.2020
Bachelor Degree - Information And Communication Technology
Victoria University
Sydney, NSW 07.2017 - 08.2019
Advanced Diploma - Network Security
TAFE Ultimo
Sydney, NSW 07.2015 - 12.2015
Skills
- Dispute Resolution & Investigation
- Complaint Management & Negotiation
- Stakeholder Engagement & Relationship Building
- Risk Management & Compliance
- Process Improvement & Systemic Issue Identification
- Time Management & Organizational Skills
- Advanced Written & Oral Communication
- Problem Solving & Analytical Skills
Safety and compliance
System administration
User technical support
Network development and administration
Staff training
Complaint resolution
Strategic sales knowledge
Business Development
Inventory management
Critical Thinking
Relationship building
Certification
VMware Certified Professional- Data Center Virtualisation
References
Tam Le ( Team Manager)
E: Tam.Le.1@team.telstra.com
Timeline
Case Manager ( Cx Complaints)
Telstra
07.2023 - Current
IT Support Specialist ( Internship )
Mobilise IT Pty Ltd
08.2020 - 12.2020
Store Manager
Telstra
02.2020 - 06.2023
Professional Year -
Performance Education
11.2019 - 12.2020
Bachelor Degree - Information And Communication Technology
Victoria University
07.2017 - 08.2019
Assistant Store Manager
KFC
03.2016 - 12.2019
Advanced Diploma - Network Security
TAFE Ultimo
07.2015 - 12.2015