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
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