Smitha Rebecca Kothapalli
Adelaide,SA
Summary
A self driven people leader backed by a rich and varied experience in Customer Service, Tech Support, Banking and Sales. Emotionally intelligent, Resilient, adaptable and Consistent, with an unwavering commitment to Quality and Customer delight. Operational Excellence with strong stakeholder engagement and Empathy. Proven ability to manage change, mobilise continuous improvement initiatives backed by data driven decision making, strategic resource management and service excellence.
Overview
22
22
years of professional experience
Work History
Service support Coordinator
One Tribe Australia
Adelaide SA
02.2026 - Current
- Navigating complex NDIS legislative guidelines, Pricing
Arrangements, and distinct funding categories to optimize plan budgets. - Sourcing, connecting, and managing multi-disciplinary networks
of community, mainstream, and specialized allied health
providers while executing compliant Service Agreements.
Minimizing financial risks by meticulously tracking periodic and
rolling multi-year fund allocations.
Facilitating clear communication and collaboration between
participants, families, state guardians, Behaviour Support (PBS)
teams, and clinical professionals.
Proactively resolving complex care adjustments, service delivery
frictions, safety concerns, and shared support challenges. - Delivering specialized case management for complex milestones, including assisting vulnerable youth transitioning out of state care into independent adulthood.
- Synthesizing clinical documentation to produce audit-compliant file notes, case summaries, and high-impact Change of Situation (COS) reports for NDIA funding reassessments.
- Partnering with participants to build long-term functional capacity and establish clear pathways toward autonomy and independent living.
Customer Service Officer (Under Contract)
AHPRA
Adelaide SA
06.2025 - 01.2026
- Answer incoming calls and respond to enquiries by phone, and web enquiries made at the AHPRA Contact Centre.
- Addressed customer issues with empathy and mitigated
dissatisfaction by employing timely and on-point solutions, always maintaining confidentiality and Integrity. - Deploy effective communication strategies, Active listening, Probing, Paraphrasing .
- Demonstrated adaptability in handling diverse customer queries, effectively addressing the unique needs on each interaction and achieve Customer Delight.
- Liaise with Regulatory Officers, Internal stakeholders as required on specific queries raised, as per policies of AHPRA .
- Update AHPRA's internal system on all enquiries according to
established policies and procedures. - Meet KPIs and maintain Schedule Adherence.
Team Manager (Technical Support)
Superloop
Adelaide, SA
12.2021 - 04.2025
- Led a team of Technical support agents in an inbound call centre, provide customer support on phone, email and Chat.
- Addressed and resolved issues with Internet connectivity, speeds, service and network outages, new and existing Router configurations, and general enquiries
- Led the team with Integrity, delivered outstanding Customer experience . Improved FCR rate from sub 70% to over 80%
- Compliance to the regulatory policies and guidelines
- Handled Customer escalations, provided Floor support in person and remotely, via AVoIP, improvement in NPS by more than 15%
- Aided Professional Growth through SMART goals
- Dashboards and Real time monitoring on Genesys . Effective resource management with abandon rates less than 5%. Achieved ASA of 30 sec from 45 sec, maintained shrinkage at less than 25% consistently.
- Liaised regularly with internal and external stakeholders, such as Billing, Sales, Field Network techs, Complaints, off-shore provisioning teams and other departments.
- SWOT analysis, Root Cause Analysis , Performance reviews, Action Plans. Improved Service Level from 70/30 to 80/30 and then to 80/20
- On delegation from Superloop to Origin Broadband (Division of Origin Energy ) to provide Strategic leadership and facilitate a seamless migration of the Tech Support Process
Team Manager Customer Advocacy
Westpac Banking Corporation
Adelaide, SA
12.2020 - 12.2021
- Led a specialized team of case managers, Customer Advocacy, handling debt recovery from Vulnerable Customers facing financial hardships .
- Liaise with Debt management firms, financial counsellors and authorized third parties- both organizational and individual, provide tailored solutions , achieving customer delight while ensuring least risk of potential loss to the bank
- Mitigated risk exposure by more than 30% through root-cause analysis within the framework of business procedures and regulatory policies.
- Adept at Westpac JUNO systems, generated Risk and compliance Incident reports.
- Implemented process improvement plans and streamlined operations , reduced errors by more than 25% as part of the Change management initiative
- Authored the SOP for Westpac Customer Advocacy and partnership process in collaboration with Compliance, Legal and Regulatory teams.
- Risk and compliance Incident reporting , data collection and analyses using JUNO
- Conduct team huddles, feedback sessions, case calibration sessions improve operational excellence.
- Fostered and mentored the team to be high achievers
- Awarded 'Risk Hero' and 'Customer/Business Assist Performing HERO' awards
Team Leader
TSA / Telstra
Adelaide, SA
03.2018 - 12.2020
- Led a team of CSRs at TSA Group, inbound call centre for NBN faults, sales, Billing complaints, and customer queries.
- Point of escalation for complex queries and dispute resolution, maintained NPS at 80 and above.
- Provide floor support increased FCR.
- Real Time Analysis of team metrics, drive operational excellence of the team, with reduction in ASA by 15 seconds and lowered the Abandonment Rate.
- Achieve Customer Delight, aligned with the business norms, Improved Service Levels from 70/30 to 80/30
- Effective handling of Schedule Adherence , Absenteeism and kept Attrition rate at less than 8%
- Deployed an improved call quality assessment framework to better reflect the Call Quality
- Feedback sessions, performance improvement plans for the team to aid in their professional growth .
- Cross functional communication.
Customer Experience and Sales Agent / 2IC
TSA / Telstra
Adelaide, SA
07.2015 - 03.2018
- Provided exceptional customer service in inbound and outbound Calls and resolved issues related to billing, sales, retention, and bereavement.
- Strong Team player. Achieved KPI and SLA in line with regulations framework and company goals.
- Strong focus on Customer Delight with adherence to Business policy,
- As a 2IC provided floor support and be the Point of Escalation and Dispute Resolution
- Quick Thinking, Problem Solving, Empathy
- Results driven and performance oriented approach with a strong emphasis on Quality
Senior Analyst
Wipro BPO (UBS Investment Bank)
Hyderabad, India
09.2007 - 01.2013
- Responsible for Investigation and Settlement of failed trades in DTC (Depository Trust Company) – US Market and German Market (Cascade).
- Pre-matching and failing trade queries/ escalations raised by internal and external clients. Resolve the queries within the Turn Around Time
- Make modifications to UBS accounts & instructions to match with client instructions and settle trade on T+3 (Settlement Date) for US and German Trades
- Prioritization of the trades as per the monetary, reputation & operational risk involved.
- Generate Reports and Dashboard which reflects the TAT performance on aspects such as Buy In's, Sell Out's, Stock loan and Delivery report.
- Journalisation of Accounts and reconciliation after settlement to flatten accounts.
- Proposed Six Sigma initiatives and contributed to Change Management reduction in errors of more than 30% at the processing level.
Process Executive / Call Coach
HSBC
Hyderabad, India
08.2004 - 02.2007
- Process failed payments that were done through Electronic Payments channel by HSBC UK Customers, to the rest of the world.
- Monitored calls and improved first-call resolution rates through process call flow optimisation and scripting enhancements .
- Drafted and implemented call scripts to standardise service consistency for inbound customer enquiries,
- Coached staff to enhance call quality and compliance standards. Call calibration sessions with global quality teams.
- Developed targeted coaching modules for handling sensitive financial transactions, improving service levels and Integrity among agents.
- Authored training content and facilitated on-boarding for over 50 new hires in the Electronic Payment Services (EPS-CS) team.
Education
Diploma in Leadership and Management -
TIME Education And Training
Adelaide, SA08-2024
Master of Social Work - Medical and Psychiatric Specialization
Osmania University
Hyderabad01.2004
Bachelor of Social Work -
Osmania University
Hyderabad01.2002
Skills
- Strategic Leadership
- Operational Excellence
- Emotional Intelligence
- Continuous Improvement
- Service Delivery Management
- Customer relationship management
- Documentation and reporting
- Risk and Compliance
- Time Management
- Genesys Cloud, Salesforce, Copilot, AVoIP Technologies
Timeline
Service support Coordinator
One Tribe Australia
02.2026 - Current
Customer Service Officer (Under Contract)
AHPRA
06.2025 - 01.2026
Team Manager (Technical Support)
Superloop
12.2021 - 04.2025
Team Manager Customer Advocacy
Westpac Banking Corporation
12.2020 - 12.2021
Team Leader
TSA / Telstra
03.2018 - 12.2020
Customer Experience and Sales Agent / 2IC
TSA / Telstra
07.2015 - 03.2018
Senior Analyst
Wipro BPO (UBS Investment Bank)
09.2007 - 01.2013
Process Executive / Call Coach
HSBC
08.2004 - 02.2007
Diploma in Leadership and Management -
TIME Education And Training
Master of Social Work - Medical and Psychiatric Specialization
Osmania University
Bachelor of Social Work -
Osmania University