SRUTHI BOJJA
Melbourne
Summary
Enthusiastic professional with extensive knowledge in IT Support, retail, and customer service. Effectively managing a high volume of inbound customer calls in a complex, fast-paced, and challenging call center environment.
Troubleshoots technical issues with an ability to diagnose and solve complex problems. Ability to multi-task with different computer applications possess problem-solving skills, strong time management skills, and great attention to detail Addressing and resolving customer product complaints empathetically and professionally.
Overview
5
5
years of professional experience
Work History
IT Service Desk Analyst
Insurance Australia Group
05.2023 - Current
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user's.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Initialisation Specialist
Red Energy
04.2022 - Current
- Deliver timely and accurate customer Initialisation services which assure the highest levels of data quality and compliance.
- Providing specialized support in customer Initialisation functions to facilitate one contact resolution
- Communicating with various internal teams to ensure that processes are effective and customers are fully aware of the potential issues impacting their account.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Agent
Probe Group
10.2020 - 02.2022
- First point of contact for all Asahi Lifestyle beverage, and premium beverage customers.
- Ensuring that all customer enquiries are answered in a prompt and professional manner and meeting set KPIs.
- Using In-house software to access data and answer customer queries within predetermined service times.
- Entering customer requests/queries on-line and maintaining accurate customer records.
- Documenting and provide appropriate technical support material to customers as required.
- Escalating more complex customer enquiries to relevant channels.
- Liaising with agents on customer queries and complaints.
Administration Officer
Probe Group
03.2020 - 05.2020
- Involved working for the client ‘Energy Australia’.
- Involved Back Office billing, Data Entry.
- Developed an eye for detail while making notes in customer accounts of the action taken on that account.
- Learned to navigate through multiple windows related to tasks and finish the work effortlessly.
- Raised Service Orders for De-energization and final reads for gas and electricity to all Energy Australia Clients.
- Manually corrected Meter Read Errors and evaluated High Bills.
- Reporting to TL on time and completing the work allocated before COB.
- Actively took part as a team member and demonstrated initiative in helping my colleagues or even team leads at times.
- Demonstrated integrity and strong code of conduct by always being punctual, helpful and transparent.
- Managed communication with my co-workers, team leaders, operations manager, Energy Australia trainers simultaneously while finishing through my work allocation, all through virtual platform.
- Made sure the action taken on the account complied with quality assurance requirements.
Customer Service
IGA Australia
01.2019 - 11.2019
- Assisting customers with general queries.
- Handling EFTPOS system to collect order payments.
- Answering inbound calls and other product-related queries.
- Prioritizing tasks, also ability to handle customers at the same time.
- Keep Inventory and updating the same.
- Managing everyday rosters, Including accepting deliveries.
- Maintained punctuality and professionalism all the time.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Professional Year - IT
Performance Education
Melbourne02.2021
Master of Information & Communication Technology - Information Technology
La Trobe University
Melbourne07.2019
Bachelor of Engineering - Computer Science
Osmania University
Hyderabad07.2017
Skills
- Strong Analytical and Problem Solving Skills
- Time Management
- Document and Records Management
- Patient and Empathetic
- Efficient and Detail-Oriented
- Remote Support
- Incident Management
- ITIL Knowledge
- Service Desk Experience
- Network diagnostics
Accomplishments
- ITILV4 foundation level (May 2020, no expiry).
Timeline
IT Service Desk Analyst
Insurance Australia Group
05.2023 - Current
Customer Initialisation Specialist
Red Energy
04.2022 - Current
Customer Service Agent
Probe Group
10.2020 - 02.2022
Administration Officer
Probe Group
03.2020 - 05.2020
Customer Service
IGA Australia
01.2019 - 11.2019
Professional Year - IT
Performance Education
Master of Information & Communication Technology - Information Technology
La Trobe University
Bachelor of Engineering - Computer Science
Osmania University
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