Sudarshan Koirala
Queanbeyan East,Australia
Summary
Determined and personable IT graduate with a comprehensive understanding of Information Technology and customer service, seeking an IT Support Officer role.
Determined and personable IT graduate with a comprehensive understanding of Information Technology and customer service, seeking an IT Support Officer role. Adept at leveraging expertise in Salesforce, Siebel system, Power BI, and Einstein Analytics for insightful data analysis and sales reporting. Demonstrates a proven track record of enhancing customer experiences, delivering exceptional service, managing operations efficiently, and fostering collaborative team environments. Excels in handling challenging customer interactions, both over the phone and in-store, while maintaining professionalism and positive outcomes. Passionate about applying leadership skills, service excellence, and ICT knowledge to drive outstanding performance and exceed customer expectations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Telstra telecommunication
02.2023 - Current
- Customer Service Representative with extensive experience in managing customer complaints and resolving issues efficiently
- Skilled in delivering tailored solutions to meet customer needs while maintaining a professional and positive demeanor
- Committed to providing exceptional service and fostering customer satisfaction
- Utilize CRM systems such as Salesforce and Siebel to efficiently manage customer information and track interactions
- Conduct follow-up communications to ensure customer satisfaction and issue resolution
- Train and mentor new team members on best practices for customer service and complaint handling
- Analyze data using tools like Power BI and Einstein Analytics to generate insights and improve customer service strategies
- Develop and maintain a knowledge base to streamline issue resolution and empower customers with self-service options
- Ensure compliance with data protection and privacy regulations while handling customer information
- Participate in cross-functional team meetings to align on customer service goals and initiatives
- Maintain detailed records of customer interactions, ensuring accurate documentation and follow-up
- Monitor and analyze customer feedback to identify areas for service improvement and enhance overall customer experience
Customer Service and Sales Representative
Coles
02.2021 - Current
- Customer Service Representative at Coles, responsible for managing a high volume of customer complaints and issues
- Proficient in delivering effective resolutions tailored to customer needs while ensuring a professional and positive service experience
- Dedicated to maintaining high standards of customer satisfaction and fostering a welcoming environment
- Installing and maintaining hardware such as printer, scanner, fax machine related problems
- Configuring and installation of latest windows operating systems
- Managing all operational tasks, such as receiving goods, checking the delivery, and sending the goods.
- Customer satisfaction rocketed up 20% due to enhanced service delivery and presentation.
- Successfully handled a high volume of customer inquiries and complaints, achieving a customer satisfaction rate of 95%
- Streamlined complaint resolution processes, reducing average resolution time by 20%.
- Leveraged Power BI and Einstein Analytics to identify trends in customer service data, contributing to a 10% increase in overall service quality
- Developed and maintained an accessible knowledge base, reducing issue resolution time by 30%
- Consistently exceeded performance targets in customer service quality and response time, contributing to an increase in customer retention
- Enhanced IT assets tracking by 99% by applying labeling system, reducing asset misplacement
Education
The ACS Professional Year Program - ICT -
Queensland international business academy
Canberra03.2025
Bachelor of Information Technology -
Crown Institute of Higher Education
Canberra, Australia07.2024
Advance diploma in information of technology -
Kingston institute of business technology
06.2022
Diploma in Information of Technology -
Kingston institute of business technology
10.2019
Skills
- Incident Reporting
- Customer Service Orientation
- Operational Systems Knowledge
- Virtual merchandise
- Technical Support
- Networking & Connectivity
- Security & Data Protection
- Software Proficiency
- Troubleshooting and Problem Solving
- Data analysis
- Customer service
- IT support
- Team collaboration
- CRM management
- Effective communication
- Problem solving
- Problem resolution
- Adaptability and flexibility
- Product and service solutions
- Strategic sales
- Empathy and patience
- Stress management
- Customer satisfaction measurement
- Multi-task management
- Multitasking and organization
- Tracking complaints
- Stock management
- Product knowledge
- Problem-solving
- Opening and closing accounts
- Order processing
- Hardware Maintenance
Certification
- Bachelor of IT (Information and technology)
- ACT Working with Vulnerable People Card
- Current National police Check
- NSW Driving Licence
- Diploma and Advance diploma of IT
- Forklift license
- WCC check
Accomplishments
- Customer satisfaction rocketed up 20% due to enhanced service delivery, presentation.
- Successfully handled a high volume of customer inquiries and complaints, achieving a customer satisfaction rate of 95%.
- Streamlined complaint resolution processes, reducing average resolution time by 20%.
- Enhanced team performance by training and mentoring new hires, leading to a 15% improvement in team efficiency.
- Leveraged Power BI and Einstein Analytics to identify trends in customer service data, contributing to a 10% increase in overall service quality.
- Developed and maintained an accessible knowledge base, reducing issue resolution time by 30%.
- Consistently exceeded performance targets in customer service quality and response time, contributing to an increase in customer retention.
- Enhanced IT assets tracking by 99% by applying labeling system, reducing asset misplacement.
Volunteer and Interests
- Volunteer work
- Outdoor activities
- Playing sports
- Gardening
- Social engagements
- Engaging in work related training
- Trekking, Hiking
- Working Out/exercising
- Photography
- Apple training
- Engaging in different sort of training
- Host at QIBA interview session program
Projects
CIHE Ticketing System, To create a user-friendly Automatic ticketing system, HTML, Java, JavaScript, Bootstrap, CSS, 06/01/24, Achieved a High Distinction Library Management System, To create a user-friendly Library management system, HTML, Java, JavaScript, Bootstrap, CSS, 06/01/24, Achieved a High Distinction
References
References available upon request.
Timeline
Customer Service Representative
Telstra telecommunication
02.2023 - Current
Customer Service and Sales Representative
Coles
02.2021 - Current
The ACS Professional Year Program - ICT -
Queensland international business academy
Bachelor of Information Technology -
Crown Institute of Higher Education
Advance diploma in information of technology -
Kingston institute of business technology
Diploma in Information of Technology -
Kingston institute of business technology
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