Sudarshan Koirala
Queanbeyan East,Australia
Summary
Dedicated IT graduate with expertise in technical support, data analysis, and customer service, seeking an IT supporter. Skilled in leveraging Salesforce, Siebel, Power BI, and Einstein Analytics to optimize operations and enhance customer experiences. Proven ability to troubleshoot technical issues, streamline processes, and foster collaboration. Passionate about delivering exceptional service, driving efficiency, and applying ICT knowledge to exceed expectations. Adept at multitasking and excelling in fast-paced environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Telstra
02.2023 - Current
- Manage customer complaints and provide tailored solutions to meet their needs
- Utilize CRM systems (Salesforce, Siebel) to track interactions and enhance service efficiency
- Conduct follow-ups to ensure customer satisfaction and issue resolution
- Train and mentor new team members on customer service best practices
- Analyze data using Power BI and Einstein Analytics to improve service strategies
- Ensure compliance with data protection and privacy regulations
- Handle business customer queries, billing issues, and technical/network-related concerns
- Act as an Apple Ambassador, training employees on Apple products and troubleshooting
Customer Service & Sales Representative
Coles
02.2021 - Current
- Address customer inquiries and complaints, maintaining a 95% satisfaction rate
- Manage stock operations, including receiving, checking, and dispatching goods
- Led customer service enhancements, boosting satisfaction rates by 20%
- Streamlined complaint resolution processes, reducing resolution time by 20%
- Processed online orders and refunds, ensuring accuracy and efficiency
Education
ACS Professional Year Program - ICT
Queensland International Business Academy
03.2025
Bachelor of Information Technology -
Crown Institute of Higher Education
Canberra07.2024
Advanced Diploma in Information Technology -
Kingston Institute of Business Technology
06.2022
Diploma in Information Technology -
Kingston Institute of Business Technology
10.2019
Skills
- Incident Reporting & IT Support
- Data analysis
- Security & Data Protection
- CRM Management (Salesforce, Siebel)
- Data Analysis & Reporting (Power BI, Einstein Analytics)
- Virtual Merchandise & Operational Systems
- Customer relationship management
- Team collaboration
- Customer service
- Adaptability and flexibility
- Complaint resolution
- Multi-task management
- Problem resolution
- Customer Service & Problem Resolution
- Team Collaboration & Communication
- Adaptability & Flexibility
- Strategic Sales & Product Knowledge
- Multitasking & Organization
- Empathy & Patience
- Stress Management & Conflict Resolution
- Leadership & Training
Projects
CIHE Ticketing System, Developed an automated ticketing system using HTML, Java, JavaScript, Bootstrap, and CSS., Achieved a High Distinction. Library Management System, Designed a user-friendly library management system with similar technologies., Achieved a High Distinction.
Certification
- Bachelor of IT (Information Technology)
- ACT Working with Vulnerable People Card
- National Police Check
- NSW Driving Licence
- Diploma & Advanced Diploma of IT
- Forklift License
- WCC Check
Accomplishments
- Boosted customer satisfaction by 20% through improved service delivery.
- Maintained a 95% customer satisfaction rate in handling inquiries and complaints.
- Reduced complaint resolution time by 20% through process improvements.
- Trained and mentored new hires, enhancing team efficiency by 15%.
- Leveraged Power BI & Einstein Analytics to enhance service quality by 10%.
- Developed a knowledge base, reducing issue resolution time by 30%.
- Improved IT asset tracking accuracy by 99% through a new labeling system.
- Successfully managed high-priority business customer queries, strengthening service reliability.
Volunteer And Interests
- Hosting QIBA interview sessions
- Engaging in work-related training
- Trekking, hiking, and outdoor activities
- Photography & social engagements
- Playing sports & working out
- Apple training & technology exploration
- Organizing professional development workshops
References
References available upon request.
Timeline
Customer Service Representative
Telstra
02.2023 - Current
Customer Service & Sales Representative
Coles
02.2021 - Current
ACS Professional Year Program - ICT
Queensland International Business Academy
Bachelor of Information Technology -
Crown Institute of Higher Education
Advanced Diploma in Information Technology -
Kingston Institute of Business Technology
Diploma in Information Technology -
Kingston Institute of Business Technology
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