Suryaprabha Umesh
VIC
Summary
Resourceful Customer Service Consultant consistently delivering high productivity and efficiency in task completion. Possess specialized skills in communication, problem-solving, and customer relationship management. Excel in active listening, empathy, and adaptability, ensuring exceptional service delivery and client satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Service Consultant
Aussie Broadband
Dandenong, VIC
08.2023 - Current
- Manage high-volume customer inquiries, providing tailored solutions while maintaining an average case load of 10–11 calls per day, some requiring up to 1.5 hours of dedicated assistance.
- Operate in a dynamic, high-intensity environment with rotational shifts, managing complex technical, and administrative customer interactions.
- Conduct in-depth troubleshooting via video consultations, diagnosing and resolving intricate network issues, including connectivity failures, slow speeds, coverage disruptions, and outages.
- Serve as the primary liaison between customers and NBN/Opticomm, facilitating seamless service activation, application processing, and conflict resolution during installation.
- Configure and optimize network equipment, including routers and modems, ensuring seamless functionality and performance.
- Navigate financial discussions with customers, assessing hardships, restructuring payment plans, processing transactions, and handling refunds with precision.
- Oversee administrative account management, including credit card processing, payment adjustments, and guiding customers through the My Aussie app.
- Mitigate service escalations through proactive problem-solving, technical expertise, and conflict resolution strategies.
- Adapt to an ever-evolving technical landscape, continuously learning, and applying new methodologies to enhance customer support efficiency.
Customer Success Representative
Go group properties
, VIC
05.2023 - 08.2023
- Delivered prompt and efficient customer support, mitigating on-hold delays and optimizing service response times.
- Provided real-time application status updates, ensuring transparency and proactive client engagement.
- Maintained and updated comprehensive customer account records, adhering to data integrity standards and compliance protocols.
- Applied advanced problem-solving techniques to resolve customer concerns, strategically escalating critical cases to senior management when necessary.
- Leveraged expertise in Avaya and RingCentral VoIP systems to facilitate seamless cloud-based communications and enhance operational efficiency.
- Rapidly assimilated new technologies and software applications, adapting workflows to align with evolving business needs.
- Managed high-volume inquiry emails with structured communication strategies, ensuring precise, timely, and professional client interactions.
Customer Service Representative
Homelane
Tamil Nadu , India
06.2021 - 04.2023
- Orchestrated end-to-end client management throughout the entire project lifecycle, ensuring seamless execution from initiation to completion while aligning with strategic objectives.
- Administered and optimized CRM software and ticketing systems to enhance data accuracy, workflow efficiency, and customer interaction tracking.
- Engaged in cross-functional collaboration with design, production, and installation teams to diagnose and resolve intricate customer challenges, ensuring superior service delivery and operational fluidity.
- Proactively facilitated payment follow-ups, implementing structured communication strategies to guide customers through financial obligations while enhancing cash flow management.
- Delivered real-time logistics updates on project material transit, leveraging tracking systems to provide clients with precise location details and estimated delivery timelines.
- Spearheaded issue resolution for escalated concerns, deploying analytical problem-solving techniques to address customer grievances with urgency and professionalism.
- Coordinated between customers and production teams to establish optimal delivery timeframes, balancing customer expectations with operational constraints for maximum efficiency.
- Managed high-volume inbound customer calls with exceptional responsiveness, reducing wait times and optimizing call resolution rates.
- Maintained and updated comprehensive customer records within CRM systems, ensuring data integrity and compliance with internal protocols.
- Conducted root-cause analysis of customer complaints, diagnosing underlying technical or service-related issues to drive effective resolutions and enhance client satisfaction.
Education
MBA - Sales And Marketing
Christ University
Bangalore05-2021
Skills
- Network troubleshooting
- Conflict resolution
- Customer satisfaction
- Customer needs assessment and solution mapping
- Call management
- Follow-up skills
- Relationship building
Timeline
Customer Service Consultant
Aussie Broadband
08.2023 - Current
Customer Success Representative
Go group properties
05.2023 - 08.2023
Customer Service Representative
Homelane
06.2021 - 04.2023
MBA - Sales And Marketing
Christ University
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