Venkata Rakesh Nunna
Summary
Dynamic customer service professional with extensive experience at Reddy Express, excelling in problem resolution and relationship building. Proven ability to enhance customer satisfaction through active listening and critical thinking. Skilled in data entry and complaint handling, consistently delivering effective solutions in high-pressure environments. Committed to fostering team development and operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Shell Reddy Express
10.2022 - Current
- Assisted customers with inquiries and product information to enhance satisfaction.
- Resolved customer complaints by identifying issues and providing effective solutions.
- Collaborated with team members to streamline processes and improve service delivery.
- Adapted quickly to various customer needs and preferences during high-volume periods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Specialist
Telstra
09.2021 - 10.2022
- Resolved customer inquiries using CRM systems to streamline service delivery and enhance satisfaction.
- Maintained accurate records of customer interactions to ensure seamless follow-up and issue resolution.
- Collaborated with team members to develop best practices for handling high-volume call periods efficiently.
- Trained new staff on call protocols and system navigation to improve overall team performance.
- Identified recurring issues in customer feedback, contributing insights for process improvements within the department.
- Monitored call metrics regularly to maintain high standards of service and operational efficiency.
- Provided support during escalated calls, ensuring effective resolution aligned with company policies and procedures.
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
Assistant Store Manager
Ampol
07.2017 - 09.2021
- Supervised daily store operations to ensure high standards of customer service and product availability.
- Trained and mentored staff on company policies, enhancing team performance and operational efficiency.
- Implemented inventory management systems to optimize stock levels and reduce shrinkage.
- Analyzed sales data to identify trends, informing merchandising strategies and promotional activities.
- Developed staff schedules to maximize coverage during peak hours while minimizing labor costs.
- Conducted regular performance evaluations, providing constructive feedback to improve employee engagement and productivity.
- Resolved customer complaints effectively, fostering positive relationships and encouraging repeat business.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Education
Master of Science - Computer Networking
Melbourne Institute of Technology
Melbourne, VIC12-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call centre experience
- Scheduling
- Order processing
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Team development
Timeline
Customer Service Representative
Shell Reddy Express
10.2022 - Current
Customer Service Specialist
Telstra
09.2021 - 10.2022
Assistant Store Manager
Ampol
07.2017 - 09.2021
Master of Science - Computer Networking
Melbourne Institute of Technology