Venkatesh Naidu Melam
Koondoola,Western Australia
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
MUFG GROUP
Perth, Western Australia
11.2023 - 07.2025
- Resolved hardship inquiries while providing accurate information on products and services.
- Displayed empathy towards vulnerable customers to enhance support and understanding.
- Resolved customer complaints efficiently using company guidelines.
- Negotiated payment plans aligning with bank's hardship policy to meet customer needs.
- Educated customers on assistance programs, guiding them through available options.
- Maintained precise documentation of customer interactions, ensuring compliance with confidentiality standards.
- Developed personalized payment schedules in collaboration with customers to achieve mutual goals.
- Conducted assessments of financial situations, recommending tailored payment solutions to alleviate burdens.
- Processed payments and educated customers on billing procedures and option setups.
Technical Customer Support Engineer
TSA - TELESTRA
Perth, Western Australia
08.2022 - 11.2023
- Oversaw technical support operations at base level, achieving high customer satisfaction.
- Facilitated coordination among multiple stakeholders to resolve conflicts and promote collaboration.
- Ensured timely ticket follow-ups after each call for effective issue management.
- Supported customers in troubleshooting emails, broadband connections, and account challenges.
- Maintained comprehensive monitoring of network performance and associated equipment.
- Delivered remote support for email inquiries regarding network functionality.
- Simplified complex topics into understandable terms for end users consistently.
- Scheduled technician visits through ServiceNow ticketing tool based on escalation needs.
Customer Service Representative
PROBE-CX
MELBOURNE
10.2021 - 08.2022
- Provided accurate information while maintaining strict confidentiality.
- Managed inbound and outbound calls, ensuring high-quality customer interactions.
- Contributed to team success by achieving personal KPIs consistently.
- Documented call outcomes and customer requirements with precision.
- Resolved customer complaints swiftly while following established guidelines.
- Kept informed about company products, processes, and relevant policies.
- Actively participated in team activities to enhance workplace culture.
- Reported workplace hazards to maintain a safe environment for all employees.
Education
Professional Year
William Angliss Institute of TAFE
Melbourne, VIC01-2022
Master of Information Communication Technology
Latrobe University
Melbourne, VIC06-2020
Bachelor of Science - Computer Science
SRKR Engineering College
India 05-2018
Skills
- Customer service
- Payment processing
- Technical troubleshooting
- Conflict resolution
- Document management
- Financial assessment
- Active Directory
- WAN
- NATAMA
- ServiceNow
- BAT
- Spreadsheets
- SOS
- Modini
- Siebel
- Console (Salesforce)
- CAT
- Windows 10 & 11
- Office 365 Tools
- Ticketing System
References
References available upon request.
Timeline
Customer Service Representative
MUFG GROUP
11.2023 - 07.2025
Technical Customer Support Engineer
TSA - TELESTRA
08.2022 - 11.2023
Customer Service Representative
PROBE-CX
10.2021 - 08.2022
Professional Year
William Angliss Institute of TAFE
Master of Information Communication Technology
Latrobe University
Bachelor of Science - Computer Science
SRKR Engineering College
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