Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Venu Paladugu

Bertram,WA

Summary

Dedicated Customer Service Support Specialist with over 3 years of experience in a fast-paced call center environment. Skilled in handling complex customer issues and providing solutions that increase customer satisfaction and loyalty. Eager to bring a customer-first attitude and problem-solving skills to the Company.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Ampol
01.2023 - Current
  • Customer Service: Providing excellent customer service to all patrons
  • This includes greeting customers, answering their questions, and addressing any concerns they may have
  • Fueling Assistance: Assisting customers with fueling their vehicles, including operating pumps, handling fuel transactions, and ensuring safety protocols are followed
  • Cash Handling: Handling cash and processing credit or debit card transactions accurately and securely
  • Inventory Management: Monitoring fuel levels and maintaining inventory to ensure there is an adequate supply of fuel available for customers
  • Safety Compliance: Adhering to safety regulations and procedures to prevent accidents and ensure the well-being of customers and staff
  • This may include training on proper fueling techniques and emergency response protocols
  • Facility Maintenance: Performing routine maintenance tasks such as cleaning fuel pumps, restocking supplies, and ensuring the overall cleanliness and appearance of the fuel station
  • Record-Keeping: Maintaining accurate records of fuel sales, transactions, and inventory levels
  • Problem Solving: Resolving customer complaints or issues in a professional and efficient manner
  • This may involve troubleshooting fuel pump malfunctions, addressing billing discrepancies, or providing refunds when necessary
  • Teamwork: Collaborating with other staff members to ensure smooth operations and a positive work environment
  • Product Knowledge: Staying informed about different types of fuel, pricing, and any promotional offers or discounts available to customers
  • Security: Monitoring the premises for any suspicious activity or potential security threats and reporting them to the appropriate authorities
  • Compliance: Ensuring compliance with all relevant regulations and policies, including those related to environmental protection, health and safety, and customer privacy.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.


Technical Support Agent

Arena Solutions
03.2002 - 11.2022
  • Provided real-time support to customers experiencing technical issues with hardware and software, achieving a 90% first-call resolution rate
  • Collaborated with the IT department to streamline the troubleshooting process, reducing call handling time by 15%
  • Developed weekly reports that analyzed common customer issues, contributing to a 20% decrease in repeat calls on the same issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
  • Managed high call volume efficiently, addressing customer concerns promptly and professionally.
  • Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.

Customer Service Representative

Vodafone
04.2020 - 03.2022
  • Managed inbound calls in a high-volume environment, resolving customer inquiries, complaints, and billing questions with a 95% satisfaction rate
  • Implemented a new CRM software into the daily operations, increasing communication efficiency by 30%
  • Awarded 'Employee of the Month' twice in a year for excellent customer feedback and high service level agreements (SLAs) adherence
  • Trained and mentored over 10 new employees, ensuring they meet the company's standards in customer service excellence.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Master of Science - Information Technology

Federation University Australia
Sydney, NSW
11.2020

Skills

  • Strong communication and interpersonal skills
  • Proficient in CRM software and Microsoft Office Suite
  • Ability to handle stressful situations and high call volumes
  • Excellent problem-solving and analytical skills
  • Fluent in [Languages], if applicable
  • Critical Thinking
  • Customer Focus
  • Live chat support
  • Complaint Handling
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Team Leadership

Certification

Certified Customer Service Professional (CCSP)

Timeline

Customer Service Representative

Ampol
01.2023 - Current

Customer Service Representative

Vodafone
04.2020 - 03.2022

Technical Support Agent

Arena Solutions
03.2002 - 11.2022

Master of Science - Information Technology

Federation University Australia

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Venu Paladugu