Zanela Obradovic
Dandenong North,VIC
Summary
Accomplished Incident Manager and Service Desk Consultant at Telstra, adept in IT Service Management and Customer Service. Excelled in developing incident management policies, enhancing service quality, and leading effective issue resolution. Skilled in Microsoft Office and conflict resolution, consistently meeting SLA targets and improving customer satisfaction. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
6
6
years of professional experience
Work History
Service Desk /Incident Manager
Telstra
Melbourne, VIC
01.2018 - 07.2019
- Developed, implemented, and maintained incident management policies and procedures.
- Identified potential risks and created plans to mitigate them.
- Coordinated with stakeholders to ensure timely resolution of incidents.
Service Desk Consultant
Telstra
Melbourne, VIC
05.2016 - 01.2018
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Responded to customer emails with accurate product and service information.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Performed data entry of customer orders into the company's order management system.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Provided technical support for troubleshooting software applications used by customers.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Maintained up-to-date records of all client interactions in the CRM system.
- Documented all interactions with customers accurately in the CRM system.
Customer Service Officer
Telstra Business Centre
Rowville, Vic
03.2013 - 10.2015
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Developed and implemented billing procedures and systems to ensure accuracy in invoicing customers.
- Maintained accurate records of collections efforts including contact notes in CRM system for future reference.
- Performed reconciliations of customer accounts with the general ledger accounts on a monthly basis.
- Generated monthly statements for customers who had not paid their balances in full within 30 days of invoice date.
- Handled escalated calls from customers regarding billing disputes or other concerns.
- Collaborated with internal stakeholders to ensure compliance with company policies and procedures.
- Participated in special projects related to process improvements or new system implementations.
- Troubleshot network issues to identify root causes of problems.
- Monitored alarms for outages and reported them to the appropriate personnel.
- Troubleshot customer's problems with phone service by asking questions and providing solutions.
- Provided assistance to other departments when needed, such as handling customer complaints or inquiries.
- Maintained accurate records of all customer interactions in the company database.
- Resolved conflicts between different departments regarding customer service issues.
- Handled escalated customer issues that required additional attention or research.
- Developed a comprehensive knowledge of telecommunications products and services.
- Responded promptly to emails and other forms of communication from customers seeking assistance.
- Provided installation, service and maintenance for broadband internet and digital telephone service.
- Resolved customer complaints regarding telephone service or technical issues.
- Collaborated closely with other IT personnel on projects related to telecom infrastructure upgrades.
- Ensured accuracy of all paperwork related to deliveries and pickups.
- Communicated with customers regarding their orders, including estimated arrival times and potential delays due to traffic or weather conditions.
- Notified customers of delays to decrease calls to support.
- Answered incoming calls from customers and provided information about services, products, billing, and technical support.
- Collaborated with IT teams to integrate telecommunications systems with enterprise networks.
- Managed project timelines and budgets for telecommunications installations and upgrades.
- Configured and supported mobile communications and data transmission systems.
- Coordinated with vendors and service providers to ensure equipment was up to date and functioning properly.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Managed installation of fiber optic cables and systems, ensuring compliance with industry standards.
- Developed strong professional relationships with employees and clients through effective customer service skills.
- Greeted visitors or callers to handle inquiries or direct to appropriate persons.
- Entered information and updated client records following telephone interactions.
Education
Graduate Certificate - Business Administration
Skills Plus Inc.
Frankston10-2003
Skills
- Project Prioritization Skills
- Issue Resolution Management
- Experienced in Microsoft Office Applications
- Effective Time Management
- Crisis Response Coordination
- Responsive to Change
- SLA management
- IT Service Management
- Quality Assurance
- IT Support Delivery
- Customer service skills
- Effective Conflict Resolution
Timeline
Service Desk /Incident Manager
Telstra
01.2018 - 07.2019
Service Desk Consultant
Telstra
05.2016 - 01.2018
Customer Service Officer
Telstra Business Centre
03.2013 - 10.2015
Graduate Certificate - Business Administration
Skills Plus Inc.
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