Prayush Shiwakoti
Customer Consultant
Adelaide,SA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer oriented industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.Knowledgeable Network Administrator qualified to upgrade software and hardware while monitoring network performance. Enthusiastic professional with a background in implementing cybersecurity products, including firewalls, antivirus software and intrusion prevention systems. Graduated in Bachelor of Information Technology and System from the Victorian Institute of Technology.
Overview
4
4
years of professional experience
4
4
Languages
Work History
Inbound Customer Service
TSA Group and Telstra
02.2022 - 11.2023
- Utilized multiple systems such as Siebel, Salesforce, and Citrix to support client acquisition, engagement, and customer retention
- Managed KPIs like Average handling time, Total sales value per contact, Average hold time, disconnection ratio, first call resolution, core strike rate.
- Consistently achieved or surpassed monthly sales revenue targets by effectively promoting and selling Telstra's suite of products and services to new and existing customers.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Design Network Infrastructure for Data center - Internship
Victorian Institute of Technology
01.2021 - 04.2021
- Applied effective time management techniques to meet tight deadlines
- Worked effectively in fast-paced environments
- Passionate about learning and committed to continual improvement
- Set up hardware and software in optimal configurations to meet network performance requirements
- Designed and evaluated WAN and LAN connectivity technologies
- Provided faculty and staff with security software and network configuration support
- Performed network security design and integration duties.
IT Help Desk and Technical Support Representative
Vaboss Pvt Ltd
08.2019 - 10.2020
- Translated complex technical issues into digestible language for non-technical users
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Used ticketing systems to manage and process support actions and requests
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Configured hardware, devices, and software to set up workstations for employees
- Suggested software and hardware modifications to reduce lag time and improve overall speed
- Monitored systems in operation and quickly troubleshot errors
- Documented support interactions for future reference
- Walked individuals through basic troubleshooting tasks.
Education
Bachelor - Information technology and Systems
Victorian Institute of Technology
Victoria, Australia07.2020
CERT III - Business
Opportune
Adelaide, SA 04.2001 -
Skills
Advanced routing and switching
Microsoft Office 365
Networking and Virtualization
Install, Configure and Troubleshoot Networks
Cisco knowledge
Inbound Customer Service
Customer focused-service
Complaint resolution
Documentation
Customer Relationship Management (CRM)
Building rapport
De-Escalation Techniques
Personal Information
Visa Status: Currently on a 485-post study work visa with full working rights.
References
- Banu Roshana, Team Leader, TSA - Telstra, Banuroshana.rasheedali2@tsagroup.com.au, 0433974234
- Sajar Limbu, Hardship Consultant, West PAC, limbusajar@gmail.com, 0426631234
Projects
Wi-Fi Network for a College: Design and Implement a Wi-Fi network for a college with 30 classrooms spread across 6-story buildings. Network Infrastructure for a State Bank: Plan, designed and Implement network infrastructure for a bank having branches over Victoria and different security measures. Website Development: Design and develop a website for a telecommunication company, web hosting, mailing address and so on.
Timeline
Inbound Customer Service
TSA Group and Telstra
02.2022 - 11.2023
Design Network Infrastructure for Data center - Internship
Victorian Institute of Technology
01.2021 - 04.2021
IT Help Desk and Technical Support Representative
Vaboss Pvt Ltd
08.2019 - 10.2020
CERT III - Business
Opportune
04.2001 -
Bachelor - Information technology and Systems
Victorian Institute of Technology
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