Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

SANTHOSH YATHIRAJAN BURUGADDA

Adelaide

Summary

Dedicated Customer Service professional with strong multitasking abilities and a focus on service delivery. Skilled in resolving customer issues, providing personalized solutions, and maintaining professional relationships to drive business results. Proficient in CRM software, Microsoft Office Suite, and digital tools to enhance efficiency and customer satisfaction. Committed to fostering client relationships and supporting business growth through exceptional service.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Claims Consultant

RAA
03.2025 - Current
  • Analyzed claims data to identify trends and provide insights for process improvements.
  • Developed and refined claim processing workflows to enhance efficiency and accuracy.
  • Collaborated with cross-functional teams to resolve complex claims issues and improve customer satisfaction.
  • Trained new consultants on best practices in claims management and customer service protocols.

Customer Service Representative(Part Time)

Coles Express
11.2022 - Current
  • Maintained and upgraded computer systems, software, and network security, overseeing data backup and recovery
  • Provided technical support, managed system operations, and generated reports for end-users
  • Ensured regulatory compliance, established system standards, and communicated project updates effectively
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Complex Customer Service Specialist

Telstra Limited
10.2023 - 02.2025
  • • Resolved customer complaints and managed tickets via phone, email, chat, and TMS tools; installed and updated system tools, providing feedback for improvements.
  • • Analyses packets, protocols, and configurations for Telstra systems and consumer network devices, utilizing network management tools (NEM DEMS, T&DM, Modini, CAPTURE).
  • • Conducted TCP testing to identify network speeds, pings, and latency rates; employed client/server model tools (BAT, ECO Assist) for issue analysis and problem-solving.
  • Managed tickets in ServiceNow and Salesforce; coordinated with NBN Co Service Portals for issue resolution and field technician appointments; monitored server outages, maintenance, and backups, providing SLA approaches and contingency solutions.

Inbound Customer Sales Specialist

Telstra
03.2022 - 09.2023
  • Collaborated with team members to achieve sales targets and improve overall team performance.
  • Demonstrated strong problem-solving abilities when addressing complex customer issues, resulting in satisfactory resolutions.
  • Track team performance metrics (e.g., response time, resolution time, customer satisfaction scores).
  • Expanded sales revenues by identifying opportunities and executing customized marketing plans.
  • Increased sales revenue by implementing targeted sales strategies and team training sessions.

Team Leader, Logistics

Udaan
06.2019 - 03.2022
  • Contributed to the overall success of the organization by applying effective leadership skills and constantly striving for excellence within the logistics department.
  • Organized and led team meetings to discuss progress, reinforce company values, and address any concerns or areas needing improvement.
  • Mentored new hires on best practices in logistics operations, fostering an environment conducive to professional growth and development.
  • Managed a diverse team, ensuring clear communication and collaboration for successful project completion.
  • Inbound and Outbound operations for FMCG and Fresh transporting around 1000SKU's

Education

Master of Science - Bussiness Analytics

Kaplan Business School
02-2025

Bachelor of Science - Statistics

Osmania University
01.2019

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building

Certification

Data Science Certificate, Boardinfinity

  • Help Desk Analyst, Tier 1 Support Specialist - HDI.
  • ITIL foundation

Languages

English
Telugu
Hindi

Timeline

Claims Consultant

RAA
03.2025 - Current

Complex Customer Service Specialist

Telstra Limited
10.2023 - 02.2025

Customer Service Representative(Part Time)

Coles Express
11.2022 - Current

Inbound Customer Sales Specialist

Telstra
03.2022 - 09.2023

Team Leader, Logistics

Udaan
06.2019 - 03.2022

Bachelor of Science - Statistics

Osmania University

Master of Science - Bussiness Analytics

Kaplan Business School

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SANTHOSH YATHIRAJAN BURUGADDA