Aditya Desai Email & Phone Number

Preston, Victoria, Australia

• Managed Email Ticket Queue and investigated a range of customer queries and issues through outbound calls.
• Engaged with customers and addressed their comments on Activ8me's Facebook pages.
• Provided customer service and technical troubleshooting support via Facebook Live Chat.
• Received recognition for consistently meeting and exceeding team targets for ticket resolution time and customer satisfaction (averaging 95% monthly).

Preston, Victoria, Australia

• Investigated customer complaints, ensuring a thorough understanding of the issues and working towards providing a satisfactory solution.
• Prioritized customer satisfaction by addressing concerns and ensuring their complete contentment before archiving complaints.
• Handled TIO (Telecommunication Industry Ombudsman) complaints by coordinating complaint specifics and sharing attempted resolution steps with TIO.
• Negotiated complaint closure with customers, aiming to reach mutually agreed-upon resolutions.
• Documented case details and supporting information to maintain accurate records.
• Archived case details upon successful complaint resolution.

Preston, Victoria, Australia

• Providing Level 1 Customer and Technical Support via inbound calls and outbound calls.
• Respond to assistance requests from users over the phone and explain network troubleshooting steps in a simplified manner.
• Assisting customer with configuring their network hardware such as Wi-Fi router/Mesh/Signal Boosters and troubleshooting complex network issues with networking commands.
• Provided support via remote desktop software (Team Viewer).
• Use of support ticketing platform (Eclipse) and partner portals to raise issues to wholesalers such as NBN, Aapt and Opticomm and monitor for updates.
• Liaising with other departments to resolve customer issues and related queries.

Docklands, Victoria, Australia

• Provided phone support to customers, reviewing their insurance cover/policy through effective questioning.
• Determined customer requirements and suggested changes to their policy when necessary.
• Conducted outbound calling campaigns, including welcome calls and identifying opportunities to improve existing cover.
• Handled inbound calls related to general inquiries, balancing call queue wait times.
• Upheld strict quality control policies and procedures (QA) on calls.
• Collaborated with various teams to resolve advanced customer issues on the go. (i.e., complaints, language interpretation related help)

Melbourne, Australia

• Provided outstanding customer service by attentively addressing customer concerns and offering solutions utilizing Medibank's knowledge base.
• Successfully de-escalated problematic customer concerns in a calm and friendly manner, providing accurate solutions via the Medibank Solutions queue for escalated unresolved issues.
• Assisted customers with payment processing and facilitated the setup of suitable payment plans.

Mumbai Area, India

My duties in this Startup included Physical Setup of the Network (Switches, routers and LAN) and Troubleshoot management (including Network Management, now Remote Desktop Management using Team Viewer and Support related to maintenance of Pc's in the Café, resolution of common issues, improving customer base and troubleshooting customer queries over the.

Mumbai Area, India

Allied Telesis is a major supplier of network infrastructure/telecommunications solutions globally. My job as a Networking Device Tester included working within the testing team to test protocols on wide range of network devices from the Allied Telesis Portfolio of Products. Then formulating strategies and executing Test cases using a variety of Network.

Mumbai Area, India

Worked as a Software Test and Transition Engineer in this firm where I tested, transitioned and deployed Zerodha Pi Trader (the most Advanced trading software for the Indian Market) to replace their Legacy Trading System (NEAT) and migrate their records. I also helped in training staff in use of the new system (Zerodha Pi), maintained their IT.

Mumbai

Served as an Online Shopping Cart Developer in a major computer hardware/software distribution firm in Mumbai and developed/designed/maintained their E- commerce Shopping Cart website using NOP Commerce Deployment Software which helped bolster their Online sales as well as internal sales with hardware dealers/merchants. I also recruited employees from.

Master'S Degree, Information Technology

Graduate Certificate In Master, Business Information Systems

Bachelor'S Degree, Computer Science