Raj Apte Email & Phone Number

Pascoe Vale, Vic, Au

Melbourne, Victoria, Australia

• Led the redesign of SingleView CRM, significantly boosting efficiency and surpassing performance targets.• Developed agentless dialers for credit campaigns, automating sales dialer campaigns, and enhancing call center engagement by 20%.• Played a key role in migrating sales systems and integrating them with Sumo's billing engine, enhancing customer sales experience and conversion rates.• Improved IVR performance, enhancing customer interaction and service quality.• Enhanced features for call center staff for Customer Support and Credit teams.• Added agent-centric enhancements to the SingleView system, making it more accurate and helpful for agents attending to customer inquiries.• Developed process flows and technical elements for the internal NBN Sales Funnel, improving system functionality.• Streamlined onboarding by implementing External Channel APIs.• Designed a Product and Pricing Management System to facilitate pricing changes.• Created an in-house Customer Portal, reducing call center load and enhancing user experience.• Oversaw AWS migration, optimizing infrastructure and reducing costs by 15%.• Acted as the primary technical contact and business analyst, coordinating with developers and stakeholders.• Improved the functionality of all dialers and added new features, supporting the overall growth of Sumo.

Melbourne, Victoria, Australia

• Provided comprehensive hardware and application support, contributing to project success.• Built dialers for sales and credit, improving call efficiency.• Enhanced IVR functionality, enhancing customer experience.• Created scripts in outbound dialers to assist agents during calls.• Enhanced CRM system functionality, optimizing customer interactions.• Developed in-house Genesys telephony system, introducing automation and efficient dialers.• Managed infrastructure overhaul, migrating operations to AWS.• Supported migration of on-prem servers to AWS, creating a secure cloud-based application suite.• Acted as the primary technical contact and business analyst, ensuring alignment with developers and stakeholders.

• Delivered comprehensive hardware and software support, significantly reducing user-reported issues.• Supported agents with PureCloud system-related issues and created dashboards for management follow-up.• Managed user accounts in Active Directory, optimizing system security.• Led IT documentation efforts, fostering efficient issue resolution and knowledge sharing.• Provided responsive onsite support, resolving technical issues promptly.• Administered Office 365 accounts, ensuring seamless business operations.• Monitored and maintained servers for optimal performance.• Troubleshot and resolved telecommunication issues.

Melbourne, Australia

• Delivered comprehensive hardware and software support, reducing user-reported issues.• Managed user accounts in Active Directory, optimizing system security.• Led IT documentation efforts, fostering efficient issue resolution and knowledge sharing.• Provided responsive onsite support, resolving technical issues promptly.• Administered Office 365 accounts, ensuring seamless business operations.• Monitored and maintained servers for optimal performance.• Troubleshot and resolved telecommunication issues.• Supported agents with PureCloud system-related issues and created dashboards for management follow-up.

South Melbourne, Victoria, Australia

In this role, I designed and architected the CRM system, added lead management and invoicing functionalities, and project-managed the continuous improvement of iPropel's portals with a third-party company. • Designed and architected the CRM system for iPropel to be used by iPropel employees to serve the partners better. • Added functionality to better management leads to improved customer conversion rates. • Designed an invoicing system for iPropel, enabling easy and reliable flow of invoices to all iPropel partners. • Project managed the iPropel portal and customer portals with a third-party company, overseeing continuous improvements.

Melbourne, Australia

• Managed incoming IT support requests and provided remote assistance.• Offered hardware support, system testing, and updates.• Managed user accounts in Active Directory, ensuring secure access.• Maintained IT documentation, supporting efficient issue resolution.

Melbourne, Victoria, Australia

• Food Preparation• Delivery Driver• Packing

Melbourne, Australia

• Kitchen Support

Melbourne, Australia

• Food Delivery Service• Customer Service

Melbourne, Australia

• Food Production• Customer Service• Training and Supervision

Melbourne, Australia

• Lead generation for ‘Victorian Energy Efficiency Target’ scheme• Business to Business Sales

Mumbai Area, India

• Provided desktop support for software and hardware, enhancing client satisfaction.• Installed and maintained EPABX and IP Telephony systems at client locations.• Installed OpenScape System and IP phones, meeting customer requirements.• Monitored and maintained voicemail and call billing applications, ensuring smooth operations.

Mumbai Area, India

Worked with a team of six, providing innovative and dynamic solutions to client's technical issues. • Providing Desktop support • Application Management• Technical Management• Remote desktop support to clients• Hardware installation and system upgrades

Mumbai Area, India

Worked as an Industrial Trainee at Godrej Vending Machine Department. • Testing of Vending Machines• Microcontroller Programming• Designing of candy vending machine• Hardware troubleshooting

Mumbai Area, India

Worked with an Industrial Trainee in L&T Automation. • Designing of AC/DC Drives• SCADA Programming• PLC Testing• Hardware installation• Vendor interactions• Project Management

Master Of Business, Information Technology

Activities and Societies: Badminton, BCSS, Pheonix College Advisor, Monsu, Monash Post Graduates Association

Bachelor Of Engineering (B.E.), Electronics And Telecommunications, Degree

Activities and Societies: IEEE of Watumull college of Engineering Assessed by Engineers Australia (Professional Engineer.

Post Graduate Diploma, Industrial Automation

Diploma, Industrial Electeonics

Diploma in Industrial Electronics from Fr. Agnel Polytechnic, Vashi, Navi Mumbai

Secondary School Certificate, Regular/General High School/Secondary Diploma Program