Kavi Gounder Email & Phone Number

Stapleford, Gb

Auckland, New Zealand

Provide hardware and software support for mobile devices and computers (authorised repair agent for Apple, Samsung, Alcatel and Motorola). Also manage the complete process of trade-in devices for our retail partners. This includes cleaning, grading, data wiping, and restoration. I collaborate closely with technicians and service staff to ensure efficient fault resolution and repair management. With a strong focus on customer service, I also maintain and foster relationships with retailers and partners who rely on our services.

Auckland, New Zealand

As part of organisation name change retained same position with same responsibilities.

Auckland, New Zealand

Acted as a customer advocate within the organisation for a portfolio of Enterprise and Government clients. I prioritised customer needs and ensured their concerns were addressed effectively. I oversaw the delivery and resolution of customer service opportunities for fixed-line, mobile, and ICT products, collaborating with internal teams to provide seamless support. Additionally, I drove customer awareness and engagement with self-service platforms, promoting their benefits to enhance user experience.I also focused on developing standardized service measurement and performance reporting to accurately track service delivery metrics. By conducting regular meetings with key customers, I reviewed service performance and address any concerns, setting expectations for improvement. I managed action plans to tackle service-related issues, ensuring accountability and making necessary adjustments to enhance customer satisfaction and service quality.

Auckland, New Zealand

Based at a customer site for Enterprise / Government customers. Provide support for mobile device hardware, manage mobile network connections, and assist with account and billing inquiries. My role involves troubleshooting device issues, optimizing mobile connectivity, and ensuring accurate account management. I also oversaw service management, ensuring high-quality service delivery, and resolving disruptions. Additionally, I focus on process improvement by identifying opportunities to streamline operations and enhance customer satisfaction.

Auckland, New Zealand

Responsible for providing technical support for fixed-line internet (Fibre/DSL/Wi-Fi), network routing and switching, IP telephony, softphone, and mobile services. In addition to managing incidents, I coach and train new staff to ensure they have the skills needed for effective customer support and technical troubleshooting. Another focus was process improvement, identifying areas for operational efficiency and implementing solutions to enhance service quality and team performance. My role combines technical expertise, staff development, and continuous improvement to optimise both customer service and internal processes.

Auckland, New Zealand

Responsible for providing technical support for fixed-line internet services, including Fibre, DSL, and HFC, as well as offering assistance with IPTV and Cable TV issues. In addition to resolving technical problems, I play a role in training and coaching new staff, helping them to develop the necessary skills for customer support. I also serve as a floor supervisor, offering guidance and support to the team to ensure efficient day-to-day operations and high standards of customer service.

Bachelor’S Degree, Information Systems, E-Commerce

Ncea Level 3