Niru Raja Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Australia

• Successfully completed an extensive 10-week ServiceNow NextGen Professional Program Inclusive of on-demand and instructor lead curriculum to acquire comprehensive knowledge of ServiceNow platform.
• Acquired knowledge and skilfully executed System Administration/ Application Development/ ITSM/ ITOM/ UI builder Fundamentals, Application suits including Incident/Problem/Change Management and Service Catalog, CMDB.
• Developed ‘Emergency Services’ mobile, web based, and native view application providing solutions to Fire, Police and Paramedics in capturing accurate data to expedite service dispatch through Emergency Response Unit.
• create the User Stories and Acceptance Criteria for various users and requirements,
• create flow chart for the flow of the processes in the project,
• create the Users and corresponding Groups and several Notifications in different stages,

Melbourne, Victoria, Australia

• Ensuring exceptional customer experience to surpass the expectations of even the most discerning of customers. Expertise in working independently and collaboratively in a team environment assisting high profile.
• Provided solutions by meticulously resolving problems incorporating critical thinking in the interest of internal and/or external stakeholders with required urgency to ensure business continuity and SLA.
• Assisted migration of services from MyNetFone to Vonex and associated hurdles on legacy platform.
• Excelled in strong interpersonal skills and deal with high-level escalations and sensitive formal customer complaints via social media, forum, and TIO on behalf of VIP Internal/External stakeholders and C suit leaders.

Melbourne, Victoria, Australia

• Streamlined operations by identifying and managing service risks within company. Recommended best practice enhancements and guidelines that align with corporate goals and specifications.
• Trained several onshore and offshore team members on ticket handling system, process, and workflows. Served as SME to offshore teams. Dealt with high-level escalations and sensitive formal customer complaints via.
• Volunteered for VOIP platform migration project taking Pennitel to MyNetFone and MyNetFone to Vonex
• Upgraded services from Legacy platforms/versions (Efax – Vfax), while training on new batches.
• Executed C-suite level reports detailing findings and recommendations for streamlining the process data for forecast analysis and ad-hoc reporting.

Melbourne, Australia

• Delivered exceptional customer experiences and promoted strong relationships. Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Gained thorough knowledge of the complex in-house and external Network applications and their use in analysing, investigating, determining, reporting the VOIP and Internet related issues, source and solutions as needed.
• Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
• Provided expert support and troubleshooting via telephone and email exchange.

Melbourne, Australia

• Served in Technical Support Division for residential customers of MyNetFone Pty Ltd. Preferred support specialist for customers with visual/physical impairments, supporting VOIP and Data Technology solution-related.
• Analysed the root cause for the customer issues on the Australian Telecommunication infrastructure, VOIP and Data related technical solutions.
• Handled complex in-house and external Network applications.
• Consistently achieved highest NPS score and First Call Resolution to the highest level for complexity of the issues.

Chennai Area, India

• Served in PBU (Phone Banking Unit) Credit Cards - GICC Department of the Global Shared Service Center, Chennai- India.
• Consistently got the customer issue resolved with lowest talk time for a period of 14 months.
• Got appreciations several times by the customers, leads and senior level management through calls or emails on personal or organization level for the sense of ownership, level of empathy and quality of service provided.
• Convinced most of the callers to make the payment of the liable amount and thereby rejecting or avoiding unnecessary reversals.
• Contributed to the marketing of higher-level Credit Cards and the loans based on Credit Card to customers.
• Maintained and monitored the performance of entire team for the period of 6 months and assisted and guided the team whenever needed to improve their performances.

Chennai Area, India

• Served in Hospital Billing for the hospitals in America from Chennai-India.
• Being a fresher getting high number of claims cleared in less time.
• Achieved more than target every time just after probation period itself.
• Learned and excelled in American English. Communicated to the American Insurance companies and gave them an ease of talking to a person from their own land.

Chennai Area, India

• Served in Hospital Billing for the hospitals in America from Chennai-India.
• Being a fresher getting high number of claims cleared in less time.
• Achieved more than target every time just after probation period itself.
• Learned and excelled in American English. Communicated to the American Insurance companies and gave them an ease of talking to a person from their own land.

Bachelor Of Science, Computer Science

Activities and Societies: National Cadet Corps - 'C' Certificate 'A' Grade, District Level Hammer and Short Put winner

Master Of Business Administration - Mba, Finance, General, First Class

12Th, Physics, Chemistry, Biology, Mathematics, English And Hindi

Activities and Societies: State Level Hammer and Short Put Player

10Th, Computer Science, First Class

Activities and Societies: Active Scout, Regional Basketball player

Bachelor Of Science, Computer Science