Thilani Philip Email & Phone Number

Melbourne, Victoria, Australia

• Telstra inbound customer handling• NBN (Internet) faults troubleshooting• Provide information about products and services in Telstra• Take/cancel orders or obtain details of complaints• Keep record of customer interaction, transaction and details of inquiries• Working with multiple systems simultaneously to provide accurate troubleshooting• Communicating with customers and maintaining positive customer relationship with an organization• Listen to customer’s concerns and take appropriate decisions to solve issues.• Conflict resolution by showing empathy and patience• Maintaining positive team environment and work in a collaborative manner.• Adhering to regulatory compliance by proper record keeping and organizational skills• Keep pace with industry changes and meet evolving expectations of customers.

Melbourne, Victoria, Australia

• User business requirements gathering, process mapping and recommending solutions• Collaborate with IT team members on systems automation and advancement initiatives• Analyzed market, technology and industry to keep current on trends and collaborate with stakeholders to uncover business needs and requirements• Analyze data and follow agile methodology.• Assisted IT team with analysis of client's business operations to uncover areas of improvement and implement solutions to address business and functional requirements.• Analyzing issues and resolving complex business problems and processes using problem solving skills and technical testing• Defining business process and design scopes and deliverables• Used both qualitative and quantitative analysis techniques frequently.• Analyzing issues and resolving complex business problems and processes with dependencies.• Maintaining and developing working relationship with internal and external stakeholders.• Developed customized reports, summarizing and presenting data in visually appealing format.• Developed complex dashboard and reporting tools to track business performance metrics.

Melbourne, Victoria, Australia

• Performed repetitive research tests in clinical environment at large university. • Recorded data, analyzed test results and kept meticulous reports • Performed gap analysis to identify areas of improvement. • Interacted with internal customers to understand business needs and translate into requirements and project scope. • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement. • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations. • Researched and recorded biomedical and environmental data. • Resolved data and recorded discrepancies with actionable corrective solutions. • Streamlined tasks in effort to provide easier and more efficient workflows for peers and colleagues.

Epping, Victoria, Australia

Interact with customers via multiple channels (phone, email, chat, etc.) to address inquiries, resolve issues, and provide product/service information. Investigate and resolve customer concerns promptly and effectively, ensuring a satisfactory resolution while adhering to company policies and procedures.Build and nurture positive relationships with customers, fostering loyalty and trust through personalized assistance and effective communication. Provide basic technical support and troubleshooting guidance to customers experiencing product/service-related issues, escalating complex cases to appropriate teams when necessary.Accurately document customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system to maintain comprehensive records and facilitate follow-up.Process Improvement: Identify opportunities for process improvement and contribute ideas to enhance the overall customer experience and streamline support operations. Collaborate with cross functional teams, including Sales, Marketing, and Product Development, to relay customer feedback and insights, contributing to product/service enhancements and marketing strategies. Stay updated on product/service knowledge, company policies, and industry trends through ongoing training and professional development activities to ensure effective customer support delivery.

Colombo, Western Province, Sri Lanka

• Database design and development using SAP • Data storing, organizing and manage using SQL Database access management.• Developed scripts and processes for data integration and maintenance. • Administered, supported and monitored databases by proactively resolving database issues and maintaining servers. • Set up and controlled user access levels across databases to protect important data. • Modified databases to meet needs and goals determined during planning process. • Set up and controlled user profiles and access levels for each database segment to protect important data. • Conducted tests to identify issues and make necessary modifications. • Created and updated database designs and data models. • Determined database structural requirements, working with business stakeholders to identify optimal database specifications. • Coordinated with project management on database development timelines.

Master'S Degree, Business Analytics, 6.5 Gpa

Activities and Societies: Volunteer at V4U Program.I have completed my masters in business analytics and during my study period I have.

Bsc(Hon) International Business And Management, International Management