Bigyan Bist
Sydney,NSW
Summary
Enthusiastic and Passionate Support Specialist with experience in Multinational Company, eager to contribute to team success through massive action, attention to detail and excellent organizational skills. Clear understanding of Problem Solving and Time Management. Motivated to learn, grow and excel in Professional Organization.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Optus Pty Limited
07.2022 - 08.2024
- Handling different tickets (Service Request and Incidents) using ticketing system: Service Now and JIRA, Via phone calls, emails, MS Teams chat
- Onboarding new users and offboarding departing users within the company, using tools: Active Directory, Office365
- Testing new features of system after system upgrade using STOP-Watch testing and Functional testing to find out any bugs
- Creating, Maintaining and Updating detailed documentation using CONFLUENCE system
- Encouraged, maintained and developed a professional business relationship with customers by providing a prompt, efficient and professional service at all times
- Providing Knowledge TEST and Training to new staff on use of system
- Collaborating with Cross-Functional team and Escalating tickets for resolution to the appropriate support team
- Participated in the 24/7 on-call roster to support incident management and restoration of services
- Provide afterhours support which includes overnight/weekend key processing activities, change and release deployments
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Customer Service Representative
Delaware North
03.2018 - 10.2021
- Effective communication skills including active listening, asking appropriate questions, clarifying issues and expressing one clearly
- Analysis and problem assessment skills demonstrated by ability to collect necessary information to identify key issues and identify cause-effect relationships
- Adaptability including ability to perform efficiently in different environments and with diverse tasks and people
- Stress tolerance and the ability to maintain satisfactory work standards under pressure
- In-depth product knowledge including proactive learning and understanding
Education
Professional Year -
Performance Education
03.2019
Master of Technology -
Melbourne Institute of Technology
02.2018
Skills
- PROBLEM SOLVING
- MULTI-TASKING
- TASK PRIORITISATION
- INDEPENDENT WORKING
- CUSTOMER MANAGEMENT
- DECISION-MAKING
- TIME MANAGEMENT
- TEAMWORK
Training
Graduate Associate, 05/22, 06/22, Completed training in Java, MySQL database as part of Associate Training, Participated in group MERN training (Mongo db, Express js, React js, Node js) as part of Associate Training, Created and send API requests in POSTMAN and received the response from API server to test the output during MERN training
Hospitalityexperience
Customer Service Representative, Delaware North at Moore Park, 03/18, 10/21, Moore Park, NSW, 2021, Australia, Effective communication skills including active listening, asking appropriate questions, clarifying issues and expressing one clearly, Analysis and problem assessment skills demonstrated by ability to collect necessary information to identify key issues and identify cause-effect relationships, Adaptability including ability to perform efficiently in different environments and with diverse tasks and people, Stress tolerance and the ability to maintain satisfactory work standards under pressure, In-depth product knowledge including proactive learning and understanding
Timeline
Customer Support Specialist
Optus Pty Limited
07.2022 - 08.2024
Customer Service Representative
Delaware North
03.2018 - 10.2021
Master of Technology -
Melbourne Institute of Technology
Professional Year -
Performance Education
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