Lakshana RM

Project – Telstra NBN

Telstra is Australia’s leading Telecommunications Company, offering a full range of communications services and competing in all telecommunications markets.

• Training associates on the new line of business by creating an environment which delivers hands on experience along with better understanding
• Responsible for tracking the performance of the associates by conducting monthly process assessment
• Generating reports on the assessment to find out the area of improvement to enhance business
• Provide operations related query from the clients and internal stake holders
• Creating presentations for trainees, Updating any new scenarios or outages on the official site
• Tracking and monitoring tools performance
• Drive process performance to achieve and exceed SLA deliverable
• Ensure that all the training activities for the practice are performed as scheduled
• Provides on-going support, development, empowerment and positive reinforcement to the team
• Participating on call calibration with the clients, Prescribing suggestion to clients on enhancement of existing Product, Applications and Services
• Need to create training modules and conduct training on frequently occurring issues
• Career development and mentorship of growth for employees to improve performance and provide regular feedback.

Project – Telstra NBN

• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Recognized by management for providing exceptional customer service.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.

Project -Roku

The Roku streaming player is a series of digital media player set-top boxes manufactured by /roku,Inc. Programming and content for the devices are available from a wide variety of global providers.

• Has a very good technical expertise in troubleshooting SOHO wired/wireless networks
• Good knowledge in process and product knowledge on internet media streaming
• Handles customer concern, disputes and other major issues
• Well versed in handling tickets via call, E-mail and chat
• Device strategies improving customer care function
• Facilitates learning and development among the junior representatives
• Excellent documentation skills, Troubleshooting and analytical skills in technical
• Reporting regarding the various bug present in the different application.