Shruthi Selva

• Led incident resolution & root cause analysis, managing P1/P2 priorities to ensure swift resolution and long-term service reliability.
• Compiled and presented weekly performance reports, driving continuous service enhancements and operational excellence.
• Managed service requests and faults for 44 enterprise customers, ensuring accurate, timely updates and consistent support.
• Delivered specialized support for a major enterprise account, focusing on mobile and related services such as change of ownership, service activations/deactivations, international roaming, and order processing.
• Utilized advanced tools including MICA, FLEXCAB, Modini, NBNCo Portal, ITAM, Phoenix to execute remediation tasks and resolve systemic issues.
• Handled stakeholder management with internal teams and external enterprise customers, ensuring customer-first outcomes.

• Delivered 24/7 support for billing and broadband relocations, ensuring seamless service transitions for Optus customers.
• Resolved escalated customer support cases with professionalism, maintaining high customer satisfaction.
• Acted as a Subject Matter Expert (SME), conducting call monitoring, providing feedback, and training new hires.
• Assisted customers with payments, account adjustments, and service relocations, ensuring compliance with policies.
• Handled 40+ customer interactions daily, balancing sales, billing, and technical service queries.
• Improved team efficiency by mentoring new employees, streamlining workflows, and ensuring best practices were followed.