Sravan Kumar Vaaka

Experience

• 

  Deloitte U.S. India offices

  Nov 2009 - Oct 2012

  Analyst

  Working on claim processing for US based customers based on Value and ageMaking outbound calls to US based insurance companies to en quire about pending claims.Meeting daily productivity and quality targets to ensure resolution of assigned Healthcare claims.Giving strategies for Account receivables resolution to the Leadership.

• 

  Slingshot at Callplus

  May 2013 - Feb 2014

  Sales Representative

  Up selling internet and phone services or any other additional service to existing customers over the phone. (warm calling)Selling the company’s services to potential customers. (cold calling)Making an effort to understand client requirements as in what services and plan would be best suitable to them according to their needs.Achieving weekly and monthly sales targets successfully in accordance with the set kpi (s).

• 

  IiNet

  Mar 2014 - Mar 2018

  To build advocacy in iiNet’s customer base by delivering awesome service at every contact with all customers, both internal and external.• Provide Level 2 support in troubleshooting issues and lodgement of fault to Vision Stream or Telstra. • Fix programming issue and other network related problems using appropriate tools. • Plan and coordinate with customers, internal staff, Telstra testers and technicians to ensure proper and timely resolution for the fault reported. • Ensure all troubleshooting has been conducted before passing the reported issue to the tech. • Contact customers to confirm appointment for the tech visit. • Respond to fault related inquiries and concerns from customers. • Handle escalations and provide resolution. • Notify customers about any faults related delays in advance. • Case Manage complicated issues and ensure it is fixed. • Handle tasks in a timely manner so that SLA’s are met. Show less Responsibilities:• Create customer engagement and build rapport with customers to maximize customer experience • Establish and understand customer’s needs to facilitate first contact resolution and identify opportunities to add value for customers • Resolve customer’s needs and issues by taking ownership of customer needs • Helping customer with Standard and complex PC issues via Remote support such as software installation or modem setup via end user interface• Assisting customer with email client setup such as Outlook, Webmail, Windows live mail and other third party email clients• Hands on experience with floor walking and helping new CSRs with system understanding and with complex queries of customers.• Configuring modems/Routers for ADSL2+ & Fibre Connections.• Provide accurate, complete concise and relevant information to customers • Good Knowledge of Billing, Provisioning and Faults • Shadowing Team Leader • Call Coaching and Training team members • Meet and exceed CSR KPIs Show less

  • Service Delivery Representative

    May 2015 - Mar 2018

  • Technical Customer Service Representative

    Mar 2014 - May 2015
• 

  Bank of New Zealand

  Apr 2018 - Sept 2021

  Service Desk Engineer
• 

  Bank of New Zealand

  Feb 2022 - now

  Technical Specialist