Niru Raja

Experience

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  Perot Systems

  Aug 2006 - Aug 2007

  Accounts Receivable Executive - USA B2B

  • Served in Hospital Billing for the hospitals in America from Chennai-India.• Being a fresher getting high number of claims cleared in less time.• Achieved more than target every time just after probation period itself.• Learned and excelled in American English. Communicated to the American Insurance companies and gave them an ease of talking to a person from their own land.

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  Cybernet Slash Support

  Aug 2007 - Jun 2009

  Technical Support Executive

  • Served in Hospital Billing for the hospitals in America from Chennai-India.• Being a fresher getting high number of claims cleared in less time.• Achieved more than target every time just after probation period itself.• Learned and excelled in American English. Communicated to the American Insurance companies and gave them an ease of talking to a person from their own land.

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  Standard Chartered Bank - Scope International

  Jul 2009 - Aug 2011

  Customer Support Officer - Credit Cards

  • Served in PBU (Phone Banking Unit) Credit Cards - GICC Department of the Global Shared Service Center, Chennai- India.• Consistently got the customer issue resolved with lowest talk time for a period of 14 months.• Got appreciations several times by the customers, leads and senior level management through calls or emails on personal or organization level for the sense of ownership, level of empathy and quality of service provided.• Convinced most of the callers to make the payment of the liable amount and thereby rejecting or avoiding unnecessary reversals.• Contributed to the marketing of higher-level Credit Cards and the loans based on Credit Card to customers.• Maintained and monitored the performance of entire team for the period of 6 months and assisted and guided the team whenever needed to improve their performances. • Satisfied several unhappy and irate customers by getting their Credit Card related issues resolved, guiding them for their future transactions, escalated to right department for rectification in a quick and efficient way to reduced Talk Time and maintain Service Level Agreement. • Took instant ownership and action of/on the issue irrespective of geographic boundaries in most critical cases in order to avoid misuse and fraud on customer card eventually saving the customer, bank and their relationship. Show less

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  MyNetFone Australia Pty. Ltd

  Aug 2016 - May 2018

  Technical Support Specialist - Residential

  Served in Technical Support Division for residential customers of MyNetFone Pty Ltd. Preferred support specialist for customers with visual/physical impairments, supporting VOIP and Data Technology solution-related resolutions. • Analysed the root cause for the customer issues on the Australian Telecommunication infrastructure, VOIP and Data related technical solutions. • Handled complex in-house and external Network applications. • Consistently achieved highest NPS score and First Call Resolution to the highest level for complexity of the issues. Show less

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  MyNetFone Australia Pty.Ltd

  May 2018 - Aug 2021

  Technical Support Specialist - Business

  Delivered exceptional customer experiences and promoted strong relationships. Optimized customer experience by delivering superior services and effectively troubleshooting issues.• Gained thorough knowledge of the complex in-house and external Network applications and their use in analysing, investigating, determining, reporting the VOIP and Internet related issues, source and solutions as needed.• Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.• Provided expert support and troubleshooting via telephone and email exchange. Show less

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  Vonex

  Aug 2021 - Mar 2023

  Ensuring exceptional customer experience to surpass the expectations of even the most discerning of customers. Expertise in working independently and collaboratively in a team environment assisting high profile Internal and External Stakeholders, • Provided solutions by meticulously resolving problems incorporating critical thinking in the interest of internal and/or external stakeholders with required urgency to ensure business continuity and SLA. • Assisted migration of services from MyNetFone to Vonex and associated hurdles on legacy platform.• Excelled in strong interpersonal skills and deal with high-level escalations and sensitive formal customer complaints via social media, forum, and TIO on behalf of VIP Internal/External stakeholders and C suit leaders. Show less Streamlined operations by identifying and managing service risks within company. Recommended best practice enhancements and guidelines that align with corporate goals and specifications. • Trained several onshore and offshore team members on ticket handling system, process, and workflows. Served as SME to offshore teams. Dealt with high-level escalations and sensitive formal customer complaints via social media, forum, and TIO.• Volunteered for VOIP platform migration project taking Pennitel to MyNetFone and MyNetFone to Vonex • Upgraded services from Legacy platforms/versions (Efax – Vfax), while training on new batches.• Executed C-suite level reports detailing findings and recommendations for streamlining the process data for forecast analysis and ad-hoc reporting. Show less

  • VIP Customer Concierge

    May 2022 - Mar 2023

  • Business Support Specialist

    Aug 2021 - May 2022
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  ServiceNow

  May 2023 - Jul 2023

  Extern

  Successfully completed an extensive 10-week ServiceNow NextGen Professional Program Inclusive of on-demand and instructor lead curriculum to acquire comprehensive knowledge of ServiceNow platform.• Acquired knowledge and skilfully executed System Administration/ Application Development/ ITSM/ ITOM/ UI builder Fundamentals, Application suits including Incident/Problem/Change Management and Service Catalog, CMDB, CSDM, Automated Test Framework, App Engine Studio, Service Portal, Flow Designer, Notifications, Record Producers, API, Dashboards along with Scripting exposure - JavaScript/ Scripting (with Codecademy)/ UI Policy/Actions, Client Scripts, Script Include-ACL, Business Rules, JSON etc. • Developed ‘Emergency Services’ mobile, web based, and native view application providing solutions to Fire, Police and Paramedics in capturing accurate data to expedite service dispatch through Emergency Response Unit with the ease of simplified documentation process.My role while developing the Project was to:• create the User Stories and Acceptance Criteria for various users and requirements, • create flow chart for the flow of the processes in the project, • create the Users and corresponding Groups and several Notifications in different stages,• design the various customised Records/Forms with fields using UI Builders, Business rules and Assignment rules,• using Form Designer and Form Layout and created the View. • determine the Future Scope for Expansion of the project and Limitations and Difficulties during the project. Show less

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  Kinetic IT

  Feb 2024 - Apr 2024

  ICT Service Desk Specialist
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  XAmplify

  Apr 2024 - now

  Associate ServiceNow Consultant