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Rishita Koli
Rolleston,New Zealand
Work Preference
Summary
Results-oriented customer service professional adept at driving operational efficiency and improving customer satisfaction. Skilled in resource scheduling, case management, and effective communication, leading to timely service delivery and enhanced client relationships. Committed to identifying solutions that streamline processes and elevate the overall customer experience.
Overview
13
13
years of professional experience
Work History
Customer Delivery Coordinator
Spark NZ
Christchurch, New Zealand
01.2025 - Current
- Provisioning Cloud phone products to the SME customers and owning the process from start to end.
- Coordinate and manage customer’s Webex orders from initiation to completion.
- Provisioning the service in the system whilst processing of hardware orders and tracking until delivered.
- Acting as the primary point of contact for the Technicians and Sales Representatives regarding provisioning, delivery updates, queries, and concerns.
- Provide clear and timely communication to ensure customer satisfaction.
- Schedule the resources and liaise with internal teams to ensure smooth operations.
- Monitor job/case schedules, update timelines and track resource allocation.
- Identify areas for improvement in the processes and suggest solutions to enhance efficiency and customer experience.
- Work closely with cross-functional teams to ensure seamless customer service and operations.
Service Desk Analyst
Spark NZ
Christchurch, New Zealand
10.2021 - 01.2025
- Delivering superior customer service to the Enterprise and Corporate customers.
- Managed inbound communication to meet customer expectations and adhere to SLAs.
- Case management of tickets coming through the email channel.
- Provisioning mobile plans and hardware for businesses, corporate and Government organisations via Spark CRM and Spark Digital Portal.
- Registered devices in the Device Enrollment Program (DEP) portal and KNOX to facilitate efficient management.
- Conducted call reviews to evaluate performance against criteria, identifying areas for improvement and recognizing team achievements.
- Cultivated relationships with Spark teams and customers to enhance collaboration and service delivery.
- Communicated with client managers and stakeholders to address project updates.
- Providing best suited product or service to corporate clients over different channels.
- Ensuring authorities are checked and customer confidentiality is maintained.
- Assisting the Mobile Forecast team where bulk products are ordered and sourced from third parties as and when required. Placing bulk orders in D365.
Spark Representative (Unified Frontline)
Spark NZ
Manukau, New Zealand
05.2021 - 10.2021
- Providing best suited product or service to customer over different channels.
- A blend of working in store, online, or even in-home.
- Selling mobile devices, accessories, and plans.
- Providing Sales, service, and resolution.
- Utilize the systems and product knowledge to provide customer service.
Helpdesk/IT Support
NZ Safety Blackwoods
Wiri, New Zealand
03.2021 - 04.2021
- Providing IT support to staff remotely and face to face. Setting up or re-setting up Thin Clients, Laptops and phones.
- Supporting with Level 2-3 Desktop/IT issues.
- Supporting customers on and off site, in person, through video and via phone.
- Assisting staff with working from home & in office.
- Solve technical issues for busy professionals, anything from easy to general day to day technical issues. Helping in PC refresh project and Phone roll outs.
- Working with Service Now for tickets portal and remote support in a Citrix environment.
Desktop/Network Support Technician
New Era IT Ltd.
Newmarket, New Zealand
07.2015 - 06.2020
- Provided IT support to schools remotely and onsite, managing users, desktops, servers, and networks for educational institutions, ensuring seamless operations on Windows platform.
- Strong customer focus that involves providing remote service desk and onsite support to a variety of network environments supporting 10 - 500 users.
- Talking to staff or clients through a series of actions to help set up, troubleshoot and resolve system issues.
- Supported Terminal Services and VMware-based infrastructure, enhancing system reliability and user experience.
- Analysing and tracing the root cause for any incident that might occur on various networks.
- Consistent use of Active Directory for managing Users and Computers.
- Working continuously on a task until completion (or referral to third parties or escalations, if appropriate). Prioritizing and managing multiple open cases at one time.
- Demonstrated understanding of technical infrastructure, including desktop systems and firewall configurations.
- Created a knowledge base by documenting solutions and changes.
- Providing support to the senior technical team in their project work of rollouts and upgrades for supporting client networks. Also doing Post roll-out support of new applications/system.
- Facilitated communication between client, client manager, and team leader, ensuring alignment and clarity on support needs.
Service Desk Analyst
Fletcher Building Ltd.
Penrose, New Zealand
09.2017 - 12.2017
- Responsible for providing Level 1 technical support to end users, responding to IT incidents and service requests. To provide sound technical support, analyzing, defining and solving issues that Fletcher Building end users typically face.
- Perform initial diagnosis, interacting with end users to resolve and address as many IT incidents or service requests at Level 1 as possible.
- Provide a central point of contact for all IT queries from across the Fletcher Building business, giving advice, troubleshooting and facilitating the rapid restoration of normal IT services.
- Find solutions to end user issues through the repository of support documentation and knowledge base, where required supplemented with independent research.
- Retain ownership of user issues from start to finish, escalating IT incidents to higher levels of technical support where required, in a timely and efficient manner in line with the agreed service levels.
- Ensure accurate data is captured in tickets using Service Now ticketing system including classification needed to drive reporting and improvements.
- Ability to translate technical expertise into clear and actionable instructions to the end user.
- Monitor, track and document issues to both promote their timely resolution and prevent their reoccurrence in future.
Customer Service Representative (Level 1)
Salmat NZ
Penrose, New Zealand
10.2014 - 07.2015
- Answered calls and addressed customer inquiries professionally, enhancing customer satisfaction.
- Managed and resolved customer complaints over the phone, improving overall service quality.
- Received and logged incoming calls while providing efficient customer support for first contact issues related to password resets and account queries.
- Build rapport with customers by greeting them in a courteous, friendly, and professional manner.
- Listen attentively to customer needs and concerns and demonstrate empathy.
- Use decision-support computer software programs to respond to common customer work/service order inquiries and requests.
- Maintained up-to-date knowledge of new products and services to offer customers accurate information.
- Researched information using available online resources.
- Logging customer information into system for every call and updating existing customer information when required. Identifying and escalating priority issues.
Tier 1 Advisor (Technical Support)
Concentrix Services Ltd. (New Zealand)
Mt Albert, New Zealand
12.2013 - 09.2014
- Provided first-call resolution support to all customers by addressing their technical inquiries effectively.
- Diagnosed and resolved customer technical inquiries for Apple products using troubleshooting protocols.
- Provided hardware/software installation support for Apple products, resolving customer technical requests in a single call using troubleshooting protocols.
- Identified queries and issues related to Apple products for users nationwide.
- Actively listen to customer enquiries and provide them with the appropriate technical/ operational solution. Provides one-on-one end-user problem resolution over the phone for all Apple products.
Education
Post Graduate Diploma - Computing
Unitec Institute of Technology
Auckland, New Zealand07-2014
Bachelor of Science - Information Technology
Pillai’s college
Mumbai, India07-2011
Skills
- Client coordination
- End User Support
- IT troubleshooting
- Process improvement
- Root cause analysis
- Problem Solving
- Time management
- Organizational skills
- Attention to detail
- Multi-tasking
- Problem solving
- Effective communication
- Strong communication skills
- Communication
- Multitasking
- Multitasking
Education Summary
- 07/01/13 - 07/01/14, Post Graduate Diploma in Computing, Unitec Institute of Technology, Auckland, New Zealand
- 07/01/09 - 07/01/11, Bachelor of Science in Information Technology, Pillai’s college, Mumbai University, Mumbai, India
Timeline
Customer Delivery Coordinator
Spark NZ
01.2025 - Current
Service Desk Analyst
Spark NZ
10.2021 - 01.2025
Spark Representative (Unified Frontline)
Spark NZ
05.2021 - 10.2021
Helpdesk/IT Support
NZ Safety Blackwoods
03.2021 - 04.2021
Service Desk Analyst
Fletcher Building Ltd.
09.2017 - 12.2017
Desktop/Network Support Technician
New Era IT Ltd.
07.2015 - 06.2020
Customer Service Representative (Level 1)
Salmat NZ
10.2014 - 07.2015
Tier 1 Advisor (Technical Support)
Concentrix Services Ltd. (New Zealand)
12.2013 - 09.2014
Post Graduate Diploma - Computing
Unitec Institute of Technology
Bachelor of Science - Information Technology
Pillai’s college