Lakshmi Somisetty
Newcastle upon Tyne,England
Summary
Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
Work history
Customer service advisor
Nationwide Building Society
Newcastle upon Tyne
06.2023 - 02.2024
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Recorded customer communications to maintain proper documentation.
- Registered and updated accurate customer information on database.
- Offered detailed advice on product and service benefits.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Advised customers on availability, pricing and location of products.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Recorded information about inquiries and complaints within internal database.
- Participated in staff meetings to discuss new developments.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Followed scripts when answering common customer questions.
- Processed high-value payments with meticulous accuracy.
Member representative
Sitel UK
Newcastle upon Tyne
06.2021 - 09.2021
- Employed active listening and product expertise to successfully resolve inbound queries.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Offered current, accurate advice on optional solutions for concerns.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Obtained feedback from customers to improve service experience.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Adhered strictly to policies and procedures for continued company compliance.
- Maintained excellent client satisfaction by providing in-depth support.
Education
Master of Science - Data science
Teesside University
Middlesbrough 01.2021 - 01.2023
Skills
- Customer Service
- Invoice processing
- Customer relations
- Problem-solving
- Data Entry
- Quality Control
- Conflict Resolution
- Project Management
- High-value project management
- Microsoft Office Suite
- Complaint resolution
- Microsoft Office
- Excel proficiency
Timeline
Customer service advisor
Nationwide Building Society
06.2023 - 02.2024
Member representative
Sitel UK
06.2021 - 09.2021
Master of Science - Data science
Teesside University
01.2021 - 01.2023
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