Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Likhitha Donga

Hounslow,HNS

Summary

Dynamic Customer Support Specialist with a proven track record at Teleperformance, achieving 95% positive feedback. Expert in problem-solving and effective communication, I enhanced customer satisfaction and reduced call wait times. Skilled in CRM software and data analysis, I consistently delivered results that improved operational efficiency and customer experiences.

Overview

4
4
years of professional experience

Work History

Customer Support Specialist

Teleperformance
01.2025 - Current
  • Handled 40-50 calls per day and had 95% positive feedback in call monitoring.
  • Reduced call wait time to 8 minutes by implementing effective time management strategies during high-volume periods.
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Handled escalated calls with professionalism, ensuring satisfactory resolution for both the customer and the company.

Receptionist

Premier Inn Hotel
09.2023 - 08.2024
  • Tracked important information in Oracle OBIEE and ran reports or generated graphs using data.
  • Collected payments, processed transactions and updated relevant records.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Organized, maintained and updated information in computer databases.

Retail Assistant Manager

RMBH London LTD
02.2021 - 08.2023
  • As an in-store sales leader, maintained a strong presence on the floor to build customer relationships, support, teach, and grow my team, resulting in an 80% increase in revenue.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Developed strong relationships with vendors, negotiating favorable terms for product procurement.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.

Education

Master of Science - Data Analytics

University of Hertfordshire
Hatfield, United Kingdom
01-2022

Bachelor of Technology - Computer Science

Gitam University
Visakhapatnam
06-2019

High School Diploma -

Sri Surya Junior College
Gajuwaka
06-2015

Skills

  • Customer service excellence
  • Problem-solving
  • Network configuration
  • TCP/IP
  • LAN/WAN
  • SLA compliance
  • Effective communication
  • Conflict resolution
  • Time management abilities
  • CRM software expertise
  • Data analysis
  • Business analysis and reporting

Accomplishments

  • Achieved 95% success rate by actively helping customers with their queries.
  • Collaborated with team of 6 helped in development and revenue generation for the organization.
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Awarded "Employee of the Month" for delivering outstanding administrative support.
  • Saved company £30,000 per month in product costs.

References

Dave Khurana, Director (RMBH London LTD)—davekhurana@yahoo.com

Dimple patel, Manager (Premier Inn)—dimple.patel@whitbread.com

lucia collins, Line Manager (Teleperformance)—lucia.collins@teleperformance.com

Timeline

Customer Support Specialist

Teleperformance
01.2025 - Current

Receptionist

Premier Inn Hotel
09.2023 - 08.2024

Retail Assistant Manager

RMBH London LTD
02.2021 - 08.2023

Master of Science - Data Analytics

University of Hertfordshire

Bachelor of Technology - Computer Science

Gitam University

High School Diploma -

Sri Surya Junior College

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Likhitha Donga