Sandeep Mourakonda
Birmingham,West Midlands
Summary
Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivised teams to achieve productivity and performance targets.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Manager
Entain Group
Birmingham, West Midlands
10.2021 - Current
- Delivered feedback constructively to enhance staff performance.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Reviewed processes and practices regularly to achieve business goals.
- Communicated courteously with customers by telephone and email.
- Leveraged strong product and service knowledge to assist customers and resolve issues.
- Documented department data and compiled accurate reports.
- Worked closely with finance team to manage sales revenue reporting and accruals.
Associate Engineer
Think Pond Services
Hyderabad
10.2016 - 12.2019
- Continually improved methods and procedures for processes, measurement, documenting and work flow techniques.
- Maintained lighting, heating and other building services.
- Managed power generation, transmission and distribution.
- Designed systems and products using computer software.
- Attended educational and technical training and workshops to maintain professional knowledge.
- Managed engineering changes using SAP systems.
Mechanical Engineer
Mahadeva Infrastructure Private Ltd
Hyderabad
08.2015 - 09.2016
- Used investigative troubleshooting strategies to efficiently locate and diagnose system faults.
- Led project scheduling and budgeting to successfully complete engineering projects within target parameters.
- Performed testing and evaluations to enhance and improve product designs.
- Analysed discrepancies and provided resolutions.
- Practiced engineering calculations to promote design work.
- Verified and assessed products to meet compliance regulations.
Education
Master of Science - International Business
University of Hertfordshire
Hatfield 01.2020 - 06.2021
Bachelor of Science - Mechanical Engineering
Jawaharlal Nehru Technological University
India 06.2011 - 05.2015
Skills
- Excellent time management skills
- Effective workflow management
- MS Office expert
- Exceptional interpersonal communication
- Training and development
- Complaint resolution
- Research and due diligence
- Exceptional telephone etiquette
- Customer relations
- Sales strategies
- Employee management
- Adherence to high customer service standards
- SAP and ERP system knowledge
- Customer Relationship Management Software (CRM)
- Performance management
- MS Office proficiency
- Customer service
Languages
English
Fluent
Timeline
Customer Service Manager
Entain Group
10.2021 - Current
Master of Science - International Business
University of Hertfordshire
01.2020 - 06.2021
Associate Engineer
Think Pond Services
10.2016 - 12.2019
Mechanical Engineer
Mahadeva Infrastructure Private Ltd
08.2015 - 09.2016
Bachelor of Science - Mechanical Engineering
Jawaharlal Nehru Technological University
06.2011 - 05.2015
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