SANGOJU SUSHMA
Chelmsford,ESSEX
Summary
Detail-oriented Non-Voice Customer Support professional specialising in Chat Support and Billing Resolution. Enhanced customer satisfaction through effective issue resolution and proactive communication. Committed to continuous learning and process improvement, fostering positive customer relationships through collaborative problem-solving and thorough documentation practices.
Overview
3
3
Languages
5
5
years of professional experience
Work History
Non-Voice Customer Support
Tech Mahindra
01.2025 - 06.2026
- Delivered chat support to customers, resolving inquiries efficiently and enhancing customer satisfaction.
- Resolving Billing Queries
- Making payment arrangements
- Order Processing
- Research & Resolution
- Developed and updated process documentation, streamlining operations and aiding team training.
Non Voice Customer support
First Source
01.2023 - 03.2025
- Provided real-time assistance to customers via chat, addressing inquiries and concerns.
- Managed customer support tickets, tracking progress to ensure timely resolution of customer inquiries.
- Oversaw escalation processes for unresolved customer issues, ensuring appropriate and effective resolution.
- Conducted research to identify solutions for customer issues, ensuring effective resolutions.
- Created and maintained documentation for processes and procedures, enhancing team knowledge and efficiency.
- Executed order processing tasks, ensuring accuracy and timely fulfilment.
Customer support executive
KS Projects
01.2021 - 08.2023
- Enhanced customer satisfaction by 100% through adept issue resolution and proactive communication.
- Leveraged customer feedback to implement process enhancements, improving overall customer experience.
- Recognized and capitalized on upselling and cross-selling possibilities, leading to a notable boost in sales targets.
- Facilitated seamless onboarding by mentoring and training four new team members, ensuring effective integration into the team.
Education
B. TECH -
VAAGESWARI COLLEGE OF ENGINEERING
01-2021
INTERMEDIATE -
SRI GAYATRI JUNIOR COLLEGE
01-2017
SSC -
BRINDAVAN HIGH SCHOOL
01-2015
Skills
- Order processing
- Live chat assistance
- Customer management
- Technical troubleshooting
- Process improvement
- Proactive problem-solving
- Computer application proficiency
- MS OFFICE
- PGDCA
- Team collaboration
- Leadership skills
- Interpersonal communication
- Quick learner
Personal Information
Father's Name: MAHESH
Custom
I hereby declare that the above provided information is true and correct to the best of my knowledge and belief.
Languages
English
Upper Intermediate
B2
Hindi
Intermediate
B1
Telugu
Proficient
C2
Interests
- Volunteering and community service
- Mentoring or tutoring
- Organizing events
- Student leadership activities
- Club memberships
- Photography
- Graphic design
- Painting or drawing
- Music (playing instruments, singing)
- Creative writing
- Video editing
Accomplishments
- Worked directly with senior leadership to develop and administer £37000-per year department budget.
- Increased sales by 60% while reducing costs by 30%, leading to £37000 net profit.
Timeline
Non-Voice Customer Support
Tech Mahindra
01.2025 - 06.2026
Non Voice Customer support
First Source
01.2023 - 03.2025
Customer support executive
KS Projects
01.2021 - 08.2023
B. TECH -
VAAGESWARI COLLEGE OF ENGINEERING
INTERMEDIATE -
SRI GAYATRI JUNIOR COLLEGE
SSC -
BRINDAVAN HIGH SCHOOL