SHILPA BINDU SURESH
Bradford
Summary
Experienced engineering professional with a strong background in Civil Engineering and customer service. Skilled in team building, technical problem-solving, and client satisfaction. Leveraging expertise in environmental and civil engineering, along with advanced software proficiency, to drive project success and foster positive outcomes. Ready to contribute effectively within dynamic engineering environments.
Overview
6
6
years of professional experience
Work History
Customer Care Operative
HOTEL CHOCOLAT
10.2023 - 01.2024
- Managed inbound communication channels, including phone calls, live chats, and email inquiries from valued Hotel Chocolat customers
- Adhered to the company's 100% Happiness Guarantee approach to ensure exceptional customer satisfaction
- Consistently maintained exceptional quality scores, meeting, and surpassing performance metrics to ensure adherence to the highest standards of service
- Proactively identified areas for improvement and implemented solutions to enhance the overall quality of customer interactions
- Demonstrated skills such as active listening skills and effective communication techniques to comprehensively understand and empathize with customer concerns, inquiries, and complaints.
Customer Experience Advisor
05.2023 - 10.2023
- Managed 20 inbound and outbound calls per day with commitment to delivering first-class service on every interaction
- Effectively managed and, when necessary, escalated potential customer complaints to ensure prompt resolution and customer satisfaction
- Achieved 100% quality monitoring score, demonstrating commitment to high standards of service
- Received 10 on 10 advisor satisfaction score, indicating excellent teamwork and service.
Sortation operative, AMAZON WAREHOUSE
11.2022 - 03.2023
- Scanning, sorting, and diverting packages containing the full range of Amazon's products
- Successfully sorted and organized an average of 600 packages per day and acquired the Golden Standard for practising safety in the workplace
- Reported issues and damages to senior warehouse staff, enabling prompt, effective resolutions.
Intern
LARSEN AND TOURBO INFRASTRUCTURE ENGINEERING LTD
06.2020 - 09.2020
- Fostered a culture of professional conduct within small to medium-sized teams
- Independently assessed the Land Use Impacts of two alternative alignments for Trivandrum Capital City's
- Outer Ring Road, showcasing autonomy and individual initiative
- Collaborated with senior teams to create Environmental Impact Assessment (EIA) reports
- Developed land use maps to analyse the direct and indirect effects of the two generated road alignments on the environment.
Civil engineer
ERNAD ENGINEERING GROUPS
10.2017 - 07.2019
- Prepared daily, weekly, and monthly reports on work progress, resulting in a 25% increase in project efficiency and completion ahead of schedule
- Conducted various tests to ascertain the suitability of materials for embankments, sub-grade, WMM, bituminous, and structural works, resulting in a 20% reduction in material waste and cost savings for the project
- Supervised a team of workers to ensure strict conformance to methods, quality, and safety, demonstrating strong leadership skills
- Hosted client meetings to report on the status of work, effectively communicating project progress and addressing any concerns or questions
- Collaborated with project teams to ensure quality control measures were met, effectively communicating with team members to identify and resolve any issues that arose
- Identified and addressed any issues with materials that did not meet project specifications, demonstrating a high level of attention to detail and commitment to quality control.
Education
Master of Science - Engineering Project Management
University of Leeds
Leeds, United Kingdom09.2023
Master of Technology - Environmental Engineering
National Institute of Technology
India08.2022
Bachelor of Technology - Civil Engineering
Cochin University of Science And Technology
India07.2017
Skills
- Team management
- Strong customer service orientation
- Microsoft Office
- Problem solver
- Written and verbal communication skills
- ArcGIS
- SPSS
- QGIS
- MATLAB
- AutoCAD
- Research
- Networking
- Conflict Resolution
- Analytical and Critical Thinking
Accomplishments
- Volunteered in National Institute of Technology Karavali Marathon for Combat Climate Change.
- Successfully qualified for the GATE (Graduate Aptitude Test in Engineering) exam, demonstrating high
proficiency and knowledge in engineering concepts and applications. - Serves as a volunteer listener at 7 Cups, providing support and assistance to individuals facing mental health issues.
Timeline
Customer Care Operative
HOTEL CHOCOLAT
10.2023 - 01.2024
Customer Experience Advisor
05.2023 - 10.2023
Sortation operative, AMAZON WAREHOUSE
11.2022 - 03.2023
Intern
LARSEN AND TOURBO INFRASTRUCTURE ENGINEERING LTD
06.2020 - 09.2020
Civil engineer
ERNAD ENGINEERING GROUPS
10.2017 - 07.2019
Master of Science - Engineering Project Management
University of Leeds
Master of Technology - Environmental Engineering
National Institute of Technology
Bachelor of Technology - Civil Engineering
Cochin University of Science And Technology
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