SREEDEVI NEELAKANDAN
Milton Keynes,United Kingdom
Summary
Customer service professional with experience supporting customers in live, system-led environments where things don’t always go to plan. Used to talking people through products and processes step by step, spotting where something has gone wrong, and helping customers get back on track without unnecessary hand-offs. Comfortable juggling multiple systems, monitoring ongoing issues, and working closely with operational teams to resolve problems quickly. Calm, practical, and customer-focused, even during busy or high-pressure shifts.
Overview
4
4
years of professional experience
2022
2022
years of post-secondary education
Work history
Customer Services Administrator
Milton Keynes University Hospital (NHS)
Milton Keynes
12.2024 - 02.2026
- Supported users with hospital system-based services, helping them understand how processes worked and what to expect at each stage.
- Regularly investigated issues by checking multiple internal systems, spotting inconsistencies, and identifying where breakdowns occurred.
- Explained outcomes, next steps, and limitations clearly, reducing confusion and follow-up queries.
- Logged, tracked, and updated cases carefully so progress was visible to other teams and handovers were smooth.
- Flagged recurring issues and process gaps, sharing observations with teams to help prevent repeat problems.
- Worked closely with internal stakeholders to resolve operational issues affecting end users.
Customer Experience Associate
Conduent (for American Express)
Remote
07.2023 - 12.2024
- Provided day-to-day software and account support via live chat and email, helping users navigate digital tools and workflows.
- Diagnosed issues by reviewing system activity, configuration details, and user actions to understand what had gone wrong.
- Guided customers step by step through solutions, clearly explaining what was happening in the system and why.
- Identified when issues required escalation and passed on clear, structured information to specialist teams.
- Noted trends in customer questions and system behaviour, feeding this back to improve processes and self-serve guidance.
- Balanced speed and accuracy while working in a high-volume, performance-driven environment.
- Updated systems thoroughly so follow-up teams had a clear picture of what had already been checked or explained.
Customer Service Associate
TSYS Managed Services EMEA (for Lloyds Bank)
Milton Keynes
03.2022 - 07.2023
- Helped users understand how digital products worked, including features, expected behaviour, and common issues.
- Investigated technical and usage problems by checking multiple tools and asking targeted questions to isolate the cause.
- Walked customers through fixes or workarounds in real time, adapting explanations based on their technical confidence.
- Supported operational teams by documenting issues clearly and highlighting patterns that needed wider attention.
- Assisted new starters by showing them how to navigate systems and approach troubleshooting logically.
Education
MSc - Cyber Security
Teesside University
Skills
- Strong Communication skills
- Technical Troubleshooting & Issue Diagnosis
- SaaS Product Support (Chat & Email)
- First-Line & Second-Line Support Collaboration
- Quick learning
- Working across multiple systems
- Team collaboration and Operational support
- Proactive outreach methods
- Multitasking efficiency
- Time-Management capability
- Technical proficiency
Timeline
Customer Services Administrator
Milton Keynes University Hospital (NHS)
12.2024 - 02.2026
Customer Experience Associate
Conduent (for American Express)
07.2023 - 12.2024
Customer Service Associate
TSYS Managed Services EMEA (for Lloyds Bank)
03.2022 - 07.2023
MSc - Cyber Security
Teesside University