Suman Kumar Bottumanchi
Southall, Ealing
Summary
Dynamic customer support professional with 13 years of comprehensive experience in enhancing customer satisfaction and loyalty. Renowned for exceptional service delivery and effective communication skills, adept at resolving complex inquiries and improving processes to drive operational success. Proficient in Microsoft applications, leveraging technical abilities to streamline operations and boost efficiency. Committed to exceeding customer expectations, building strong relationships, and fostering an environment of continuous improvement.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Assistant
McDonald's Basingstoke
01.2023 - 07.2024
- Navigated challenging client interactions by implementing active listening skills and conflict resolution techniques, addressing concerns and ensuring customer satisfaction across 50+ daily interactions while maintaining a 95% satisfaction rating. Taking orders, helping customers with good service, and preparing drinks and food.
Partner Support Executive
Gus Education India Environment
11.2021 - 09.2022
- Supported students with their higher education applications by pulling reports from Power BI and identifying duplicated applications.
- Communicated with students regarding duplicated applications through a series of three emails and two follow-up calls.
- Ensured accurate application processing by sending emails and making calls to resolve issues with duplicated applications.
Sr. Customer support executive
Synchrony International services Pvt. Ltd.
03.2016 - 12.2020
- We need to support the customer regarding the credit cards provided by our bank, and major clients are Amazon, Gap, Old Navy, Banana Republic, and Athleta stores, which calls for the order that has been placed by the customer regarding returns, refunds, placing orders, cancelling orders, etc.
- Created detailed reports summarizing customer inquiries, trends, resolutions and other related information.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Developed and implemented customer service policies, procedures and standards.
Customer support executive
Amazon Development center pvt. Ltd.
05.2015 - 11.2015
- We need to support the customer over the chats and calls for the order that has been placed by the customer regarding returns, refunds, placing orders, cancelling orders, etc.
- Answered customer inquiries via phone, email, and chat.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Resolved customer complaints professionally and efficiently.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
Bachelor's Degree -
DR.B.R. Ambedkar Open University
11.2012
Diploma - computers Science
T.R.R. Polytechnic college
11.2008
High School - undefined
Siddhartha residential High School
03.2002
Skills
- Active learning
- Building customer loyalty
- Strong communication and interpersonal skills
- Proactive self-starter
- Customer Service
- Hard-working
- Promotional events coordination
- Adaptability
- Exceeding customer expectations
- Proficiency in Microsoft applications
- Polite and friendly
- Effective team contributor
WWW. GREENMANGO.CO.IN
- January-2008 to October2009
- Promoting the company in the local areas and collecting the information of the clients for the company. It is a Direct marketing job, meeting the clients in their shops and collating their information with a picture of their Business and uploading them in the Green Mango website for promoting their business.
Certification
- Completed Google Analytics course from Great Learning Academy.
- Completed Social Media Management course from Great Learning Academy.
- Completed Project Management course from Great Learning Academy.
- Completed Software Testing Tutorial Course from Great Learning Academy.
- Completed Microsoft Azure and Azure Application Course from Great Learning Academy.
- Completed Customer Relationship Management course from Great Learning Academy.
- Completed Cyber Forensics course from Great Learning Academy.
- Completed Network Security Course from Great Learning Academy.
- Introduction to Technical support from IBM from (Coursera).
- Introduction to Hardware and Operating Systems from (Coursera).
- Introduction to Networking and Storage from (Coursera).
- Introduction to Cloud Computing from (Coursera).
- Introduction to Software, Programming and Databases from (Coursera).
- Introduction to Cybersecurity Essentials from (Coursera).
- Introduction to Cybersecurity Careers from (Coursera).
- Introduction to Cybersecurity tools and cyberattacks from (Coursera).
- Python for Data Science from Cognitive Class.
- Applied data science with Python Cognitive Class.
- Data visualization Using Python Cognitive Class.
- Data Analysis using python Cognitive Class.
- C|EH( v 11): EC-Council Certified Ethical Hacker [ECC4138065279]
- C|EH( v 7.1): EC-Council Certified Ethical Hacker [ECC957781]
- E|CSA ( v 4): EC- Council Certified Security Analyst (ECSA v 4) [ECC-28811431]
- Diploma in Information security and Ethical hacking (6 months) from Appin Technologies.
- Certified Information Security Expert from Inno buzz Knowledge Solutions (Certification Number : 30048).
- CCNA (Cisco Certified Networking Associate) and MCITP-2008 (Microsoft Certified IT Professional).
- Microsoft exchange server 2007 from Zoom technologies.
- Diploma in Computer Hardware and Networking engineering (AIACTE-Certificate).
- Vocational Computers' and Typewriting course from Word and Deed Vocational.
LANGUAGES
English
Telugu
Hindi
SS CYBER TECHNOLOGIES. (partner with ASD CYBER SECURITY & CONSULTANT). TRAINING INSTITUTION
- (FREE-LANCER TRAINER) IT SECURITY & ETHICAL HACKING CONSULTANT
- November 2011 to November 2015
Timeline
Customer Assistant
McDonald's Basingstoke
01.2023 - 07.2024
Partner Support Executive
Gus Education India Environment
11.2021 - 09.2022
Sr. Customer support executive
Synchrony International services Pvt. Ltd.
03.2016 - 12.2020
Customer support executive
Amazon Development center pvt. Ltd.
05.2015 - 11.2015
Diploma - computers Science
T.R.R. Polytechnic college
High School - undefined
Siddhartha residential High School
Bachelor's Degree -
DR.B.R. Ambedkar Open University