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Overview
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Sushmitha Chadalawada

Birmingham,England

Summary

Passionate Customer Service Advisor having extensive experience in delivering top-notch support and fostering positive client experiences. With a keen eye for detail and excellent communication skills, I thrive in fast-paced environments, resolving issues promptly and efficiently. Ready to leverage my expertise to elevate customer satisfaction and drive business success.

Overview

5
5
years of professional experience
2
2
years of post-secondary education

Work history

Customer service manager

Coles
Sydney , Australia
08.2018 - 11.2020
  • Addressed escalated customer issues quickly and professionally to uphold brand standards.
  • Analysed customer feedback data to identify trends and areas for improvement.
  • Implemented technology solutions to streamline customer service processes.
  • Monitored and analysed performance metrics, implementing continuous improvement strategies.
  • Conducted regular team meetings to communicate goals and objectives.
  • Coordinated training programmes to enhance team skills and service delivery.
  • Implemented customer satisfaction surveys and analysed results for insights.

Service delivery manager

Tech Mahindra
Hyderabad, India
12.2015 - 07.2018
  • Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels.
  • Led a team of 13 service professionals, fostering a culture of excellence and collaboration to achieve key performance metrics and service level agreements (SLAs).
  • Developed and implemented service delivery strategies that aligned with organizational goals and enhanced customer satisfaction.
  • Monitored service performance through data analysis, KPI tracking, and regular reporting to stakeholders, identifying areas for improvement and implementing corrective actions.
  • Conducted regular team meetings, provided coaching and feedback to team members, and promoted professional growth and development.
  • Collaborated with cross-functional teams to ensure smooth service transitions, manage escalations, and maintain high levels of customer service quality.
  • Spearheaded process improvement initiatives, streamlining workflows, and reducing operational costs, resulting in a 30% increase in efficiency.
  • Cultivated strong relationships with key clients, conducted regular service reviews, and identified opportunities for upselling and cross-selling.
  • Worked on Enterprise Level Applications in Healthcare-related projects.
  • Gained a good understanding of Network Operations, troubleshooting, and monitoring enterprise networks.
  • Acted as a point of contact for client inquiries, ensuring timely and effective communication.

Education

Masters in Finance and Investment Banking - Finance

Nottingham Trent University
Nottingham
09.2021 - 09.2023

Bachelor In Accounting - Accounting

Hrd Degree College
Hyder, India
05.2015

Skills

  • Customer service
  • Excellent time management skills
  • Data entry
  • Administrative support
  • Customer relations
  • Call centre operations
  • Effective problem solver
  • Communication Skills
  • Ability to Work Under Pressure
  • Ability to Multitask
  • Team leadership
  • Microsoft Office
  • Advance Analytical Thinking Skill

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Masters in Finance and Investment Banking - Finance

Nottingham Trent University
09.2021 - 09.2023

Customer service manager

Coles
08.2018 - 11.2020

Service delivery manager

Tech Mahindra
12.2015 - 07.2018

Bachelor In Accounting - Accounting

Hrd Degree College

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Sushmitha Chadalawada