VASAVI MALLINENI
Leicester,United Kingdom
Summary
A highly motivated and customer-focused professional with 9 years of experience in delivering exceptional customer service and managing supply chain operations. Proven ability to manage customer queries, reconcile deliveries and returns, and provide timely and accurate reporting. Adept at using Microsoft Office, including Excel and Outlook, to streamline processes and enhance customer experiences. Seeking to bring strong communication skills and attention to detail to the Customer Service Advisor role at GXO Logistics.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work history
Customer service executive
Barclays
, United Kingdom
09.2022 - 06.2024
- Manage inbound customer queries across various channels (email, webchat, phone), ensuring timely and accurate responses.
- Collaborate with internal teams to improve processes and enhance the customer experience.
- Maintained resilience in handling challenging queries while empathizing with customers and exceeding expectations with creative problem-solving.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Maintained up-to-date client records in database systems.
Warehouse operative
Amazon
Coalville, Leicestershire
08.2021 - 06.2022
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Scanned, sorted and diverted packages in order to carry out picking and packing responsibilities in line with accuracy targets.
- Sorted materials on warehouse racks and shelves.
- Prepared items for timely dispatch and safe transportation.
- Listened closely to instructions, carrying out fast-paced picking and packing in line with targets.
- Inspected inventory to identify damaged or missing items.
- Attended Health and Safety training to ensure consistent adherence to warehouse safety policies.
- Performed tagging and labelling of warehouse inventory.
Senior Customer Service Executive
Bluedart DHL
India
01.2014 - 05.2021
- Manage inbound customer queries across various channels (email, webchat, phone), ensuring timely and accurate responses.
- Provide daily support to supply chain operations, coordinating deliveries, and resolving issues with customers and suppliers.
- Reconcile deliveries and returns, conducting monthly audits to verify accuracy and compiling detailed reports for management.
- Raise Pickup Orders and manage logistics workflows to ensure smooth supply chain operations.
- Collaborate with internal teams to improve processes and enhance the customer experience.
- Delivered excellent customer service through efficient query management and service request resolution.
- Produced MI reports to provide insights into business performance, identifying key areas for improvement.
Education
Bachelor of Commerce - Finance
Wesley Degree College
06.2010 - 06.2013
Skills
- Salesforce CRM
- Customer Service Excellence
- Microsoft Excel & Outlook Proficiency
- Supply Chain Support & Delivery Management
- Query Resolution & Issue Escalation
- Attention to Detail & Accuracy
- Data Reporting & MI Analysis
- Purchase Order Management
- Strong Verbal & Written Communication Skills
- Knowledge of Parcel Carriers
- WMS Knowledge
Accomplishments
Outstanding Customer Service Award
Bluedart DHL– 2018
- Recognized for consistently achieving the highest customer satisfaction scores within the team. Demonstrated exceptional empathy and problem-solving skills in resolving complex customer issues.
Complaint Resolution
- Resolved 98% of escalated complaints within 24 hours, leading to improved customer retention and positive feedback from management.
Languages
English
Timeline
Customer service executive
Barclays
09.2022 - 06.2024
Warehouse operative
Amazon
08.2021 - 06.2022
Senior Customer Service Executive
Bluedart DHL
01.2014 - 05.2021
Bachelor of Commerce - Finance
Wesley Degree College
06.2010 - 06.2013
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