MS Office
Sai Charmika Bondadi
Business Development and Lead Customer Care Executive
Toronto
Summary
Dedicated and detail-oriented Customer Service specialist with 4+ years of experience. Excel at prioritizing, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with expertise in scheduling, customer relationship management and document control. Dependable self-starter and forward-thinker.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative Team Lead
Nordia-Bell
08.2023 - 01.2024
- Provided exceptional customer service by handling a large number of outbound calls relating to mobility and home internet accounts.
- Resolved billing, account, and technical issues with home devices while assisting the loyalty department through sales by upgrading existing customers to new contract and rate plans.
- Demonstrated expertise in product or service knowledge to effectively communicate features and address client inquiries.
- Successfully fulfilled responsibilities across multiple departments during busy sales periods.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Concentrix
10.2021 - 04.2023
- Delivered prompt customer support through various channels such as phone communication, email correspondence, and chat services to handle inquiries, process orders, and relay product details.
- Attained a 95% customer satisfaction rating by swiftly resolving customer complaints and issues
- Streamlined customer support by fostering seamless collaboration among stakeholders, resulting in the swift resolution of complex problems
- Effectively handled incoming calls at a rapid pace, maintaining an average response time of under 30 seconds
- Consistently updated comprehensive excel sheet documenting every call and sale made during each shift, identifying key areas for future sales opportunities
- Educated customers on service-related information and successfully applied rebuttal techniques for favorable outcomes.
Technical Customer Support Specialist
Reliance Jio
01.2019 - 01.2021
- Effectively handled customer inquiries and concerns, consistently achieving service-level targets.
- Managed all return, exchange, and refund transactions to enhance overall customer experience
- Maximized sales revenue by identifying and exploiting potential for up selling and cross-selling, leading to a 10% increase.
- Enhanced product offerings by collaborating with the product development team and relaying customer feedback.
- Outlined the most suitable Post-Paid and Pre-Paid plans based on customer usage
- Enhanced user understanding of website and smart TV app features for entertainment and sports channel streaming.
Education
Bachelors Of Business Administration - Business Administration
Andhra University
Visakhapatnam, India 06.2018 - 05.2021
MBA - International Business Management
Lambton College
Mississauga, Canda 04.2022 - 05.2023
Skills
Excellent verbal and communication skills
Well versed with different VPN softwares such as Fortinet
Multi-tasking and time management skills
Strong problem-solving and conflicting resolution abilities
Empathetic and good listener
Customer Relationship Management (CRM)
CRM software knowledge
Certification
Customer service excellence certification
Awards
- Bagged the customer satisfaction award by maintaining 90 percent Customer Satisfaction
- Was also awarded best employee for full attendance and punctuality
Software
Fortinet
CRM
Timeline
Customer Service Representative Team Lead
Nordia-Bell
08.2023 - 01.2024
MBA - International Business Management
Lambton College
04.2022 - 05.2023
Customer Service Representative
Concentrix
10.2021 - 04.2023
Technical Customer Support Specialist
Reliance Jio
01.2019 - 01.2021
Bachelors Of Business Administration - Business Administration
Andhra University
06.2018 - 05.2021
Customer service excellence certification
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