Mounika Pulukuri

Roles & Responsibilities:

• Handled Seller escalations and able to resolve issues by devising workaround solutions for account and inventory related issues.
• Liaised with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Prepared variety of different written communications, reports and documents to ensure smooth operations.
• Mentored 3 batches of new hires in training and real time case handling.
• Promoted from Support Associate to Premium Specialist.
• Handled team meetings and huddles related to process improvement and changes.
• Call trained, worked over calls, chat and emails in assisting clients.
• Handled Site level team engagement activities for ~450 employees.

Roles & Responsibilities:

• Handled day-to-day customer contact via chat and emails.
• Informed customers about order details, shipping and provided detailed information for various products.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Promoted from Associate to Quality Analyst.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Handled quality auditing of emails and chats handled.
• Supervised team of 23 associates in chat handling and also trained new hires about process changes.