Gurram Shanmukha Rao
Senior Support Specialist And Strategist
HYDERABAD
Summary
Experienced Client/ Customer service Advisor with over 9+ years of experience in Service Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Senior Client Services Advisor
Innroad Software Development Services Pvt Ltd
HYDERABAD
10.2019 - 08.2022
- Worked for a Product- based company, Hotel application software Property Management System.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Worked with Clients to understand needs and provide excellent service.
- Collaborated with PCM, production Support team members to achieve target results.
- Clarified client issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to Clients and users, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Engaged with Clients to build rapport and loyalty.
- Trained and developed new hires in company processes, product knowledge, Client service and advising techniques.
Senior Sales Support Specialist
Dell International Services
HYDERABAD
04.2018 - 10.2019
- Worked for the Process Premier Catalog Management.
- Provided best-in-class real-time sales support for customers while leading by example for Inside sales and account managers.
- Coordinated responses and resources to handle special client requests.
- Collaborated with vendor development, stake holder and support staff to resolve various issues impacting sales activities.
- Used product knowledge, sales abilities and customer relations skills to drive substantial sales increases in Dell based products.
- Developed strong rapport with Business leaders, Stake holders and ISR's created positive impression of business.
- Developed working knowledge of CRM to effectively track sales leads and activities.
Sr. Specialist
Synchrony Financial
HYDERABAD
10.2017 - 12.2017
- Worked for an international financial organization for the process Fraud Prevention and Detection.
- Effectively communicated with customers about account changes, services and potential account related upgrades.
- Responded proactively and positively to rapid change.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved typical credit related issues over phone with 40-50 account holders daily.
- Delivered prompt service to prioritize customer needs.
Process Analyst
Genpact
HYDERABAD
01.2016 - 08.2017
- Worked as a Google Support specialist for Google Wallet and GPay processes.
- Analyzed and documented company processes for executive leadership and suggested areas for improvement.
- Drafted human feedback tools such as questionnaires and surveys to incorporate personnel needs and desires into process improvement.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Performed quality assurance checks to help company create products and services that met needs, expectations and requirements of customers.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
Business Development Manager
McDonalds
Aberdeen
02.2012 - 05.2015
- Worked with existing customers to increase purchases of products and services.
- Created reports and presentations detailing business development activities.
- Negotiated, prepared and signed contracts with clients.
- Identified distributor challenges related to corporate service offerings in order to formulate potential solutions.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Train new employees and explain protocols clearly and efficiently.
Education
Bachelor of Engineering Technology - Information and Technology
Malla Reddy Engineering College
Hyderabad 09.2007 - 05.2011
Higher Secondary - MPC
Andhra Loyola College
Vijayawada 06.2005 - 05.2007
SSC -
Pratibha Vidya Niketan High School
Hyderabad 06.2001 - 05.2005
Skills
Operating Systems: Windows, Mac, Linux
undefinedAdditional Information
- Received Special Recognition award consecutively for the Last 4 QBR’s Fy19-20.
- Maintained 98% CSAT, 100% Adherence and Quality in performance standards.
- Build and maintained successful relationships with Clients, Consumers and Stake holders.
- Received many customer/client appreciations for quick turnaround time while fixing production issues.
- Received Letter of Appreciation and holding Employ of the month for June2014.
- Achieved consistent rankings in monthly metrics including call durations, number of calls per shift, and customer satisfaction ratings.
Timeline
Senior Client Services Advisor
Innroad Software Development Services Pvt Ltd
10.2019 - 08.2022
Senior Sales Support Specialist
Dell International Services
04.2018 - 10.2019
Sr. Specialist
Synchrony Financial
10.2017 - 12.2017
Process Analyst
Genpact
01.2016 - 08.2017
Business Development Manager
McDonalds
02.2012 - 05.2015
Bachelor of Engineering Technology - Information and Technology
Malla Reddy Engineering College
09.2007 - 05.2011
Higher Secondary - MPC
Andhra Loyola College
06.2005 - 05.2007
SSC -
Pratibha Vidya Niketan High School
06.2001 - 05.2005
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