Impana L A
Bengaluru
Summary
Skilled Resolution Specialist with background in resolving complex customer issues efficiently. Strengths include strong problem-solving abilities, effective communication skills, and capacity to maintain high customer satisfaction rates. Notable impact made in previous roles includes improved customer retention through responsive service solutions and proactive conflict resolution strategies.
Overview
5
5
years of professional experience
Work History
Resolution Specialist
Walmart India
Bangalore
07.2024 - Current
- Managed a daily volume of 40+ HR support inquiries for employees across the U.S. and Puerto Rico.
- Utilized HR systems including Workday and ServiceNow to process and track employee requests.
- Administered rehire eligibility reviews, recruitment and hiring support, and position management activities.
- Supported onboarding processes, coordinated interviews, and facilitated compliance procedures such as background checks and drug screenings.
- Resolved issues related to job applications and requisitions, handled escalations, and completed tasks within established SLAs.
- Maintained strict data privacy standards while assisting with employment verification requests and providing support to multilingual employee populations.
Senior Learner Success Manager
Simplilearn
Bangalore
10.2023 - Current
- Provided feedback to students on their academic performance, including areas of improvement and areas of success
- Assisted in preparing reports and presentations for senior management, ensuring accuracy and timeliness
- Collaborated with internal teams to define customer success metrics and measure customer success
Customer Support Representative
Chingari
Bangalore
01.2023 - 10.2023
- Documented customer service best practices and procedures to ensure compliance and accuracy
- Collaborated with cross-functional teams to ensure customer inquiries were answered in a timely and accurate manner
- Developed and implemented customer service policies that improved customer experience and reduced customer churn by 95%
- Resolved customer inquiries and complaints within 24 hours, resulting in a 99% customer satisfaction rate
Customer Delight Executive
Healthifyme
Bangalore
10.2021 - 10.2022
- Conducted customer surveys and focus groups to identify customer needs and preferences, resulting in improved customer satisfaction
- Utilized customer feedback to develop customer-centric initiatives, resulting in improved customer satisfaction
Customer Support Executive
1P1 Solutions
Bangalore
09.2020 - 09.2021
- Developed and implemented customer service surveys to measure customer satisfaction
- Developed and maintained a knowledge base to provide employees with quick access to customer service information
- Adapted verbal and written communication styles to effectively resolve customer disputes
- Identified patterns in customer complaints and provided solutions to reduce the number of similar issues in the future
- Cult-fit
Education
B.E - Information Science
Vivekananda Institute of Technology
Bangalore, IndiaPost graduate program - Artificial intelligence and Machine learning
Simplilearn
Skills
- Communication Skills
- Workday
- ServiceNow
- Porter
- CP
- First Advantage
- Python
- Microsoft Office
- SQL
- HTML & CSS
- Forecasting
- Negotiation
- Customer-centric approach
- Javascript
- JQuery
- Salesforce
- Cross-functional collaboration
- De-escalation techniques
Accomplishments
- Participated in the 'Python Application Development Using Django and SQLite' A two-day Beginner's Workshop conducted by AKLC at VKIT.
- Secured First place at Throw Ball conducted by VIBHIN 2K19 conducted at VKIT.
- Participated in the Hands-on session on Machine Learning A two-day Workshop Conducted by PARVAM at VKIT.
- Secured Second place in 'Techno Speak' conducted by iSoft at VKIT.
- Coordinated the Technical event 'iSoft' conducted at VKIT.
- Secured Second place at Cricket conducted by VIBHIN 2K19 conducted at VKIT.
- Coordinated the Annual Sports Meet 'AKADA 2K19' conducted at VKIT.
Hobbies and Interests
- Badminton
- Listening to songs
Languages
- English
- Kannada
- Hindi
Languages
English
Upper Intermediate
B2
Hindi
Intermediate
B1
Timeline
Resolution Specialist
Walmart India
07.2024 - Current
Senior Learner Success Manager
Simplilearn
10.2023 - Current
Customer Support Representative
Chingari
01.2023 - 10.2023
Customer Delight Executive
Healthifyme
10.2021 - 10.2022
Customer Support Executive
1P1 Solutions
09.2020 - 09.2021
B.E - Information Science
Vivekananda Institute of Technology
Post graduate program - Artificial intelligence and Machine learning
Simplilearn