Lakshmana Srikanth Sivvam

• Analyse the URL's / web pages to extract, verify & create the required content for Google Ads following the provided client guidelines to meet the SLA parameters on Productivity, Quality, AHT and Utilisation. Validated results and performed quality assurance to assess accuracy of data.
• Reviewed search contents and classify them as per client guidelines.
  Reviewed Contents given by client - Comments / edit. Reviewed landing Pages / Home pages.
• Deep knowledge of processes, effective communication skills and ability to handle difficult situations with ease.
• Ability to multi task and strong work ethic to achieve desired objectives
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Queried databases for information needed for report processing.
• Identified and resolved problems through root cause analysis and research.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Proven ability to learn quickly and adapt to new situations.
• Paid attention to detail while completing assignments.
• Provided professional services and support in a dynamic work environment.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Managed time efficiently in order to complete all tasks within deadlines.
• Developed and maintained courteous and effective working relationships.
  Worked effectively in fast-paced environments.

Completed comprehensive training in communication and process procedures at Sutherland.
Acquired in-depth knowledge of Lyft process, ensuring thorough understanding of customer needs and company policies.
Managed over 50 customer calls per day.' or, "Increased sales by 10%.
Demonstrated ability to handle and manage three concurrent chat sessions effectively, maintaining high level of customer satisfaction.
Efficiently prioritised and resolved customer inquiries in timely manner, showcasing strong multitasking skills.
Received specialised training in communication techniques to effectively engage with customers on chat platform.
Utilised clear and concise communication to address customer concerns and provide accurate information about Lyft services.
Successfully resolved customer issues through chat interactions, showcasing problem-solving skills and commitment to customer satisfaction.
Utilised troubleshooting techniques to address concerns promptly and ensure positive customer experience.
Proficiently communicated with customers through email to resolve tickets and address more complex issues.
Demonstrated written communication skills to convey information in professional and customer-friendly manner.
Maintained high level of customer satisfaction through proactive communication and effective problem resolution.
Received positive feedback from customers for providing exceptional service during chat interactions and email correspondence.
Adapted to changes in Lyft process and company policies, staying up-to-date with latest information to better assist customers.
Adhered to quality assurance guidelines, ensuring that all interactions met or exceeded company standards for customer service excellence.
Collaborated with team members and cross-functional teams to share knowledge and contribute to positive work environment.

• Spoke to customers in native language to increase loyalty and establish relationships.
• Served as liaison, facilitating communication between management and associates.
• Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
• Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
• Worked varied hours to meet seasonal and business needs.
• Identified customer needs and wants to enhance customer experiences and boost sales.
• Provided product price information to customers.
• Trained and mentored junior staff on customer service strategies and techniques.
• Managed over 4 consecutive chats.

• To drive data quality and solving challenging operational business goals
• To work with product management and tech teams to develop scale-able, long-term solutions
• Standardising the current SOP and working on the new SOP's for new marketplaces
• To improve work operations by auditing, analysing and extracting solutions to issues found in process
• Effective program co-ordination and reporting between
• Communication/Messaging, Program Developed strong organizational and communication skills through coursework and volunteer activities.
• Gained strong leadership skills by managing projects from start to finish.
• Applied effective time management techniques to meet tight deadlines.
• Skilled at working independently and collaboratively in a team environment.
• Cultivated interpersonal skills by building positive relationships with others.
• Self-motivated, with a strong sense of personal responsibility.
• Demonstrated creativity and resourcefulness through the development of innovative solutions.
• Drive implementation of workflow initiatives, to help develop department policies and include all training, documentations and records
• Manage workflow tracking to report status of projects and highlight topics for management review
• Strong focus on tracking, measuring and reporting on progress towards team and organization's goals.
• Completed monthly reports, created presentations and pro-actively participated in weekly team meetings with the stake holders and also with the managers
• Mentored and trained new hires in this role.
• Provide customer Guidance on Amazon.com.
• Assisted customers with account inquiries, order status updates and returns in a fast-paced environment.
• Maintained Knowledge on all products sold on Amazon to ensure accurate responses to customer questions about product features and functionality.
• Communicated effectively with internal teams regarding escalation issues or escalation from customers as well as other associates for assistance when needed.
• Reduced average ticket time by 29% through effective use of scripts and trained on new tools/systems.
• Been a part of multiple Pilot Projects.
• Trained 170+ new hire associates.
• Supersede or refunded accounts for lost or misplace packages.
• Researched, calmed and rapidly resolved customers account.
• Managed chat flow up-to 4 consecutive chats in a queue.
• Evaluated customer needs and feedback to drive product and service improvements.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Educated staff on organizational mission and goals to help employees achieve success.
• Collected, arranged, and input information into database system.
• Devised and implemented processes and procedures to streamline operations.
• Lead and developed a team of young and energetic professionals to improve the Tron process.
• Worked on a continuous improvement update project (clickable) for 2 months which turned out be successful.
• Worked in pilot projects and maintained the business targets
• Understand and analyze issues and make best use of the available resources to resolve it.
• Analyze performances metrics to help achieve business targets.
• Meet predetermined and assigns productivity targets and quality standards.
• Prepare project oversight reports and presentations.
• Team management involves training, taking sessions, coaching and feedback to the associates.

• Produced monthly reports using advanced Excel spreadsheet functions.
• Spearheaded data flow improvement
• Collecting and interpreting data
• Identifying patterns and trends in data sets
• Working alongside teams within the business or the management team to establish business needs.
• Defining new data collection and analysis processes
• Helping develop reports and analysis
• Corrected data entry errors to prevent duplication or data degradation.
• Searched, extracted and interpreted information to determine correct input procedure.
• Organised, sorted, and checked input data against original documents.