Mercy Niharika Didde
Hyderabad
Summary
Senior Customer Service Representative with expertise in high-pressure, customer-centric settings. Demonstrated success in resolving intricate customer issues, enhancing satisfaction metrics, and implementing operational enhancements. Key strengths include effective communication, conflict resolution, and leadership that promotes team collaboration. Proven ability to drive positive change through innovative problem-solving strategies.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Representative
ADP
04.2024 - Current
- Supported US customers with payroll debit card inquiries and complaints, ensuring 99% query resolution within SLA timelines.
- Collaborated with CRM development teams and participated in the pilot batch for process improvements.
- Managed multiple inbound calls daily, addressing client concerns and escalating complex issues to appropriate teams.
- Managing a high volume of calls.
- Providing Excellent customer service and building relationships.
Quality Control Specialist
COGNIZANT TECHNOLOGY SOLUTIONS
06.2023 - 03.2024
- Conducting audits and, based on observations, conducting refresher sessions for the team.
- Acting as a bridge between associates and Management.
- Monitoring the operators work and checking their quality.
- Discussing Errors with the team and helping them in maintaining the productivity of the team.
Senior Customer Service Representative
COGNIZANT TECHNOLOGY SOLUTIONS
Hyderabad
09.2021 - 06.2023
- Working closely with AI in order to make the appointments for the clients by providing managed services.
- Training and Mentoring new hires, resulting in stronger staff development and increased productivity.
- Trained the AI to conversational Interfaces to understand user inquiries and to provide relevant responses.
- Participated in activities designed to improve customer satisfaction and business performance.
- Maintaining follow-up work lists assigned by the supervisor or manager.
- Responsible for process control and leading process improvement efforts to refine quality assurance protocols and increase compliance with quality goals.
- Perform quality inspections on AI responses, and conduct data analysis of quality metrics using QMS through the policy.
- A formalized system that documents processes, procedures, and responsibilities for achieving quality policies and objectives.
Business Development Associate
Think And Learn Private Limited
08.2020 - 02.2021
- Cold and Warm calling along with counseling the students to analyze their learning pattern and make BYJU'S App the best catalyst for their best learning.
- Enrolling up the students with BYJU'S Premium.
- To connect with students and parents across the country and explain to them in person about BYJU'S and how it helps the students learn not just for exams, but much beyond.
- Be responsible for mentoring students and play a key role in their learning journey.
- Successfully generated revenue of 18 Lakhs with 30+ satisfied customers.
Education
Bachelor of Technology - Electronics And Communication Engineering
KG Reddy College Of Engineering & Technology
Hyderabad, TS09-2020
TELANGANA BOARD OF INTERMEDIATE EDUCATION - Mathematics, Physics, And Chemistry
Sri Chaitanya Junior Kalasala
Hyderabad, TS03-2016
Secondary School Certificate -
Rock Woods High School
Hyderabad, TS03.2014
Skills
- Customer Relationship Management (CRM)
- B2C Sales / Account Management
- Problem-solving & Issue Resolution
- Customer Engagement & Retention
- Outbound Calling & Email Communication
- HTML5
Languages
English, Telugu, Hindi
Awards
Awarded as Best performer of the month in four consecutive months in 2022, Certified as Best Performer as Qc (Research), Awarded second prize in poster Presentation in college level.
Disclaimer
I hereby declare that all the information furnished above is true to the best of my knowledge and belief Place: Hyderabad Date: 2025-07-02
Timeline
Senior Customer Service Representative
ADP
04.2024 - Current
Quality Control Specialist
COGNIZANT TECHNOLOGY SOLUTIONS
06.2023 - 03.2024
Senior Customer Service Representative
COGNIZANT TECHNOLOGY SOLUTIONS
09.2021 - 06.2023
Business Development Associate
Think And Learn Private Limited
08.2020 - 02.2021
Bachelor of Technology - Electronics And Communication Engineering
KG Reddy College Of Engineering & Technology
TELANGANA BOARD OF INTERMEDIATE EDUCATION - Mathematics, Physics, And Chemistry
Sri Chaitanya Junior Kalasala
Secondary School Certificate -
Rock Woods High School
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