Naga Soma Sekhar Goriparthi

In the Interim Team Lead position, I guide a team in delivering exceptional customer interactions for Optus, leveraging my expertise in digital interactions and sales. Key responsibilities include coordinating team activities, optimizing workflows, providing targeted coaching, and ensuring adherence to service standards. I prioritize strategic problem-solving and efficient team management to meet performance targets while supporting professional development within the team. This role builds on my five years of experience at 247.ai, where I have honed my skills in customer retention, digital engagement, and effective communication, aligning with a goal to transition into a full-time leadership role.

• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Evaluated customer needs and feedback to drive product and service improvements.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Educated staff on organizational mission and goals to help employees achieve success.
• Developed effective improvement plans in alignment with goals and specifications.

• Utilized active listening skills to identify customer needs and provide appropriate solutions.
• Responded to customer requests for products, services, and company information.
• Cross-trained and backed up other customer service experts.
• Sought ways to improve processes and services provided.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

As an Interim Process Trainer, I lead product and process training for new hires in the sales process, with a targeted focus on building capability, confidence, and a goal-oriented approach. Over the 15 months, I have developed and delivered comprehensive training programs that familiarize new team members with key sales strategies and service standards, ensuring a smooth onboarding experience. My role emphasizes interactive learning and consistent performance tracking, driving both personal and professional growth. Leveraging my extensive experience in digital interaction and customer service, I support team excellence through structured training and constructive feedback

• Trained and mentored 100+ new personnel hired to fulfill sales expert roles.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Facilitated virtual, in-person and blended learning sessions.
• Provided coaching and mentoring to employees.

• Delivered high-impact customer support for Optus, focusing on retention, sales and service excellence
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.