Saikumar Goud Gullaiahgari
Resolution Generalist
3-36, Quthbullapur,Chintal,Hyderabad,MH
Summary
Thorough Senior Analyst with over a 9 year background in Customer support & Business Operations. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in data modeling and client management. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Resolution Generalist
IKEA India Pvt Limited
08.2023 - Current
- Handling social media, consumer forum escalations to resolve issues related to incorrect orders, damaged items, or payment problems through calls, email and chat.
- Provide detailed, accurate information to help customers understand and resolve their issues.
- Coordinate with other departments (e.g., inventory, shipping) to address complex queries.
- Keep a record of all email, chat, Social media and Consumer forum cases for future reference and to identify the recurring issues.
- Supported employee growth by providing constructive feedback during performance evaluations.
- Provided exceptional service to clients, resulting in increased retention rates and positive feedback.
- Ensure that all actions and communications comply with consumer protection laws and regulations.
- Clearly and professionally communicate with both the consumer forum and the consumer to facilitate resolution.
- Use integrated systems to manage and track customer interactions across different channels for a unified approach.
Senior Analyst
Wipro Limited
08.2017 - 06.2023
- Handle calls and client queries via both voice & non-voice channels based on customer preference.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints.
- Regularly review and assess user-generated content, such as posts, comments, images, and videos.
- ·Regularly review and assess user-generated content, such as posts, comments, images, and videos.
Phone Banker
Concentrix Daksh
04.2015 - 03.2017
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Delivered exceptional service by empathizing with customers during difficult situations and providing solutions in a timely manner.
Associate
Tata Business Support Services
10.2012 - 11.2014
- Worked varied hours to meet seasonal and business needs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased revenue by cross-selling and upselling products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Solved problems with products and services by providing customers with technical support
Education
Intermediate - MPC
Sri Chaitanya Junior College
Hyderabad, India 04.2001 -
10th -
Sat Gyan High School
Hyderabad 04.2001 -
Skills
Skills in creating engaging and brand-aligned content, including text, images, and videos
Understanding of various social media platforms and their best practices
Ability to troubleshoot problems related to orders, payments, and returns
Handling negative feedback or potential PR issues effectively
Coordinating with suppliers and managing inventory to ensure stock availability and order fulfillment
Schedule Coordination
Understanding of e-commerce platforms, payment gateways, and integration with other systems
Languages
English
Advanced (C1)
Certification
Certified [FLM], [Wipro Limited]
Acheivements
Best Performer of the Quarter (Jan 2024 - Apr 2024)
IKEA India Pvt Limited
Recognized for exceptional performance and contribution to team success.
- Topper of the Batch
Wipro Limited
Achieved the highest performance in training sessions, demonstrating superior skills and knowledge. - Emerging Team Player
Assisted nesting teams with a remarkable accuracy rate of 95%, highlighting strong teamwork and support capabilities.
Timeline
Resolution Generalist
IKEA India Pvt Limited
08.2023 - Current
Certified [FLM], [Wipro Limited]
01-2023
Senior Analyst
Wipro Limited
08.2017 - 06.2023
Phone Banker
Concentrix Daksh
04.2015 - 03.2017
Associate
Tata Business Support Services
10.2012 - 11.2014
Intermediate - MPC
Sri Chaitanya Junior College
04.2001 -
10th -
Sat Gyan High School
04.2001 -
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