Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Personal Information
Rewards And Recognition
Timeline
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Sai Sushmitha Manda (SR ERC Associate)

KHAMMAM

Summary

I am a qualified Human Resources Generalist with almost 3.5 years of experience in HR generalist and customer service representation roles in product and service - based companies. Strong creative and analytical skills. Team player with an eye for detail. Customer-oriented sales professional with several years of experience building relationships, cultivating partnerships and growing profit channels. Strategic-thinking leader with expertise in expanding network connections, persuasively introducing products, territory development, and revealing customer needs to deliver solutions.

Overview

Work History

Senior ERC Associate

Amazon Development Centre
  • Lead a team of 10 members and ensure that they deliver the results by helping the clients with the issues that they have
  • Maintaining track of the activities that they do and provide them the feedback
  • Working closely with the program team and do the root cause analysis of the issue
  • Assist clients with the escalation issues by taking call
  • Contribute to MRR
  • Working closely with the operations and management teams of different organization
  • Ensure smooth onboarding of the clients into Amazon and assist them with their queries
  • Assist all levels of employees with their time card payments, BGV'S, Health Insurance related issues, and relieving letters etc

CS RESOLUTION SPECIALIST & SME, INTERNATIONAL PHONE & CHATS (IN)

Amazon Development Centre
  • Acted as a L2 escalation person and assist Customer Service Associates with complex issues that they need help with and also handle issues escalated by customers
  • Listening to the customer concern attentively, researching and verifying things about the issue based on the information provided by the customer and providing them with the best resolution
  • Tracking and analysing associate's performance and give them feedback on basis of their metrics
  • Also assisting them with the process as a subject matter expert

INTERNATIONAL PHONES, CHATS & EMAILS (NA)

Development Centre
  • Reading and Listening to the customer concern attentively, researching and verifying things about the issue based on the information provided by the customer
  • Assisting the customer with everything from creating an account, placing an order, maintaining the account security to helping them with other concerns related to their Amazon accounts
  • Providing customers with satisfactory resolution to make sure we make sure we keep the organizations promise of being the 'Earth's most customer-centric company'

Education

B.Tech - Technology

BHOJ REDDY ENGINEERING COLLEGE FOR WOMEN
01.2018

Intermediate -

SREE CHAITANYA JUNIOR COLLEGE
Vijayawada, AP
01.2014

High school or equivalent -

GORKEY PUBLIC SCHOOL
KHAMMAM, TELANGANA
01.2012

Skills

  • Microsoft Office
  • Peoplesoft
  • Customer Experience
  • Complaint Handling
  • Negotiation
  • Business Insights
  • Time management
  • Problem solving
  • Preparing Reports
  • Exceptional Communication
  • Leadership
  • Analytical Thinking
  • Quick learner
  • Determination
  • Will power

Languages

  • English
  • Telugu
  • Hindi

Hobbies and Interests

  • Gardening
  • Listening Music
  • Cooking
  • Reading Novels and Short Stories

Personal Information

  • Date of Birth: 12/19/96
  • Nationality: Indian
  • Marital Status: Single

Rewards And Recognition

  • Customer Centric Award: Won the one of the highest ranked awards within the organization for being the best and exceptional support for the team for about more than 6 quarters in a row.
  • Striker, Best Avenger and Best Player Awards: These are the awards given for the employees who are in the top 10% of the entire skill.
  • Got the opportunity to be one of the best employees in the skill and won many awards.
  • Also received many more rewards and got the recognition for the efforts that I have put in.

Timeline

Senior ERC Associate

Amazon Development Centre

CS RESOLUTION SPECIALIST & SME, INTERNATIONAL PHONE & CHATS (IN)

Amazon Development Centre

INTERNATIONAL PHONES, CHATS & EMAILS (NA)

Development Centre

B.Tech - Technology

BHOJ REDDY ENGINEERING COLLEGE FOR WOMEN

Intermediate -

SREE CHAITANYA JUNIOR COLLEGE

High school or equivalent -

GORKEY PUBLIC SCHOOL

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Sai Sushmitha Manda (SR ERC Associate)