Sanaa Mohandas
Hyderabad
Overview
8
8
years of professional experience
Work History
Virtual Assistant
Upwork
hyderabad, India
10.2023 - Current
- Monitored email inboxes, prioritised messages, and ensured timely responses to important communications.
- Answered calls and emails efficiently, offering round-the-clock client and customer care.
- Handled incoming calls and emails, providing prompt responses or directing queries to appropriate departments.
- Maintained organised calendar covering team meetings, trips and appointments.
- Adapted quickly to new technologies and software, demonstrating a commitment to continuous learning and development.
- Updated client correspondence files and noted additions in file index.
- Answered phones and performed clerical office functions to address queries, concerns and issues, escalating complaints to management.
- Utilised excellent communication and interpersonal skills to liaise effectively with international clients and customers.
- Conducted comprehensive internet research to support business development initiatives and prepare reports.
- Managed information on company databases for different organisational activities to track history and safeguard accurate information.
- Facilitated communication between different departments, acting as a key point of contact for project coordination.
- Scheduled and prepared for board meetings, including preparing agendas and taking minutes.
- Took messages from clients and relayed them to relevant staff promptly.
- Demonstrated exceptional data entry skills, inputting and processing high-volume data within shared drives.
- Assisted in the creation and maintenance of social media content, enhancing company's online presence and engagement.
- Handled inbound and outbound calls, providing exceptional customer service and resolving queries efficiently.
- Transcribed meeting minutes and distributed them to relevant parties, ensuring all action points were captured and followed up on.
- Drafted and proofread correspondence, reports, and presentations, maintaining a high standard of written communication.
- Organised virtual events, from planning stages to execution, ensuring smooth operation and positive feedback.
- Coordinated the onboarding process for new employees, including organising training sessions and preparing welcome packs.
Virtual Chat Agent
Grouppal
coimbatore, India
01.2023 - 08.2023
- Followed-up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints and solve problems.
- Responded to customer emails with accurate, professional replies.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Received calls and redirected individuals to relevant departments for smooth customer care.
- Attended to incoming enquiries within target timeframes.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Gave clients information about available products and services to build awareness.
- Attended regular training to enhance performance and expand knowledge.
- Established positive rapport with customers through various channels.
- Processed payments for clients and created invoices for outstanding balances.
Customer Support Specialist
upakara
coimbatore, India
01.2019 - 12.2021
- Maximised customer satisfaction by resolving service issues promptly.
- Resolved customer queries over phone and by email.
- Demonstrated empathy and patience in all customer interactions, building trust and resolving concerns effectively.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Developed and maintained detailed knowledge of company policies, procedures, and products to provide accurate information.
- Utilised CRM systems to track customer interactions and history, enabling more personalised support.
- Prepared detailed reports on customer service activities and outcomes for senior management review.
- Analysed customer feedback to identify trends and recommend improvements to services and products.
- Assisted customers with product-related questions, feedback and complaints.
Education
Bachelor of Arts - English Literature
Calicut University
Kozhikode, IN-KL01-2020
Skills
- Email management
- Appointment scheduling
- Project coordination
- Customer relationship management
- CRM utilization
- Virtual event organization
- Data entry
- Internet research
- Time management
- Report preparation
- Written communication
- Problem solving
- Customer support
- Client interaction
- Team collaboration
- Multitasking
- Client relations
- Social media knowledge
- Email handling
- Schedule management
- Microsoft Office proficiency
- Administrative support
- Flexibility in task handling
- Remote communication
- Decision making
- Email etiquette
- Data confidentiality
- Project support
- Task coordination
- Bookkeeping knowledge
- Typing speed and accuracy
- Office administration
- Inter-office communications
Timeline
Virtual Assistant
Upwork
10.2023 - Current
Virtual Chat Agent
Grouppal
01.2023 - 08.2023
Customer Support Specialist
upakara
01.2019 - 12.2021
Bachelor of Arts - English Literature
Calicut University