Sandhya Chilla
Hyderabad
Summary
Highly motivated and professional in learning things. I am seeking a new role which leverages my skill set and provides a conducive environment to further enhance my learning/skill sets with higher scope of responsibilities. Possess good communication and interpersonal skills with a proven ability to work independently and as part of a team.
Overview
2
2
years of professional experience
Work History
SENIOR MANAGEMENT ESCALATION
GVK EMRI
10.2024 - Current
- Experience in escalation or technical support management.
- Managed escalated caller inquiries, ensuring timely and effective resolution to enhance satisfaction.
- Developed and implemented strategies for handling escalated calls, improving resolution rates.
- Working collaboratively to identify and assess escalations — covering individual — as well as defining the escalation process, de-escalation strategy and exit criteria
- Take ownership of the escalation process for specific caller concern for service related issues.
- The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customer's problems in order to gain complete caller satisfaction.
- Operate in a fast paced environment with proven ability to manage multiple escalations simultaneously.
Customer Care Officer
ONEPLUS INDIA (AASMA MICROBIZ PVT LTD)
07.2023 - 10.2024
- To work closely with various teams – sales, service & teller and inventory, in order to achieve a high level of customer satisfaction together with operational efficiency.
- Cross check whether service cleanliness and hygiene audits for branch’s appearance and its maintenance. Develop good customer relationships.
- Be updated with policies, and work guidelines regularly, and refer to relevant materials and online resources for taking appropriate actions.
- Researching on the subject matter and gain expertise and knowledge in technical updates.
- Take initiative to make the process easy and achieve teamwork.
- Handling escalations and sorting out issues raised by customers.
- Smooth out problems within the workplace.
- Address employee and customer concerns. Collaborate with other Technical support representatives to share knowledge and best practices for issue resolution.
- Listen actively to customer complaints, empathize with their concerns, and provide solutions or work arounds.
Education
Computer Science Engineering -
CHEBROLU ENGINEERING COLLEGE
05.2022
Board of Intermediate - undefined
Bhavana Junior College
07.2018
SSC Secondary School Certificate - undefined
SRI VISHWASHANTHI TECHNO SCHOOL
03.2016
Skills
- Strong organizational and time-management skills
- MS EXCEL, MS OFFICE
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
LANGUAGES
ENGLISH
HINDI
TELUGU
Timeline
SENIOR MANAGEMENT ESCALATION
GVK EMRI
10.2024 - Current
Customer Care Officer
ONEPLUS INDIA (AASMA MICROBIZ PVT LTD)
07.2023 - 10.2024
Board of Intermediate - undefined
Bhavana Junior College
SSC Secondary School Certificate - undefined
SRI VISHWASHANTHI TECHNO SCHOOL
Computer Science Engineering -
CHEBROLU ENGINEERING COLLEGE
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