Summary
Overview
Work History
Education
Skills
Certificate of Appreciation
Certification
Accomplishments
Languages
Declaration
Timeline
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Sankeerth Eeturi

Hyderabad

Summary

Senior Operations Specialist with a track record of optimizing processes, driving operational excellence, and leading cross-functional teams. Skilled in analyzing complex data and developing strategic initiatives to meet business objectives. Strong leadership abilities and dedication to fostering a collaborative team environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr. Customer Service Operations Specialist

TUSA
Hyderabad
09.2023 - Current
  • Increased Customer Satisfaction: Boosted customer satisfaction ratings by 25% through effective management of support inquiries and feedback implementation.
  • Revenue Growth: Achieved a 30% increase in revenue within the first year by optimizing Amazon campaigns and improving product listings.
  • Quality Assurance Oversight: Oversaw quality assurance processes to ensure high standards in customer support.
  • Sales Increase: Drove a 20% increase in sales of Tusa vacuum cleaners and tire inflators through targeted Amazon campaigns.
  • Positive Feedback: Raised the number of positive customer reviews by 40% by ensuring prompt and effective resolution of customer issues.
  • Amazon Ratings: Increased Amazon product ratings from 3.2 to 4.6, one of the best in the vacuum segment.
  • Process Automation: Implemented AI technologies that automated 50% of routine customer support tasks, freeing up team resources for more complex issues.
  • Return Rate Reduction: Reduced product return rates by 15% through improved customer education and support.
  • New Product Ideas: Ideated and contributed to the development of new product lines, including the launch of the Cadlee cutlery brand.
  • Strategic Meets: Participated in strategic planning sessions to align customer support with broader company goals.
  • Working as the head of the team and maintaining customer satisfaction and KPIs.
  • Conducted regular performance reviews, evaluated team performance, set goals, and provided feedback to support professional growth and team development.
  • Providing support end to end to stand out for customer satisfaction
  • Maintaining reports and MIS on day-to-day operations as per requirement

SR ESUPPORT OFFICER

KNOAH SOLUTIONS
Hyderabad
02.2022 - 02.2023
  • Achieved a 98% accuracy rate in daily auditing of bills received from the store on a real-time basis.
  • Improved tax validation accuracy by 15% to ensure taxes on products charged on the bills were properly calculated.
  • Improved documentation accuracy for better record-keeping and compliance with auditing standards.
  • Consistently completed 100% of bills assigned within the timeline and SLA requirements, maintaining a perfect record for on-time completion.
  • Decreased AHT by 20%, aligning with management expectations and improving overall efficiency.
  • Reduced escalations through timely reporting and resolution, to better overall customer satisfaction.
  • Conducted root cause analysis for recurring audit issues.
  • Handling team and maintaining TAT in day-to-day operations.

EXECUTIVE SUPPORT

WIPRO PRIVATE LIMITED
Hyderabad
04.2018 - 11.2020
  • Improved TAT by 20%, ensuring faster resolution of customer and vendor issues.
  • Managed vendor interactions through email and phone, resolving 98% of invoicing and payment issues.
  • Streamlined invoice processing, reducing processing time by a greater extent.
  • Consistently delivered high-quality work, adhering to quality standards and client specifications.
  • Resolved client and customer queries within the initial response period.
  • Published daily MIS reports with accuracy and timeliness.
  • Resolved transaction-related issues by acting as an end user.
  • Strengthened vendor relationships, improving response times and service reliability by 10%.
  • Implemented process improvements in invoice handling, decreasing errors by 20%.
  • Working as an end user and delivering high quality work.
  • Client support and coordination

Education

Bachelor Of Commerce -

Osmania University
05.2022

Skills

  • Customer Experience Management (CEM)
  • AI-Driven Support Tools (ChatGpt,MidJourney etc)
  • Omni-Channel Communication
  • CRM Software Proficiency
  • Data Analytics and Reporting
  • Technical Support and Troubleshooting
  • Real-Time Query Resolution
  • Cost-reduction Strategies
  • Customer Journey Mapping
  • SaaS Tools Proficiency
  • Advanced Problem-Solving
  • Performance Metrics Analysis
  • Workflow Optimization
  • MS Office and excel
  • Power point presentations
  • Project management
  • Quality Assurance Controls
  • Customer Data Confidentiality
  • Relationship Building

Certificate of Appreciation

  • Received a Certificate of Appreciation from Goethe-Zentrum Hyderabad for coordinating World Music Day.

Certification

  • Certification in broad band technical and soft skills learning from the Govt of India

Accomplishments

    Awarded Employee of the Quarter at TUSA for exceptional performance in managing customer support, optimizing Amazon campaigns, and implementing AI-driven tools. Recognized for significantly increasing product ratings and revenue while enhancing team efficiency and customer satisfaction.

Languages

  • English
  • Hindi
  • Telugu
  • German (Beginner - A1)

Declaration

  • I hereby declare that the details and information given above are complete and true to the best of knowledge

Timeline

Sr. Customer Service Operations Specialist

TUSA
09.2023 - Current

SR ESUPPORT OFFICER

KNOAH SOLUTIONS
02.2022 - 02.2023

EXECUTIVE SUPPORT

WIPRO PRIVATE LIMITED
04.2018 - 11.2020

Bachelor Of Commerce -

Osmania University

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Sankeerth Eeturi