Summary
Overview
Work History
Education
Skills
Websites
Certification
LANGUAGES
TOOLS | PLATFORMS
Hobbies and Interests
Timeline
Generic

SHEETAL RAO

Summary

Enthusiastic professional with 10+ years of overall experience, including 3+ years in Support Operations, focused on streamlining processes to boost organizational efficiency. Proven track record of improving turnaround times (TAT), removing unnecessary dependencies, and consistently achieving high CSAT scores. Passionate about building scalable systems, driving continuous improvement, and fostering team growth. Actively seeking opportunities to learn, excel, and contribute meaningfully to operational excellence.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Leader

Smart Staff
04.2024 - Current
  • Ensured exceptional service through chat, call, and email monitoring.
  • Tracked key metrics (CSAT, FRTAT, productivity) and addressed performance gaps, resulting in a 25% improvement in CSAT levels.
  • Conducted feedback sessions and team coaching for performance improvement.
  • Collaborated on bug resolution and optimized workflows.
  • Managed team shrinkage, attrition, and escalations effectively.
  • Delivered refresher training and process documentation.
  • Built dashboards and trackers for salary, escalations, and worker issues.
  • Tracked the quality of chats and email tickets with improved efficiency.
  • Presented weekly performance insights and actionable outcomes
  • Fostered a collaborative, feedback-driven team environment

Quality Assurance

Smart Staff
07.2023 - 03.2024
  • Monitored and enhanced support quality across chat, email, and call channels, by increasing in CSAT.
  • Implemented structured QA processes, tracked performance metrics, and coached team members to close service gaps.
  • Built and maintained dashboards to track escalations, salary concerns, and team productivity, supporting data-driven decisions.
  • Delivered refresher trainings and maintained process documentation to ensure service consistency and accuracy.
  • Led quality tracking of chat, calls and email tickets, significantly improving efficiency and response accuracy.
  • Proven experience in driving customer support excellence through QA monitoring, performance analysis, and team coaching.

Customer Support Associate

Smart Staff
06.2022 - 06.2023
  • Responded to customer inquiries through web chat, emails, application, and calls.
  • Collaborated with cross-functional teams to streamline support processes, improving response times.
  • Analyzed customer feedback to identify trends and recommend improvements to service delivery.
  • Managed escalated issues with professionalism, maintaining strong relationships with workers.
  • Engaged in dynamic conversations to generate customer interest and build strong business relationships
  • Delivered accurate and effective resolutions to customer inquiries and concerns
  • Ensure that First Response Time is maintained under 2 minutes, provide accurate resolutions, and adhere to quality standards. Escalate queries promptly when required.

Back Office Executive

Elite Motors
01.2020 - 05.2022
  • Managed data entry and document processing to ensure accuracy and compliance with company standards.
  • Handled end-to-end vehicle registration processes, ensuring accuracy and timely submissions in compliance with regulatory standards.
  • Managed backend administrative tasks, including data entry, document verification, and coordination with relevant departments.
  • Supported operational efficiency by streamlining backend workflows and maintaining organized records.
  • Collaborated with external agencies and internal teams to resolve registration-related issues promptly and effectively.
  • Maintained up-to-date logs and documentation for vehicle registration and backend operations.

Team Lead Sales Associate

Bharath Autocars
01.2019 - 12.2019
  • Led a high-performing sales team in the automotive industry, consistently achieving and exceeding monthly sales targets
  • Trained, coached, and motivated team members to improve product knowledge, customer handling, and closing techniques
  • Monitored individual and team KPIs, ensuring alignment with company goals and maintaining high-performance standards
  • Oversaw end-to-end sales operations, including lead distribution, customer engagement, financing, and vehicle delivery
  • Implemented sales strategies to boost customer conversion rates and enhance the overall customer experience

Sales Executive

Bharat AutoCars
01.2014 - 12.2018
  • Engaged with customers to identify their needs and recommended appropriate vehicle options based on preferences and budget
  • Delivered detailed product presentations, highlighting key features, financing plans, and special offers to drive purchase decisions
  • Maintained a strong pipeline of leads and consistently followed up to convert inquiries into successful sales
  • Met and exceeded individual sales targets through proactive client engagement and upselling techniques
  • Assisted customers with end-to-end sales processes, including documentation, financing, insurance, and registration
  • Built lasting customer relationships through excellent service and post-sale follow-up, increasing referral and repeat business
  • Kept up-to-date with industry trends, competitor offerings, and new product launches to stay competitive in the market

Education

Bachelor of Commerce - Accounting And Finance

S D PT F G College
Mangalore, India
08-2013

12th - Commerce

S D PT College Kateel
Mangalore, India
05-2010

High School Diploma -

Little Flower School
Mangalore, India
04-2008

Skills

  • Communication Interpersonal
  • Excellent verbal and written communication
  • Skilled in handling escalation calls, emails (inbound & outbound), and live chat conversations
  • Strong emotional intelligence and control
  • Ability to deal with people diplomatically
  • Organizational Managerial Skills
  • Time management and prioritization
  • Well-organized and detail-oriented
  • Team facilitation and collaboration
  • Multitasking under pressure
  • Adaptability to dynamic work environments
  • Process Improvement Learning
  • Innovation in streamlining workflows
  • Learning agility and a willingness to teach and mentor
  • Focus on continuous improvement in processes
  • Core Strengths
  • Hardworking and dedicated
  • Strong team player with leadership capabilities
  • Effective in delivering high-quality customer support

Certification

  • Sales caption

LANGUAGES

English
Upper intermediate (B2)
Hindi
Advanced (C1)
Kannada
Advanced (C1)
Tulu
Advanced (C1)

TOOLS | PLATFORMS

Communication Tools:

  • Slack
  • Google Meet & Microsoft team
  • Exotel call desk
  • ZOHO

Support & CRM Tools:

  • ZOHO
  • Fresh Chat
  • Fresh Desk
  • One View
  • Admin Dashboard
  • Remote onboarding tool

Analytics & Management Tools:

  • METABASE

Payment Gateways:

  • Razorpay
  • NEFT
  • Net Banking

Hobbies and Interests

Reading books & Novels, Dancing

Timeline

Team Leader

Smart Staff
04.2024 - Current

Quality Assurance

Smart Staff
07.2023 - 03.2024

Customer Support Associate

Smart Staff
06.2022 - 06.2023

Back Office Executive

Elite Motors
01.2020 - 05.2022

Team Lead Sales Associate

Bharath Autocars
01.2019 - 12.2019

Sales Executive

Bharat AutoCars
01.2014 - 12.2018

Bachelor of Commerce - Accounting And Finance

S D PT F G College

12th - Commerce

S D PT College Kateel

High School Diploma -

Little Flower School

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