Sneha Poyyara

• Demonstrated strong problem-solving skills by resolving customer issues during first call/email/chat.
• Facilitated communication between customers and other departments to facilitate resolution.
• Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
• Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
• Developed and implemented sales strategies to meet customer needs and increase revenue.
• Cultivated relationships with existing customers to encourage repeat business.
• Analyzed market trends and competitive landscape to identify opportunities for growth.
• Created reports detailing the status of all open cases and recommended improvements to processes or procedures based on findings.
• Adhered to established service level agreements while handling customer escalations.
• Maintained accurate records of all interactions with customers in the CRM system.
• Recognized patterns in escalated complaints from customers across multiple channels such as phone, email, chat, and proactively addressed them before they become systemic problems.
• Referred unresolved customer grievances to designated departments for further investigation.
• Systematically expanded product understanding to meet sales targets.
• Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.

Role within Customer Experience (Escalation Dept):

• Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
• Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement.
• Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
• Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Identified and resolved discrepancies and errors in customer accounts.

Other key responsibilities:

• Achieved consistently high-quality scores by adhering to industry standards and best practices for call monitoring.
• Conducted calibration sessions with fellow quality specialists to ensure consistency in assessment criteria across the organization.
• Facilitated collaborative problem-solving sessions with agents and supervisors, fostering a team-oriented approach towards achieving shared goals around customer experience enhancement.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• With the help of Call Quality Analyst - these tasks was additional responsibility for enhancing personal as well as team’s performance.
• Collaborated with subject matter experts to create accurate training content.
• Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
• Led cross-functional team to update training curricula, keeping pace with industry changes.
• Promoted culture of continuous improvement by initiating regular training feedback loops.
• Established and maintained quality control standards.

• Answered customer inquiries and provided accurate information regarding products and services through calls/email/chat
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Managed escalated customer complaints in a timely manner.
• Researched customer complaints and provided appropriate solutions.
• Organized, tracked and monitored verification activities in a timely manner.
• Reviewed customer profiles for completeness and accuracy according to company standards.
• Identified discrepancies between customer information provided by the client and verified sources.
• Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
• Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
• Streamlined response times for efficient email support, improving overall customer experience.
• Successfully resolved escalated cases through active listening, empathy, and effective problem-solving techniques.
• Proactively sought out additional training resources to stay current on industry trends and improve personal skills as an Email Support Representative.
• Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
• Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.