Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
INTERESTS/HOBBIES
Timeline
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Sonumon ES

Sonumon ES

Hyderabad

Summary

Dynamic and client-centric professional with 6 years of experience specializing in digital communication and chat-based support. Proven track record of consistently meeting performance metrics, managing customer interactions, and driving customer satisfaction. Seeking a People Manager role to leverage leadership, conflict resolution, and performance management skills to enhance employee satisfaction and drive operational excellence. Adept at coaching, mentoring, and utilizing data-driven insights to lead teams effectively, with a passion for fostering a positive and productive work environment.

Overview

7
7
years of professional experience

Work History

Online Chat Support Analyst

Keyloop
Hyderabad
07.2024 - Current
  • My role involved handling chats professionally, understanding customer queries, and providing prompt resolutions while bridging the gap between the appropriate department and the customer's needs.
  • Built positive relationships with customers by providing excellent service and responding promptly to inquiries.
  • Received 'Best Performer' recognition on multiple occasions from process leads by achieving and exceeding target metrics.

Email Marketing Specialist

Brolly Software Solutions Private Limited
Hyderabad
03.2023 - 05.2024
  • Promptly managed email marketing campaigns, including content creation, audience segmentation and sending reminder and follow-up emails to increase open rates and drive conversions.
  • During my tenure, I had the opportunity to learn skills such as designing and updating existing websites using Hostinger platform.
  • Had the privilege and opportunity to collaborate with the design team to create visually appealing graphics and layouts for digital platforms, supporting content strategy.

Sr. Chat Support Specialist

24-7 inTouch
Hyderabad
01.2021 - 01.2023
  • Process support to one of the leading network company budding in mobile services platform in the USA.
  • Analyze, troubleshoot, upselling and report issues reported by the customers to technical team and operations leadership to get them addressed with higher priority.
  • Assisted the team and monitored performance metrics and provided actionable insights to improve efficiency.

Sr. Customer Support Executive

Qconneqt Business Solutions
Hyderabad
10.2018 - 07.2020
  • Responsible for handling chats, emails, calls and providing efficient customer support for all the first line issues related to one of the leading Banking company.
  • Providing floor support to Nesting teams. Trained and mentored new hires on floor, reducing onboarding time and ensuring adherence to process requirement standards.
  • Giving insights and feedbacks to quality and Team leaders. Conducting refresher sessions regarding process updates.

Education

BBA -

Pragnya Degree College
Hyderabad

Skills

  • Conflict Resolution
  • Critical Thinking
  • Customer Relationship Management
  • Customer service
  • Decision Making
  • Performance Management
  • Operational Excellence
  • Process Optimization
  • Mentorship & Training
  • Excellent Communication Skills
  • Collaboration
  • Root Cause Analysis
  • Designing
  • Content Creation
  • Upselling

Affiliations

  • Developed or Improved a existing Knowledge portal for customer support (2019)
  • Freelancing customer support, content writing via digital communication channels for an entrepreneurial venture.

Accomplishments

  • Best Quality Performer Award (2021)
  • Achieved highest sales metrics on multiple occasions(2022)

INTERESTS/HOBBIES

  • Psychology Enthusiast
  • News Articles, Trend-aware
  • Astrology
  • Sports
  • Travelling/Exploring.

Timeline

Online Chat Support Analyst

Keyloop
07.2024 - Current

Email Marketing Specialist

Brolly Software Solutions Private Limited
03.2023 - 05.2024

Sr. Chat Support Specialist

24-7 inTouch
01.2021 - 01.2023

Sr. Customer Support Executive

Qconneqt Business Solutions
10.2018 - 07.2020

BBA -

Pragnya Degree College

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Sonumon ES