Sophia Lawrence
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
8
8
years of professional experience
Work History
Process Specialist
Wipro
Hyderabad
04.2021 - Current
- Resolved cases through effective communication and problem solving techniques
- Identified opportunities for process improvements within the team
- Mentored junior team members and extended a helping hand in processing cases
- Analyzed process flow and identified areas of improvement
- Provided assistance in updating standard operating procedures
- Drafted work orders and provided assistance in performing Analysis of day to day tasks
- Maintained up-to-date knowledge of industry best practices and emerging technologies related to process management.
- Delivered fast and friendly service to handle questions.
Customer Service Associate (C) Search & Rescue
Amazon Development Centre India Pvt. Ltd
Hyderabad
03.2017 - 04.2021
- Specialized in taking Customer Escalation Contacts (North America)
- Assisted in blocking customer IDs - repeat contact escalations
- Create Repeat Contacts SYSKA alerts (Treatment 1, Treatment 2, blocked channel, restricted, and SYSKA Admin Tool)
- Helping customers in Amazon's shipping selection system to drop a carrier to the very bottom of the priority list, where a customer has escalated about Amazon's choice of carrier, or even when it's obvious by account history of customer having multiple issues with the carrier
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Trained new customer service associates, fostering culture of excellence and continuous improvement.
- Coordinated with logistics and inventory teams to ensure product availability and timely delivery.
- Enhanced customer loyalty by providing personalized service and attention to detail.
Education
MBA - HR, Hyderabad
Vivekananda Junior
03.2020
B.Tech -
Ashoka Institute of Engineering And Technology " Hyderabad
03.2013
Intermediate - MPC
Sri Chaitanya Junior College " Hyderabad
03.2009
SSC -
Sri Chaitanya Junior College " Hyderabad
03.2009
Intermediate (MPC) -
Little Angels High School " Hyderabad
03.2007
Skills
- Data Analysis Skills
- Lean six sigma
- Customer service
- Communication skills
- Microsoft excel
- Multitasking Abilities
- Salesforce
- Case studies
- Process analysis
- Process improvement
Disclaimer
I hereby declare that the above mentioned information is strictly true and genuine to the best of my knowledge.
Timeline
Process Specialist
Wipro
04.2021 - Current
Customer Service Associate (C) Search & Rescue
Amazon Development Centre India Pvt. Ltd
03.2017 - 04.2021
MBA - HR, Hyderabad
Vivekananda Junior
Intermediate - MPC
Sri Chaitanya Junior College " Hyderabad
SSC -
Sri Chaitanya Junior College " Hyderabad
Intermediate (MPC) -
Little Angels High School " Hyderabad
B.Tech -
Ashoka Institute of Engineering And Technology " Hyderabad
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