Sowjanya Akula
Hyderabad
Summary
Customer-focused professional with expertise in customer service, technical support, and back-end operations with 7+ years of experience. Resolved complex issues through effective communication and problem-solving, consistently meeting SLAs. Leveraged CRM systems to enhance customer satisfaction and drive team success through dedicated service.
Overview
1
1
Certificate
8
8
years of professional experience
Work History
Senior Customer Service Representative
Cognizant Technology Solutions
Hyderabad
03.2023 - 07.2025
- Resolved complex queries, delivering high-quality, accurate service within agreed timescales.
- Trained new customer service representatives, imparting essential skills and company policies for quality service provision.
- Maintained detailed records of customer interactions, transactions, and feedback for quality assurance and training.
- Utilised CRM systems to track and manage customer queries, ensuring accurate follow-ups and timely responses.
- Ensured adherence to process guidelines and maintained high accuracy and productivity levels.
- Managed day to day resourcing and team performance to provide high-quality service and KPI attainment.
- Trained, coached and mentored new and existing team members with full ownership of training plans.
- Contributed to continuous process improvement and delivered consistent performance recognized by management.
- Collaborated with team members to resolve complex mapping issues and meet project timelines.
- Reviewed geographic information, performed quality checks, and updated location-based data to enhance user experience.
- Analyzed and validated digital map data to improve accuracy and quality of mapping services.
- Maintained high level of product and technical knowledge.
Customer Service Associate (Email & Chat Support – Google Process)
Accenture Solutions Pvt. Ltd.
Hyderabad
08.2018 - 07.2022
- Provided customer service and technical support for Google Store purchases, including email and chat assistance for product delivery and order-related issues.
- Delivered exceptional service by promptly addressing customer queries via email and live chat.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Ensured all customer interactions met Service Level Agreement (SLA) requirements and quality benchmarks.
- Achieved performance metrics consistently at or above published standards for skill group.
- Resolved complaints calmly and professionally, offering tailored solutions to enhance customer satisfaction.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Supported troubleshooting for Google mobile devices, ensuring timely and effective issue resolution.
- Responded to customer service enquiries in a timely and precise manner.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Updated service protocols regularly to ensure compliance with regulatory standards and improve service delivery.
Customer Service Associate (Voice Process)
Sitel India Pvt. Ltd.
08.2017 - 07.2018
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Managed inbound calls in a fast-paced environment, consistently achieving resolution on first contact.
- Delivered customer service support through voice process, addressing customer queries and ensuring issue resolution within defined SLAs.
- Demonstrated excellent communication skills and professionalism in handling customer interactions.
- Built rapport with customers through courteous and professional communications.
- Maintained productivity standards and contributed to achieving team performance goals.
- Promoted additional products and services to customers, enhancing sales.
Education
B. Tech - Electrical & Electronics Engineering
JNTU Hyderabad
Hyderabad, TG01-2017
Skills
- Salesforce CRM
- CRM systems
- Technical support
- Live chat support
- Data entry accuracy
- Customer relationship management
- Customer service expert
- Complaint resolution
- Customer retention strategies
- Process improvement
- Quality assurance
- Microsoft Office
- Excel proficiency
- Team building
- Active listening
- Patient attitude
- Mapping services
Certification
Forward and Reverse of Induction motor using Power contractors, Making the motor to work in both forward and reverse direction., 4 Months, Power contractor, toggle switch, adders, push buttons, pilot lamps, panel, B. Tech in Electrical & Electronics Engineering JNTU Hyderabad
Accomplishments
- Recognised by management as Best employee for delivering outstanding performance.
- Awarded for more csats.
- Recognized as best employee for Pitching more Norton Anti-Virus.
Timeline
Senior Customer Service Representative
Cognizant Technology Solutions
03.2023 - 07.2025
Customer Service Associate (Email & Chat Support – Google Process)
Accenture Solutions Pvt. Ltd.
08.2018 - 07.2022
Customer Service Associate (Voice Process)
Sitel India Pvt. Ltd.
08.2017 - 07.2018
B. Tech - Electrical & Electronics Engineering
JNTU Hyderabad