Sowjanya Pendyala
Senior Consultant
Visakhapatnam
Summary
Enthusiastic Senior Customer Service Representative with more than 8 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
12
12
years of professional experience
Work History
Senior Consultant
Wipro limited
06.2024 - 01.2026
- Led day-to-day operations for the TPT Retirement Solutions project, ensuring smooth service delivery and achievement of business objectives.
- Oversaw team performance through meticulous tracking of KPIs, quality metrics, productivity, attendance, and SLA adherence.
- Provided coaching, mentoring, and feedback to team members to improve performance and skill development.
- Allocated workloads effectively to ensure timely completion of customer requests and operational tasks.
- Functioned as central point of communication between team members, management, and stakeholders regarding project updates and issue resolution.
- Handled escalations and ensured complex customer cases were resolved within defined timelines.
- Created Knowledge articles for agents to review on calls, to help customers understand and navigate better on their queries.
- Designed training programs for live chat and phone interactions for customer service representatives. Created assessments and exercises to improve phone and chat communication skills.
- Handled chat and calls in test environment.
- Public
Senior Service Analyst
Accenture
06.2024 - 01.2026
- Provided exceptional customer support to Telstra broadband service subscribers through various channels, including phone, email, and chat.
- Assisted customers with inquiries, technical issues, and billing concerns, ensuring their needs were met promptly and professionally.
- Managed billing inquiries, payment arrangements, and account adjustments, ensuring accurate billing and customer satisfaction.
- Facilitated seamless plan changes and upgrades based on customer preferences and needs.
- Ensured strict adherence to Telstra's policies, procedures, and industry regulations during all customer interactions.
- Activating customer’s Broad Band services, SME support for new batches, on calls with clients to provide information and suggestions in relation to process growth. Dealing with escalation calls for inbound team. Troubleshooting with customers to get the service activated by running few tests in NBN network portal and escalating things to NBN corporation as required.
- Date of Joining: 24/08/2020.
- Last day of work on 02/04/2022
- Public
Consultant
BCD Travel India Pvt ltd
05.2019 - 04.2020
- Coordinated with employees, travel vendors, and internal stakeholders to resolve booking-related queries and provide seamless travel support.
- Supported travel requirements for existing employees and new joiners attending onboarding programs at Deloitte University.
- Manage complex travel schedules and itineraries, ensuring efficiency and cost-effectiveness.
- Handle travel emergencies and changes, such as cancellations or delays, with prompt and effective solutions.
- Maintain accurate client records and travel documentation, ensuring compliance with company and industry standards.
- Assisted senior travel consultants in preparing travel itineraries and reservations.
- Supported high-volume travel requests during onboarding cycles and business events while meeting service-level expectations.
- Public
Consultant
24/7 Pvt Ltd
08.2016 - 10.2018
- Skilled in operating Amadeus GDS to arrange flight, hotel, and additional travel services.
- proficient in itinerary planning, fare evaluation, and booking management.
- Knowledgeable about Amadeus commands and functionalities.
- Skilled in utilizing the Sabre GDS to facilitate travel bookings and reservations.
- Skilled in fare policies, seating arrangements, and itinerary adjustments using Sabre.
- Familiar with Sabre Red Workspace and Sabre formats.
- provided outstanding customer support by leveraging Amadeus and Sabre GDS systems for booking flights, accommodations, and ground transportation for clients.
- Exhibited proficiency in developing comprehensive travel itineraries, performing fare searches, and acquiring budget-friendly travel options.
- Collaborated effectively with clients, resolving travel-related inquiries and ensuring a smooth booking experience.
- Tools Used: GDS applications Amadeus and worldspan. Voyager is the application used to service the customer by retrieving the customer reservations
- Public
- Developed strong relationships with clients to enhance customer satisfaction and loyalty.
Customer support Officer
Wipro
07.2014 - 05.2016
- Assist associates with their Payroll issues through inbound calls and emails.
- Guide HR/Managers to process various employment and payroll transactions through the process related tools and resources.
- Member of the email support team.
- Serve as the first point of contact for employees and managers, responding to inquiries related to HR policies, procedures, and benefits.
- Assist with HR transactions, including employee onboarding, offboarding, payroll inquiries, and leave management.
- Provide guidance on company policies and procedures, ensuring compliance with labor laws and regulations.
- Process HR documentation, including new hire paperwork, change of status forms, and benefits enrollment materials.
- Resolve employee concerns and disputes through effective communication and problem-solving.
- Maintain accurate and confidential employee records and HR documentation.
- Collaborate with HR team members to address complex issues and provide seamless support.
- Tools used: PeopleSoft Oracle 9.1, Citrix, SAP, HRCMT, Doc’s Online
- Public
Education
Bachelors - computer science engineering
Sri Prakash College of Engineering
Visa05-2013
Intercollege (Class 12) -
Sri Chaitanya Junior College
Visakhapatnam, India01-2009
Schooling (Class 10) -
Sri Ramakrishna Public School
Visakhapatnam, India01-2007
Skills
Corporate travel coordination
Reservation system proficiency
Travel logistics management
Travel arrangements facilitation
Experience with Amadeus and Sabre
Vendor relationship management
Stakeholder collaboration
Conflict resolution management
Project documentation
Flexibility
Accomplishments
- Collaborated with team of 12 in the development of a new project by creating knowledge articles for front office team in wipro for the project TPT retirement solutions.
- Supervised team of 16 staff members.
Timeline
Senior Service Analyst
Accenture
06.2024 - 01.2026
Senior Consultant
Wipro limited
06.2024 - 01.2026
Consultant
BCD Travel India Pvt ltd
05.2019 - 04.2020
Consultant
24/7 Pvt Ltd
08.2016 - 10.2018
Customer support Officer
Wipro
07.2014 - 05.2016
Bachelors - computer science engineering
Sri Prakash College of Engineering
Intercollege (Class 12) -
Sri Chaitanya Junior College
Schooling (Class 10) -
Sri Ramakrishna Public School