Sowmya Aitharaju
Hyderabad
Summary
I wish to earn myself an identity of a valuable asset to my organization and build a value driven, exemplary career in the industry.
Overview
10
10
years of professional experience
Work History
Deputy Manager
Bharti Airtel
01.2023 - Current
- Company Overview: Home Delivery Organisation
- Ensuring High customer Orientation,and learning initiatives
- Coaching the Engineers and Wiremen to as per SOP to ensure customer experience
- Conducting Gate meetings to ensure slot adherence, maintain standards of Quality product delivery and service
- Reviewing Employee performance and taking corrective measures for better outcome
- Analyze the data inorder to unearth performance gaps and validate hypothesis.Proficiency in MS office mainly MS Excel
- Ability to independently work with cutting edge technologies and enable their quick and wide adoption in using different tools
- Troubleshooting different problems on field and providing appropriate solution on field by correcting the Network
- Home Delivery Organisation
Lead Customer Experience Coach
Flipkart
01.2022 - 01.2023
- Company Overview: EKART L & D
- Ensuring CX metrics are being met as per Ops target (CSAT, Escalations, Fake, UDBAD)
- Ground Connect /Hub Visit
- Design interventions for low performers
- One on One coaching
- Timely refreshers
- OJT
- Ensuring RCA(Escalation)
- Beat Audit with WM's to demonstrate behaviour changes
- Preparation of low performer improvement dashboard for the respective hubs (WTD, MTD)
- Support on time training to all offroll manpower - Zero callouts
- Monitor CX metrics,Conduct refreshers and create healthy competitive environment
- BBD Engagement, Offroll Induction ,LMS ,New process training, Minimum Manhours of Training (Induction/New Process/Refresher),EHS Score
- Conduction of CDP session (Assertive communication ,Mail Etiquettes) to Payroll employees
- EKART L & D
Online Customer service Associate
INDIAMART
02.2021 - 12.2021
- Guiding the Customers over issues facing in usage of Website
- Working on CRM
- Disposing the leads by having discussion in Telugu,Hindi,English depending on customer preference
Assistant Professor
Swarnabharathi Institute of science and technology
01.2015 - 01.2019
- Handled over 3 batches Engineering students
Assistant Professor
Bomma Institute of science and technology
01.2015 - 01.2019
- Handled over 1 batch of Engineering students
Education
Masters Of Technology - ECE
Sree kavitha engineering college
khammam01.2015
Bachelor Of Technology - ECE
Sridevi women' s engineering college
Hyderabad01.2013
Board Of Intermediate Education - MPC
Oxygen junior college
khammam, Andhra pradesh01.2009
Board Of Secondary Education - SSC
Triveni talent school
khammam, Andrapradesh01.2007
Skills
- Training ,mentoring
- Coaching
- MS EXCEL
- People management
Languages
English
Telugu
Hindi
Personal Information
- Date of Birth: 02/20/92
- Gender: Female
- Nationality: Indian
Hobbies and Interests
- Browsing
- Reading books
Activities
- Certified for a workshop on hacking techniques conducted by Virscent Technologies.
- Certification of IEEE for mini project presentation held at Sreenidhi Institute of Science & Technology.
- Certification of excellence for Paper Presentations on 4G-communication Sreenidhi Institute of Science and Technology.
- Certification of excellence for paper presentation in Osmania University.
- Certified for Prathiba Award from Govt of Andhra Pradesh in the year 2009.
- Received scholarship from MHRD for 4 years from 2009-2013.
Timeline
Deputy Manager
Bharti Airtel
01.2023 - Current
Lead Customer Experience Coach
Flipkart
01.2022 - 01.2023
Online Customer service Associate
INDIAMART
02.2021 - 12.2021
Assistant Professor
Swarnabharathi Institute of science and technology
01.2015 - 01.2019
Assistant Professor
Bomma Institute of science and technology
01.2015 - 01.2019
Masters Of Technology - ECE
Sree kavitha engineering college
Bachelor Of Technology - ECE
Sridevi women' s engineering college
Board Of Intermediate Education - MPC
Oxygen junior college
Board Of Secondary Education - SSC
Triveni talent school