Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Hobbies and Interests
Activities
Timeline
Generic
Sowmya Aitharaju

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
khammam
01.2015

Bachelor Of Technology - ECE

Sridevi women' s engineering college
Hyderabad
01.2013

Board Of Intermediate Education - MPC

Oxygen junior college
khammam, Andhra pradesh
01.2009

Board Of Secondary Education - SSC

Triveni talent school
khammam, Andrapradesh
01.2007

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
Sowmya Aitharaju