Sudha R
Hyderabad
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
16
16
years of professional experience
Work History
Analyst, Sales Operations
Dell International Services
Hyderabad
06.2018 - 09.2023
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks
- Increased efficiency by streamlining data analysis processes and implementing automation tools
- Developed comprehensive training materials for new analysts, improving onboarding efficiency
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards
- Increased customer satisfaction by analyzing feedback and implementing necessary changes
- Increased operational transparency by developing and implementing new reporting framework
- Improved decision-making processes, providing senior management with detailed analysis and actionable insights
- Collected, arranged, and input information into database system
- Conducted regular reviews of operations and identified areas for improvement
- Evaluated customer needs and feedback to drive product and service improvements
- Evaluated process performance and provided coaching to address inefficiencies
Customer Care Executive
Dell International Services
Hyderabad
02.2016 - 03.2017
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Reduced customer complaints with proactive issue identification and resolution strategies
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously
- Took ownership of customers issues to follow problems through to resolution
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers
- Explained online self-help options to customers to promote additional and after-hours support choices
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions
- Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms
- Enhanced customer loyalty by delivering personalized support and resolving complaints efficiently
- Developed comprehensive FAQs and knowledge bases, allowing customers to find solutions quickly and independently
- Implemented customer service best practices, raising standard of support provided
- Maintained up-to-date knowledge of company products and policies to provide accurate information to customers
- Built strong relationships with customers, reaching out proactively to ensure satisfaction and gather feedback
- Coordinated with cross-functional teams to address and solve complex customer issues, reducing resolution time
- Reduced response times to customer inquiries, implementing efficient ticketing system
- Achieved high customer satisfaction ratings, consistently meeting and exceeding service benchmarks
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
Order Management Associate
Dell International Services
Hyderabad
08.2011 - 12.2013
- Strengthened internal communications through regular team meetings, updates, reports which improved coordination among departments
- Developed strong relationships with clients to ensure long-term growth and loyalty for the company
- Drove process improvements through regular evaluation of existing systems, policies, and procedures
- Ensured timely delivery of high-quality services by setting clear expectations and monitoring progress closely
- Managed cross-functional teams effectively, fostering collaboration and communication towards achieving common objectives
- Fostered partnerships with external stakeholders resulting in mutually beneficial collaborations
- Identified areas of risk mitigation through regular audits leading to enhanced corporate compliance
- Implemented innovative solutions to address complex business challenges, resulting in increased efficiency and productivity
- Established KPIs for various departments ensuring alignment with organizational goals leading to improved overall performance
- Prepared and distributed team-based communications to foster collaboration and enhance team morale
- Produced detailed and relevant reports for use in making business decisions
- Reviewed internal systems and organized training plans to address areas in need of improvement
Technical Support Sr. Associate
Wipro
Hyderabad
05.2009 - 10.2010
- Providing Technical support for the customers using the HP note books
- Mentored junior associates, fostering professional growth and helping them reach their full potential
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on process progress
- Implemented process improvements that led to significant time savings and increased accuracy in deliverables
- Completed daily logs for management review
- Increased customer service success rates by quickly resolving issues
- Drafted common document templates to reduce time spent creating documents from scratch
- Followed detailed directions from management to complete daily paperwork and computer data entry
- Opened and properly distributed incoming mail to promote quicker response to client inquiries
- Assisted clients with daily living needs to maintain self-esteem and general wellness
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
Call Center Executive
Swift Solutions
Hyderabad
07.2007 - 09.2008
- Delivered outstanding results in first-contact resolution rates by actively listening to customers' needs and addressing concerns promptly
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements
- Excelled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers
- Consistently met or exceeded sales targets by utilizing persuasive selling techniques and strong product knowledge
- Improved customer satisfaction by providing timely and efficient resolutions to inquiries
- Balanced multiple tasks simultaneously while meeting deadlines, ensuring consistent service levels were maintained in a high-pressure environment
- Provided exceptional support to peers, assisting with on boarding and coaching new team members for success
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation
- Trained team members on performance metrics and consumer behavior identification
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques
- Met customer call guidelines for service levels, handle time and productivity
- Delivered prompt service to prioritize customer needs
- Maintained up-to-date knowledge of product and service changes
- Exhibited high energy and professionalism when dealing with clients and staff
Education
B. Com - Computers
India11.2024
Skills
- MS Office
- Self-Motivation
- Incident Reporting
- Deadline Adherence
- Root Cause Analysis
- Complaint Handling
- Information Gathering
- Audit Support
Accomplishments
Resolved Process issue through tool testing.
Languages
- English
- Tamil
- Hindi
- Telugu
Hobbies and Interests
- Listening to Music
- Study & Research on Stock Market
- Surfing Internet
Personal Information
- Date of Birth: 03/21/89
- Marital Status: Married
Summary Of Experience
- Business operations calling
- Order processing
- Audits
- Peer-review
- Training new hires
- Cross-functional teamwork
- SAP Tool usage
- Identified process gaps and OP opportunities
- Played a key role in project transition
- Achieved 100% SLA in order processing
- Received STAR PERFORMER award
- Bronze Award for 100% quality
Timeline
Analyst, Sales Operations
Dell International Services
06.2018 - 09.2023
Customer Care Executive
Dell International Services
02.2016 - 03.2017
Order Management Associate
Dell International Services
08.2011 - 12.2013
Technical Support Sr. Associate
Wipro
05.2009 - 10.2010
Call Center Executive
Swift Solutions
07.2007 - 09.2008
B. Com - Computers
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