Sugandhi Naresh
Hyderabad
Summary
I've developed excellent communication and problem-solving skills, and I'm excited to bring these skills to a new role in a different industry. Throughout my customer service career, I've learned how to effectively communicate with people from all walks of life
Overview
16
16
years of professional experience
Work History
Digital Media Specialist
Google Operation Center
05.2020 - Current
- Billing Accuracy: Ensured precision in Google Ads billing processes, minimizing discrepancies and optimizing invoicing procedures.
- Customer Support Excellence: Provided exceptional support via email and chat, addressing client inquiries, resolving issues promptly, and maintaining a high customer satisfaction rate.
- Dispute Resolution: Managed and resolved billing discrepancies efficiently, collaborating with clients and internal teams to achieve timely resolutions.
- Training and Documentation: Developed training materials and documentation for internal teams, enhancing their understanding of Google Ads billing Dispute process.
Customer Support Senior Associate
Cognizant
08.2018 - 05.2020
- Worked as a Google Ads Policy / Billing specialist.
Resolving the Direct client’s and Account manager’s queries and requests via Email/ Chat and Video calling. - Supporting clients from APAC, EMEA, NA and LATAM countries.
- Maintaining Team metrics (TRT/ CSat/ Quality/ Compliance/Productivity etc.)
- Provided exceptional support via email and chat, addressing client inquiries, resolving issues promptly, and maintaining a high customer satisfaction rate.
- Also, worked as an SME resolving the client/AM’s escalations.
Online Business Startegist
Genpact
08.2016 - 01.2018
- Sales Performance: Consistently exceeded sales targets through strategic prospecting, client engagement, and effective communication of Google AdWords Express benefits.
- Client Relationship Management: Cultivated and maintained strong relationships with clients, providing ongoing support, identifying upsell opportunities, and ensuring customer satisfaction.
- Sales Process Optimization: Streamlined and improved the sales process, resulting in a increase in conversion rates and reduced sales cycle times.
- Product Knowledge: Maintained up-to-date knowledge of Google AdWords Express features and updates, effectively communicating their value to potential clients.
Phone Banking Officer
GE Money India
07.2013 - 07.2014
- Customer Service Excellence: Provided prompt and efficient phone banking services, addressing customer inquiries, resolving issues, and ensuring a positive customer experience.
- Product Knowledge: Demonstrated in-depth knowledge of SBI credit card products, features, and benefits, effectively communicating them to customers and assisting in product selection.
- Problem Resolution: Successfully resolved customer concerns and disputes, ensuring a high level of customer satisfaction and maintaining a positive image for the bank.
- Financial Guidance: Assisted customers in understanding their credit card statements, managing payments, and providing guidance on financial best practices.
Senior Customer Support Executive
WNS Global Services
09.2010 - 04.2012
- Managed the Inbound Voice Process for Trade and Remittance, handling a high volume of customer inquiries and concerns.
- Demonstrated expertise in understanding and navigating complex financial transactions related to trade and remittance, providing accurate and timely information to clients.
- Implemented customer feedback mechanisms, resulting in increase in customer satisfaction scores.
Customer Service Representative
HSBC -HONKONG AND SHANGHAI BANKING CORPORATION INDIA
12.2007 - 04.2010
- Serve as the first point of contact for HSBC credit card customers, addressing inquiries, resolving issues, and providing information on credit card products and services.
- Conduct financial transactions, including credit limit adjustments, balance transfers, and payment processing, while ensuring compliance with bank policies and procedures.
- Collaborate with other departments to resolve complex customer issues and escalate matters as needed to ensure timely and effective resolution.
- Educate customers on security measures and fraud prevention to enhance their confidence in using HSBC credit card services.
- Meet and exceed performance targets for customer satisfaction, call quality, and productivity.
- Cross selling the insurance and other banking products.
Education
Bachelor of Science - Zoology
Queen Mary's College
Chennai05.2006
Skills
- Comprehensive problem-solving abilities, excellent verbal and written communication, Leadership Quality
- Ability to deal with people diplomatically,
- Willingness to learn, adaptability, team facilitator, warm and maintaining friendly relationship with the client via good rapport building
- Leading the invoice disputes process to resolve the invoicing discrepancies
Timeline
Digital Media Specialist
Google Operation Center
05.2020 - Current
Customer Support Senior Associate
Cognizant
08.2018 - 05.2020
Online Business Startegist
Genpact
08.2016 - 01.2018
Phone Banking Officer
GE Money India
07.2013 - 07.2014
Senior Customer Support Executive
WNS Global Services
09.2010 - 04.2012
Customer Service Representative
HSBC -HONKONG AND SHANGHAI BANKING CORPORATION INDIA
12.2007 - 04.2010
Bachelor of Science - Zoology
Queen Mary's College
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