Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Sujitha Neelamsetty

Customer Support Analyst
Hyderabad

Summary

Dedicated customer service professional with a strong understanding of service delivery and a track record of successfully managing multiple tasks simultaneously. Committed to fostering and maintaining professional relationships to drive business results and enhance profitability. Skilled in providing exceptional customer experiences and resolving issues promptly and effectively. Adept at utilizing industry best practices to ensure customer satisfaction and exceed expectations.

Overview

8
8
years of professional experience
7
7
Certifications
3
3
Languages

Work History

Customer Support Analyst

Oracle
09.2023 - Current
  • Collaborated with cross-functional teams to identify and resolve recurring customer concerns.
  • Established strong rapport with customers through clear communication skills, empathy, and understanding their needs fully before offering solutions.
  • Actively participated in team meetings to share insights and best practices for improving overall performance.
  • Created user-friendly guides and resources for self-help, empowering customers to find solutions independently.
  • Maintained detailed documentation of customer interactions, allowing for consistent follow-up and seamless handoffs between team members.
  • Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Process Associate

Genpact
11.2021 - Current
  • Dealt with Chats, Phones & Emails for worldwide users with regards to their Google Pay queries.
  • Provided primary customer support to internal and external customers.
  • Collected and analyzed customer information to prepare product or service reports.
  • Coordinated with members of different departments to achieve results.
  • Used companies troubleshooting resolution trees to evaluate technical problems and find appropriate solutions.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Participated in team-building activities to enhance working relationships.

RESERVATIONS & SALES ASSOCIATE

Courtyard By Marriott Madurai
08.2018 - 02.2020
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events
  • Secured bookings through phone, email and walk-in sales, using expert hotel product and service knowledge.
  • Provided customers with information about availability and pricing.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Worked closely with front desk to achieve full occupancy of property.
  • Booked and managed hotel reservations using Marsha and Opera.

GUEST SERVICE ASSOCIATE

Novotel Hyderabad Airport
06.2017 - 07.2018
  • Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas
  • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
  • Kept accounts in balance and ran daily reports to verify totals.
  • Coordinated welcome gifts and special room amenity requests, ensuring customers received exact experience requirements.
  • Maintained a well-groomed, professional appearance, meeting hotel brand values and consistently delivering positive first impressions.

Internship Student

Novotel Hyderabad convention center
12.2016 - 06.2017
  • Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.
  • Enhanced client satisfaction ratings by scheduling on-site service requests, managing show logistics and booth functionality needs to meet demands.
  • Pleasantly answered calls for multi-line switchboard for large office and directed callers to appropriate employees.
  • Resolved customer issues quickly and notified immediately when problems escalated.
  • Managed office inventory by restocking supplies and placing

Education

Bachelor of Commerce - Administration

Gitam University
Visakhapatnam, AP

Diploma of Higher Education - Hospitality Management

Akhil college of Hotel Management- Setwin
Rajahmundry, AP

Skills

Process optimization

Adaptability

Collaboration

Knowledge of Opera Cloud

Knowledge of Marsha

Knowledge of Opera PMS

Microsoft Outlook, Word and Excel

Complaint handling

Process optimization

Active listening

Certification

Received a bronze award for best performance Q1 2022

Accomplishments

  • Nominated as front of associate from Marriott Madurai.
  • Guest voice champion of Hotel Marriott Madurai.
  • Selected for Executive development program
  • Recognized as team leader for Employee Appreciation week.

Timeline

Customer Support Analyst

Oracle
09.2023 - Current

Process Associate

Genpact
11.2021 - Current

RESERVATIONS & SALES ASSOCIATE

Courtyard By Marriott Madurai
08.2018 - 02.2020

GUEST SERVICE ASSOCIATE

Novotel Hyderabad Airport
06.2017 - 07.2018

Internship Student

Novotel Hyderabad convention center
12.2016 - 06.2017

Bachelor of Commerce - Administration

Gitam University

Diploma of Higher Education - Hospitality Management

Akhil college of Hotel Management- Setwin

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Sujitha NeelamsettyCustomer Support Analyst