SUMITHRA R

• Coordinated with customers and worked to accomplish their risk assessments.
• Strengthened communication channels between customers and the vendors through regular updates on assessment outcomes and progress.
• Streamlined reporting processes, ensuring timely submission of accurate and requested questionnaires to customers.
• Managed diverse assessment projects, coordinating with vendors to achieve the milestones and objectives.

2020 - 2021 :

Operations Analyst , First Advantage Global Operating Center Pvt Ltd, Bengaluru, India

2018 - 2020 :

Customer Service Associate , Firstsource Solutions Limited, Bengaluru, India

2017 - 2018 :

Technical Support Executive , Hinduja Global Solutions Ltd, Bengaluru, India

• Analyzed data for verification of personal information
• Developed and maintained dashboards for real-time performance monitoring and reporting.
• Collaborated with cross-functional teams to streamline workflows and enhance productivity.
• Conducted root cause analysis on operational issues, driving solutions to improve service delivery.

• Led cross-functional teams to enhance operational efficiency and streamline project workflows.
• Developed and implemented strategic initiatives to improve service delivery and customer satisfaction.
• Mentored junior staff, fostering professional growth and enhancing team performance.
• Analyzed performance metrics to identify areas for process improvement and drive results.
• Implemented SEO best practices to drive organic search engine rankings and increase website visibility.
• Developed custom WordPress themes for improved website functionality and increased traffic.
• Developed and executed targeted email marketing campaigns to enhance customer engagement.
• Developed and executed comprehensive marketing strategies to enhance brand visibility and market share.
• Managed social media accounts for optimal audience engagement and increased online presence.
• Streamlined hiring processes, reducing time-to-fill for critical positions.
• Improved time-to-fill ratios by optimizing job advertisements, leveraging social media platforms, and utilizing employee referral programs.

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Managed customer complaints by implementing corrective actions and ensuring timely follow-ups.
• Trained new associates on company policies, systems, and best practices for exceptional service.

• Resolved technical issues for customers via phone and email, ensuring timely support.
• Guided users through troubleshooting processes and provided detailed product information.
• Collaborated with cross-functional teams to identify recurring problems and enhance solutions.
• Documented customer interactions in CRM software, maintaining accurate records of support cases.