Sunayana Pedapati
Hyderabad
Summary
Dynamic Chat Operations Specialist at Citicorp Services India, adept at enhancing customer satisfaction through effective complaint resolution and relationship building. Proven track record in service process improvement and upselling, consistently achieving high customer satisfaction ratings. Skilled in live chat support and effective communication, fostering loyalty and repeat business. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
2
2
years of professional experience
Work History
Chat Operations Specialist
Citicorp Services India Private Limited
Pune
11.2021 - 04.2024
- Enhanced customer satisfaction by resolving inquiries and complaints promptly.
- Strengthened customer retention by offering discount options.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via chat.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during iteractions.
- Developed strong customer relationships to encourage repeat business.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Promoted available products and services to customers during service, account management and order calls.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Contacted customers about potential service upgrades, new services and account changes.
- Mentored junior team members and managed employee relationships.
- Prevented key account losses by researching discrepancies and correcting problems.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Education
MBA - Marketing And Agri Business Management
Mittal School of Business( Lovely Professional Uni
Punjab10-2021
Bachelor of Science - Agriculture
School of Agriculture(Lovely Professional Universi
Punjab, India08-2019
Intermediate - BiPC
Board of Intermediate(Sri Chaitanya Mahila Kalasal
Vijayawada, Andhra Pradesh05-2014
Skills
- Customer relationship management
- Complaint resolution
- Product knowledge
- Service process improvement
- Customer feedback analysis
- Billing adjustments
- Effective communication
- Problem solving
- Professionalism
- Payment processing
- Task prioritization
- Customer satisfaction measurement
- Multi-task management
- Grammar
- Team collaboration
- Brand representation
- Critical thinking
- Verbal and written communication
- Live chat support
- Customer consulting
- Account management
- Money handling
- Client relations
- Creative problem solving
Languages
Telugu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Telugu
Proficient (C2)
C2
Custom
- Volunteering at #Citiworkplace
Accomplishments
- Got recognition from Manager for excellent scores
Affiliations
- Cooking new dishes
- Classical Dancer(Kuchipudi)
- Travelling
Timeline
Chat Operations Specialist
Citicorp Services India Private Limited
11.2021 - 04.2024
MBA - Marketing And Agri Business Management
Mittal School of Business( Lovely Professional Uni
Bachelor of Science - Agriculture
School of Agriculture(Lovely Professional Universi
Intermediate - BiPC
Board of Intermediate(Sri Chaitanya Mahila Kalasal