Summary
Overview
Work History
Education
Skills
Timeline
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SUNIL DULIPALA

Hyderabad

Summary

Goal-orientated, bringing 9+ years of experience. Communicating effectively and working tirelessly to achieve impeccable quality standards and results. Well-versed in high-pressure, deadline-driven, target-focused environments. Fast learning, results-oriented, utilizing organizational skills to drive business goals. Possessing exceptional problem-solving and analytical skills. Works effectively and efficiently in high-performing teams. Customer focused, continuously navigating high-stress situations calmly and effectively. Utilizes exceptional rapport-building skills to develop strong relationships with customers.

Overview

12
12
years of professional experience

Work History

Payment Experience Associate

Flywire Solutions India LLP
09.2022 - Current
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times
  • Spearheaded process improvement initiatives that increased operational efficiency while maintaining high quality output standards
  • Collaborated cross functionally to develop new products, leading to an expanded product portfolio for the company
  • Championed a culture of continuous learning, fostering professional development opportunities for staff members to enhance their skills and knowledge
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams
  • Managed customer relations through communication and helpful interactions
  • Provide training and support to new team members on payment processing procedures and best practices.

Customer Support Specialist

Smartdrive Systems India Pvt Ltd
Hyderabad
10.2019 - 09.2022
  • Responsible to monitor the incoming Calls and emails and handle customer requests within the prescribed SLA
  • Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FCR, Customer Satisfaction, etc.)
  • Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision
  • To keep customers up to date with progress and to liaise with team members and management in an appropriate manner
  • Able to multi-task, switch between tasks quickly; handle calls, emails etc
  • Manage all assigned tasks and solve problems in a timely manner
  • Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.

Subject Matter Expert

Tech Mahindra
Hyderabad
02.2017 - 08.2019
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Consulted clients to resolve discrepancies and provide effective solutions
  • Trained new personnel regarding company operations, process, and services
  • Met all customer call guidelines including service levels, handle time, and productivity
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Facilitated inter-departmental communication to effectively provide customer support
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Provided primary customer support to internal and external customers in a fast-paced environment
  • Maintained up-to-date knowledge of product and service changes.

Senior Customer Support Associate

Hinduja Global Solutions
Bengaluru
05.2015 - 12.2016
  • Resolved customer service issues using company processes and policies and provided updates to customers
  • Maintained up-to-date knowledge of product and service changes
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction
  • Assisted customers by listening closely, finding solutions to problems, and making recommendations based on extensive product knowledge
  • Met all customer call guidelines including service levels, handle time, and productivity
  • Resolved internet and call connectivity issues over the phone with 40 customers daily.

Technical Support Engineer

Jayram Industries India Pvt Ltd
Hyderabad
02.2012 - 04.2014
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Helped streamline repair processes and update procedures for support action consistency
  • Aligned office departments and increased inter-department communication and data sharing
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Education

B.Tech in Electronics -

Malineni Lakshmaiah Engg. College
04.2011

Skills

  • Ticket management
  • Technical troubleshooting
  • Call management
  • Positive and professional
  • Strong communication

Timeline

Payment Experience Associate

Flywire Solutions India LLP
09.2022 - Current

Customer Support Specialist

Smartdrive Systems India Pvt Ltd
10.2019 - 09.2022

Subject Matter Expert

Tech Mahindra
02.2017 - 08.2019

Senior Customer Support Associate

Hinduja Global Solutions
05.2015 - 12.2016

Technical Support Engineer

Jayram Industries India Pvt Ltd
02.2012 - 04.2014

B.Tech in Electronics -

Malineni Lakshmaiah Engg. College

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