Suraj Thadva
Hyderabad
Summary
I am a Postgraduate (MBA) professional, specialized in providing support to the customers in a timely manner in an effective way. I have structured my career with almost 3 years of experience in Business Process Organization sector. I consider 'Value' promotion and showcasing of effective interpersonal, time & business management skills to successfully achieve corporate goals and objectives for my associated organization.
Overview
12
12
years of professional experience
Work History
Process Developer
Genpact India Pvt Ltd.
Hyderabad
12.2024 - Current
- Investigated root causes of problems identified in existing processes.
- Developed new tracking methods to obtain long-term information about performance.
- Handling supervisor calls and providing resolution to the users.
- Performed quality control checks on processed applications to minimize errors.
- Responded to inquiries from applicants and internal teams regarding processing status and decisions.
Tier 2
Accenture Solutions Pvt Ltd
01.2024 - 12.2024
- Refining bot responses and making moderate changes to provide correct resolution
- Checking for the accuracy of the information given by the bot
- Maintaining the metrics and meet given targets
- Organizing team engaging activities to develop personal skills
Customer Service Associate
Accenture Solutions Pvt Ltd
01.2017 - 01.2023
- Handled emails and providing support to the customers
- Handled priority tickets of Hardware customers and also to maintain the metrics
- Managed, Evaluating and Mentoring team performance
- Supported the team achieves targets designed by the client
- Worked on Aged cases and clearing them on priority to meet Client SLA's
- Achievements in Current Role :
- Won two 'Thank You Awards' for Star of the Quarter for exceptional services for excellent customer service
- Received 2 'Appreciation Emails' from the client itself for exceptional services
Advisor
Trigent Software (Sears Holding India Ltd)
10.2016 - 04.2017
- Resolving the queries of Customers via Emails and phone by providing them the resolution
- Working on different processes and adhering to their policies and procedures
- Escalating complex issues to senior managers and taking their approval before providing resolution
- Worked as an Advisor for the retail market on e-commerce platform under SEARS/KMART
- Dealing with phone order adjustments, hold for merchandise, store reservation, Reserve and pay, Price Protection, Price match, Sales adjustments, provide refunds, cancel the orders and also update the members with order status
Consultant
Sutherland Global Services (Uber Process)
06.2015 - 10.2016
- Resolving the queries through email and Phone
- Supporting different Line Of Businesses
- Helped transition the process of Rider and Driver support from Hyderabad to Mumbai
HR Recruiter
Future Career Consultancy
03.2013 - 11.2014
- Sourcing profiles from job portals
- Ability to coordinate telephonic and face to face interviews
- Ability to negotiate with shortlisted candidates and prepare offer letters
- Quick understanding of key responsibilities areas of each job position
- Grooming candidates before the interview scheduled
- Follow up with the candidates who attempted interviews
- Organizing campus interviews for students and Job fairs for about to pass out students
- Helped in sourcing candidates for small firms within given timelines with good candidates
Education
Bachelor of Commerce - Computers
Nalanda Degree College
Adilabad01.2013
Master Of Business Administration - MBA
Sai Sudheer PG College OU affiliated
Hyderabad01.2011
Board of Intermediate - CEC
Nalanda Inter College
Adilabad01.2008
School of Secondary - SSC
City Gems High School
Adilabad01.2006
Skills
- Teamwork
- Time Management
- Leadership
- Effective Communication
Disclaimer
The information furnished above is accurate to the best of my knowledge and belief.
Personal Information
- Father's Name: T. Raju
- Date of Birth: 03/06/91
- Marital Status: Married
Languages
Hindi
Upper Intermediate
B2
Telugu
Upper Intermediate
B2
English
Upper Intermediate
B2
Timeline
Process Developer
Genpact India Pvt Ltd.
12.2024 - Current
Tier 2
Accenture Solutions Pvt Ltd
01.2024 - 12.2024
Customer Service Associate
Accenture Solutions Pvt Ltd
01.2017 - 01.2023
Advisor
Trigent Software (Sears Holding India Ltd)
10.2016 - 04.2017
Consultant
Sutherland Global Services (Uber Process)
06.2015 - 10.2016
HR Recruiter
Future Career Consultancy
03.2013 - 11.2014
Bachelor of Commerce - Computers
Nalanda Degree College
Master Of Business Administration - MBA
Sai Sudheer PG College OU affiliated
Board of Intermediate - CEC
Nalanda Inter College
School of Secondary - SSC
City Gems High School