Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Swetha Pierce M

Swetha Pierce M

Chennai

Summary

Accomplished Senior Resolution Coordinator with a proven track record at Walmart, adept in de-escalation techniques and critical thinking. Spearheaded quality assurance audits and enhanced employee training programs, significantly improving customer service delivery. Demonstrates exceptional leadership and professionalism, ensuring high standards of customer satisfaction and team performance.

Overview

5
5
years of professional experience

Work History

Senior Resolution Co-ordinator

Walmart
Chennai
10.2023 - Current
  • Identified any potential risks associated with resolving customer issues before making final decisions.
  • Reviewed customer accounts for suspicious activity and fraudulent transactions.
  • Analyzed customer profiles to identify any abnormal or suspicious behavior.
  • Conducted regular quality assurance audits on customer service interactions and processes for the trainees.
  • Provided training sessions for new team members on best practices in customer service delivery.

Associate - Supply Chain

HCL Technologies
Chennai
01.2022 - 10.2023
  • Provided prompt and courteous service to customers via phone, email, and tickets.
  • Maintained strong relationships with stakeholders to facilitate prompt issue resolution.
  • Created reports of customer service activities for management review.
  • Supported team training initiatives by sharing best practices and process improvement insights.
  • Conducted regular quality assurance audits on customer service interactions and processes for the trainees.

Customer Service Professional

Sitel
Chennai
07.2019 - 07.2021
  • Built relationships with customers through friendly conversation while providing excellent service.
  • Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
  • Identified potential sales opportunities in global markets.

Education

BBA -

PSGR Krishnammal College For Women
Coimbatore
06-2019

Skills

  • De-escalation techniques
  • Disputant relations
  • Professionalism
  • Written communication
  • Critical thinking
  • Conflict resolution
  • Leadership
  • Employee Training

Accomplishments

Sitel Group - 2020

  • All Star Award - Best Employee of the year with $500 reward

HCL Technologies - 2022

  • Star Performer Award

Timeline

Senior Resolution Co-ordinator

Walmart
10.2023 - Current

Associate - Supply Chain

HCL Technologies
01.2022 - 10.2023

Customer Service Professional

Sitel
07.2019 - 07.2021

BBA -

PSGR Krishnammal College For Women

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Swetha Pierce M