Yerrabolu Hitheja
Hyderabad
Summary
Customer focused professional experience in voice, email and chat support, handiling high-volume inbound customer interactions. Strong ability to resolve issues with empathy, accuracy and effiency while meeting company customer obsession, ownership and high bar standards. Proven track record of delivering first call resolution, maintaining SLA compliance and ensuring a positive customer experience.
Overview
8
8
years of professional experience
Work History
Senior Associate
Miles Education Pvt Ltd
11.2021 - 09.2024
- Delivered customer support through inbound calls, email and chat ensuring timely and accurate resolutions.
- Resolved customer issues by identifying root causes and providing effective solutions on the first contact.
- Demonstrated customer obsession by actively listening, empathizing, and ensuring complete issue ownership.
- Collaborated with internal teams to resolve complex cases within defined SLAs.
- Accurately documented customer interactions in CRM systems for tracking and follow-up.
- Stayed updated with product changes, policies, and processes to ensure correct communication.
- Collected customer feedback and shared insights to improve service quality and customer experience.
Counsellor
Simandhar Education.com
08.2019 - 08.2020
- Provided counselling to students on available courses, guided them to select programs that best suited their academic and career goals.
- Converted prospective student inquiry into enrollments by addressing concerns, providing detailed course information and showcasing the benefits of the program.
- Developed and maintained relationships with students and families, ensuring a high level of satisfaction throughout the admission process.
- Successfully introduced two new courses and managed to start a new batch with a good amount of students.
Student Relation Executive
T.I.M.E
03.2017 - 07.2019
- Worked as academic counsellor where I guided students based on their profile and also handled actively branch activities like generating receipts, making reports based on last year this year revenue and also been a part of marketing activities.
Education
B.Com - Commerce
Kalinga University
Raipur01.2018
Skills
- Voice & Non – voice customer Support
- Inbound / Out bound calling
- First Call Resolution (FCR)
- Complaint & Escalation Handling
- Multitasking in Fast-Paced Environment
- Customer Obsession & Empathy
- Email & Chat support
- CRM & Ticketing Tools
- MS Excel & Reporting
Languages
- English
- Telugu
- Hindi
Timeline
Senior Associate
Miles Education Pvt Ltd
11.2021 - 09.2024
Counsellor
Simandhar Education.com
08.2019 - 08.2020
Student Relation Executive
T.I.M.E
03.2017 - 07.2019
B.Com - Commerce
Kalinga University