V Sri Manasa
Customer Support Representative
Hyderabad
Summary
Experienced with resolving customer inquiries efficiently and effectively. Utilizes strong communication skills to ensure customer satisfaction. Track record of adaptability and teamwork in dynamic environments.
Overview
3
3
years of professional experience
Work History
Customer Support Representative
Optum
Hyderabad, India
02.2025 - Current
- Provided exceptional customer service through real-time chat support, resolving inquiries and enhancing user experiences.
- Adapted quickly to changing processes, ensuring efficient handling of customer requests and improving response times.
- Engaged in continuous learning about product features, enhancing ability to provide accurate information and support.
- Contributed to team performance by sharing insights on customer feedback, helping to refine service strategies and practices.
- Assisted in training new representatives on service protocols and best practices, fostering a knowledgeable and cohesive team environment.
- Managed high-volume communications across various channels, maintaining professionalism and clarity in all customer interactions.
- Actively contributed to customer feedback initiatives, helping the team identify areas for service improvement and innovation.
- Resolved technical issues for clients by coordinating with internal departments, ensuring quick and effective solutions.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
Process Associate
Artech Infosystems PVT. LTD
Hyderabad, India
10.2024 - 02.2025
- Assisted in managing daily operations by coordinating effective communication between team members and clients, enhancing workflow efficiency.
- Collaborated with cross-functional teams to develop solutions for recurring issues, contributing to overall team performance enhancements.
- Monitored and documented chat interactions, identifying trends to improve service quality and streamline processes.
- Maintained up-to-date knowledge of company products and services, enabling accurate information delivery to customers.
- Participated in training sessions to enhance product knowledge and customer service skills, fostering professional development.
- Supported the implementation of new chat tools, facilitating smoother communication and increased efficiency within the team.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Process Executive
Cognizant
Hyderabad, India
08.2023 - 07.2024
- Analyzed data trends to improve process efficiency, resulting in enhanced operational workflows and reduced bottlenecks.
- Collaborated with cross-functional teams to implement process improvements, achieving consistent adherence to industry best practices.
- Developed and maintained documentation for standard operating procedures, ensuring compliance and facilitating training for new hires.
- Executed daily quality checks on data input, which led to increased accuracy in reporting and reduced errors.
- Monitored performance metrics to identify areas for improvement, fostering a culture of continuous enhancement within the team.
- Resolved problems, improved operations and provided exceptional service.
Business Coordinator
Tech Mahindra
Hyderabad, India
12.2022 - 06.2023
- Coordinated cross-functional team meetings to streamline project workflows and enhance communication across departments.
- Assisted in the development of process documentation, ensuring compliance with organizational standards and improving team efficiency.
- Managed schedules and calendars for multiple stakeholders, optimizing time management and prioritization of tasks effectively.
- Collaborated with team members to identify process improvement opportunities, fostering a culture of continuous improvement.
Education
MBA - Human Resources Management
04.2001 -
BBA - Human Resources Management
04.2001 -
Skills
Team collaboration
Documentation management
Quality assurance
Product knowledge
Performance metrics monitoring
Process improvement
Complaint handling
Adaptability and flexibility
Multitasking Abilities
Teamwork and collaboration
Tracking and documentation
Timeline
Customer Support Representative - Optum
02.2025 - Current
Process Associate - Artech Infosystems PVT. LTD
10.2024 - 02.2025
Process Executive - Cognizant
08.2023 - 07.2024
Business Coordinator - Tech Mahindra
12.2022 - 06.2023
Kasturbha Gandhi PG College - MBA, Human Resources Management
04.2001 -
Avinash College of Commerce - BBA, Human Resources Management
04.2001 -