Hemalatha Sriramulu
Lowood,Australia
Summary
Customer-focused and reliable professional with strong communication and interpersonal skills. Experienced in handling customer inquiries, resolving issues efficiently, and delivering high-quality service in fast-paced environments. Known for maintaining a calm and positive attitude while ensuring customer satisfaction and loyalty.
Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.
Diligent Customer Success Manager with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Japanese Language Instructor
Sayuri Japanese Language School
Brisbane, QLD
11.2020 - Current
- Developed engaging lesson plans tailored to diverse student learning styles and goals.
- Facilitated interactive language activities to promote student participation and retention.
- Conducted assessments to evaluate student progress and provide constructive feedback.
- Coordinated cultural exchange events to enhance students' understanding of Japanese culture.
- Utilized various teaching tools and resources to support language acquisition effectively.
- Communicated regularly with students and parents about progress and classroom activities.
- Integrated authentic Japanese resources such as films, music, and literature into lessons to provide students with an engaging and varied learning experience.
- Enhanced students'' language proficiency by incorporating innovative teaching methods and multimedia resources.
- Organized cultural events to immerse students in Japanese customs and traditions, enhancing their appreciation for the language they were studying.
- Collaborated with fellow instructors to create a cohesive learning experience for students across multiple levels of fluency.
- Promoted a positive classroom atmosphere by modeling respect for cultural differences when communicating about sensitive topics.
- Facilitated tutoring sessions outside of class hours, providing additional support for struggling students or those seeking further enrichment opportunities.
- Participated in ongoing professional development opportunities related to foreign language education, staying current with industry trends and research findings on how best to support student learning outcomes.
- Increased student participation through the use of interactive activities tailored to individual learning styles and abilities.
- Established strong relationships with parents and guardians, ensuring open lines of communication regarding student progress and goals.
- Developed curriculum focused on Japanese language and culture, resulting in improved student engagement and understanding.
- Successfully prepared students for advanced language courses or study abroad programs by equipping them with a strong foundation in grammar, vocabulary, conversation skills, and cultural understanding.
Customer Success Manager
PMSherpas
Brisbane, QLD
08.2024 - 05.2025
- Assisted customers with product/service information
- Responded to customer concerns and provided suitable solutions
- Managed data entry and maintained accurate records
- Supported daily administrative and operational tasks
- ## Industry-Standard Skills
- Communicated effectively with customers to understand their needs and expectations.
- Maintained detailed records of customer interactions and feedback for future reference.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Addressed customer concerns promptly, providing tailored solutions to enhance their experience.
- Educated customers about product features, ensuring they maximize the benefits available.
- Gathered insights from customer feedback to inform service improvements and adjustments.
- Enhanced client engagement by proactively reaching out for feedback on services provided.
- Resolved issues efficiently, contributing to increased customer loyalty and positive reviews.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Quality Manager
Rigitech
Brisbane, QLD
06.2021 - 08.2024
- Provided friendly and professional service to customers in a busy environment
- Handled customer inquiries and resolved issues promptly
- Processed orders, payments, and refunds accurately
- Maintained clean and organised work areas
- Worked collaboratively with team members to ensure smooth operations
- ### Target Role Aligned
- Conducted internal audits to assess compliance with quality standards and procedures.
- Evaluated operational processes, identifying areas for improvement in quality management systems.
- Prepared detailed reports summarizing audit findings and recommended corrective actions.
- Improved audit processes by implementing best practices and streamlining documentation workflows.
- Enhanced quality control measures, resulting in improved adherence to regulatory requirements.
- Resolved discrepancies through thorough analysis and effective communication with relevant stakeholders.
- Utilized data analysis tools to track compliance trends and identify potential risks.
- Developed training materials for team members on quality assurance best practices and protocols.
- Conducted training sessions for employees on best practices in internal controls, fostering a culture of compliance within the organization.
- Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Developed and implemented system to provide continuous evaluation of [Area of expertise] performance.
Project Manager
Mavego Software Solutions
Tweed Heads, NSW
04.2009 - 06.2020
- ## Industry-Standard Skills
- Coordinated project schedules and timelines to align with team goals.
- Monitored project progress and prepared reports for team meetings.
- Utilized project management software to track tasks and deadlines effectively.
- Maintained organized documentation for project activities and updates throughout the process.
- Collaborated with team members to gather requirements and clarify project objectives.
- Organized resources and materials needed for successful project execution each week.
- Communicated updates regularly to stakeholders, fostering transparency in project status.
- Identified areas for improvement in workflow, enhancing overall team productivity significantly.
- Streamlined communication channels among team members, reducing misunderstandings during projects.
- Supported quality control efforts by reviewing deliverables for accuracy before submission.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Provided detailed project status updates to stakeholders and executive management.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Managed projects from procurement to commission.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Coordinated material procurement and required services for projects within budget requirements.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Negotiated and managed third-party contracts related to project deliverables.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Proved successful working within tight deadlines and a fast-paced environment.
- Fostered culture of continuous improvement, conducting post-project reviews to identify lessons learned and best practices.
- Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
- Oversaw implementation of new project management software, facilitating more efficient workflow and better project tracking.
- Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices.
- Streamlined procurement process for project materials, reducing wait times and avoiding potential delays.
- Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
- Achieved significant improvements in project quality by establishing rigorous quality control processes.
- Developed comprehensive risk management plans, minimizing project delays and unexpected challenges.
- Enhanced project visibility, implementing dashboard and reporting tools for real-time progress monitoring.
- Improved stakeholder satisfaction with detailed project updates and proactive issue resolution.
- Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
- Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
Education
Electrical, Electronics And Communications Engineering
PES Institute of Technology
India02-1994
Skills
- Customer service & relationship management
- Complaint handling & conflict resolution
- Strong verbal and written communication
- Active listening & empathy
- Time management & multitasking
- POS systems & basic computer skills
- Teamwork and collaboration
- Attention to detail
- Strategic planning
- Customer relations
- Customer needs assessment
- Training and mentoring
- Customer service
- Proficient in [software]
- Staff mentoring & leadership
- Training programs
- Customer onboarding
- Cross-functional coordination
- Customer relationship management
- Problem resolution
- Interpersonal communication
- Process improvement
- Documentation and reporting
- Technical proficiency
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Supervised team of [Number] staff members.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] through effectively helping with [Task].
Certification
- Responsible Service of Alcohol (RSA) (if applicable)
- First Aid Certificate (if applicable)
- Customer Service Training (if any)
Languages
English
Professional Working
Japanese
Full Professional
Hindi
Limited Working
Tamil
Limited Working
Timeline
Customer Success Manager
PMSherpas
08.2024 - 05.2025
Quality Manager
Rigitech
06.2021 - 08.2024
Japanese Language Instructor
Sayuri Japanese Language School
11.2020 - Current
Project Manager
Mavego Software Solutions
04.2009 - 06.2020
Electrical, Electronics And Communications Engineering
PES Institute of Technology
Additional Information
- Available for flexible shifts including weekends and evenings
- Strong work ethic with a positive and friendly attitude
- Ability to work under pressure and meet deadlines
- Multilingual: English, [Add language if applicable]