Jyothi Adusumilli
Launceston,Australia
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Results-driven professional with over 6 years of experience across customer service, quality assurance, compliance, and team leadership. Proven track record in optimizing service delivery, ensuring regulatory compliance, and driving performance improvements through effective training and quality initiatives.
Overview
10
10
years of professional experience
Work History
Customer Service Team Member
Bunnings Group Ltd
Launceston, TAS
02.2026 - Current
- Provided professional front-line customer service, handling enquiries in person and over the phone
- Managed high-volume customer interactions while maintaining accuracy and attention to detail
- Processed transactions, returns, and exchanges using POS systems, ensuring correct data entry and record keeping
- Assisted with administrative tasks such as organising paperwork, maintaining records, and coordinating customer orders (including clickand-collect)
- Handled customer queries efficiently, demonstrating strong problemsolving and conflict resolution skills
- Communicated clearly with team members and supervisors to ensuresmooth daily operations
- Maintained organised workspaces and supported stock control processes, demonstrating time management and multitasking abilities
- Followed company procedures and compliance requirements, ensuring accuracy and confidentiality where required
Quality Lead - Customer Service
WNS Global Services Pvt Ltd
Visakhapatnam, India
08.2024 - 09.2025
- Analyzed data trends to inform strategic decisions regarding quality initiatives and process improvements.
- Led a team of quality analysts, providing guidance, mentorship, and performance evaluations to drive continuous improvement.
- Conducted root cause analysis to identify defects and implement corrective actions.
- Oversaw the end-to-end quality assurance process, ensuring adherence to service standards and compliance requirements.
- Designed and facilitated calibration sessions, collaborating with operations, training, and compliance teams to align quality metrics with business objectives.
Retail Store Operations
Liyas Ethnic House
Visakhapatnam, India
02.2024 - 08.2025
- Managed inventory levels, ensuring stock availability for high-demand items.
- Led quality assurance initiatives, ensuring compliance with industry standards and internal policies.
- Conducted regular stock audits to identify discrepancies and adjust inventory records.
- Processed transactions efficiently using POS systems, maintaining accuracy in sales records.
- Assisted customers with product selection and inquiries, enhancing shopping experience.
- Mentored team members on best practices in quality management and problem-solving.
- Implemented visual merchandising strategies to optimize product displays and drive sales.
Training and Quality Lead - Customer Service
Sykes Business Services Pvt Ltd
Hyderabad, India
10.2020 - 11.2021
- Oversaw the end-to-end quality assurance process, ensuring adherence to service standards, compliance requirements, and organizational KPIs.
- Led a team of quality analysts, providing guidance, mentorship, and performance evaluations to drive continuous improvement.
- Analyzed quality data and customer insights to identify trends, root causes, and opportunities for process and policy enhancement.
- Partnered with operations, training, and compliance teams to align quality metrics with business objectives and improve service consistency.
- Designed and facilitated calibration sessions, reporting dashboards, and feedback mechanisms to strengthen accuracy and agent performance.
Quality Analyst - Customer Service
Sykes Business Services Pvt Ltd
Hyderabad, India
01.2018 - 10.2020
- Analyzed quality data and customer insights to identify trends, root causes, and opportunities for improvement.
- Established training programs for staff to promote understanding of quality metrics and customer service protocols.
- Developed training materials to enhance staff performance and customer satisfaction.
- Monitored performance metrics to identify trends and encourage repeat business by enhancing the quality of customer interactions.
Customer Service Representative (Collections)
Sykes Business Services Pvt Ltd
Hyderabad, India
09.2016 - 01.2018
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Collaborated with cross-functional teams to implement process improvements, driving operational efficiency.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Managed customer accounts to ensure timely payment and compliance.
- Processed payments and updated account records using CRM software.
- Educated customers on payment options and consequences of non-payment.
- Documented collection activities accurately in accordance with company policies.
Education
Certificate III - School Based Education
TasTAFE
Launceston, TAS 02.2026 - 04.2026
Bachelor of Science - IT
Shabaramati University
Skills
- Cross-Functional Collaboration
- Data Analysis and Reporting
- Training Design and Facilitating
- Customer Service & Support
- Quality Assurance & Auditing
- Process Improvement & RCA
- Compliance Monitoring and Reporting
- Effective Communication
- Conflict Resolution and Problem Solving
Work Rights
Full Australian Work Rights - Sponsorship is not required.
Languages
- English (Fluent)
- Telugu (Fluent)
- Hindi (Intermediate)
Timeline
Customer Service Team Member
Bunnings Group Ltd
02.2026 - Current
Certificate III - School Based Education
TasTAFE
02.2026 - 04.2026
Quality Lead - Customer Service
WNS Global Services Pvt Ltd
08.2024 - 09.2025
Retail Store Operations
Liyas Ethnic House
02.2024 - 08.2025
Training and Quality Lead - Customer Service
Sykes Business Services Pvt Ltd
10.2020 - 11.2021
Quality Analyst - Customer Service
Sykes Business Services Pvt Ltd
01.2018 - 10.2020
Customer Service Representative (Collections)
Sykes Business Services Pvt Ltd
09.2016 - 01.2018
Bachelor of Science - IT
Shabaramati University