Pavithra Sowjanya Sugumar Sasikala
Berwick,VIC
Summary
Proven Customer Service Professional with a track record of exceeding service standards at ECI Software Solutions. Skilled in customer relations and technical support, adept at de-escalation techniques and quality assurance. Recognized for exceptional problem-solving abilities and a commitment to improving customer satisfaction. Achieved over 100% of training targets, demonstrating a results-driven approach and a dedication to professional growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Professional
ECI Software Solutions
2022.07 - Current
- Developed empathetic client relationships, earning reputation for exceeding service standards.
- Provided tailored recommendations and support, quickly addressing customer inquiries and complaints.
- Reviewed and updated customer accounts, assisting with cloud login issues and portal access.
- Supported customers with training queries and gathered detailed information on issues ranging from accounting to inventory management.
- Successfully completed training targets, demonstrating proactive attitude and dedication to self-improvement.
- Consistently exceeded set goals and milestones, showcasing proactive approach to customer service.
- Managed high volume of cases approximately 40 cases, prioritizing effectively to handle pressure and workload efficiently.
- Adapted to new templates and procedures, showing flexibility in case validation and sales processes.
- Demonstrated excellent communication and teamwork skills by being polite, friendly, and helpful to colleagues and customers.
Pathology Collector
Dorevitch Pathology
2015.09 - 2022.06
- Followed safety protocols while handling hazardous materials.
- Removed samples of materials following good practices to achieve accurate test results.
- Performed blood and miscellaneous collection procedures with precision and care.
- Managed administrative tasks, including memo filing, stock expiry tracking, and stock ordering.
- Resolved 100+ weekly customer inquiries via phone, providing efficient and empathetic support.
- Addressed patient concerns, such as billing issues, by liaising with appropriate teams to find resolutions.
- Consistently received patient compliments for exceptional blood collection skills and outstanding customer service.
Education
Diploma in Pathology & Food Testing - Pathology
Tafe Ultimo
Sydney, NSW05.2017
Master of Science - Biotechnology
Madras University
Chennai05.2010
Bachelor of Science - Biotechnology
Madras University
Chennai05.2008
Skills
- Customer service excellence
- Quality Assurance
- Information Security
- Data Collection
- Product Knowledge
- Customer Service
- Live chat support
- Call centre experience
- Technical Support
- Complaint Handling
- Call triaging
- Medical terminology knowledge
Certification
Comptia A+
Timeline
Customer Service Professional
ECI Software Solutions
2022.07 - Current
Pathology Collector
Dorevitch Pathology
2015.09 - 2022.06
Diploma in Pathology & Food Testing - Pathology
Tafe Ultimo
Master of Science - Biotechnology
Madras University
Bachelor of Science - Biotechnology
Madras University
Comptia A+
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