Saikrishna Maddala
Sydney,NSW
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centres.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Fortune Cloud Tech Pty Ltd
11.2023 - Current
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Streamlined communication with clients, leading to improved relationships and increased retention rates.
- Negotiated favourable outcomes for both clients and the company in challenging circumstances or disputes.
- Developed customized solutions for clients, resulting in higher satisfaction rates and repeat business.
- Conducted thorough research to provide well-informed recommendations for client challenges.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Customer Service Representative
Ampol Private Ltd
09.2020 - Current
- Handled phone calls when talking with customers in resolving issues, handling recalls, promoting products and services and responding to general queries
- Provided resolution for product or service issues by identifying the problem stated in the customer's complaint, determining the cause of the problem; picking and presenting the appropriate solution to solve the problem or other alternatives, facilitating correction or adjustment, and following up to ensure customer satisfaction
- Interacted with customers in a courteous and professional manner whilst listening to concerns, issues and comments about the company's products and services
- Develop and distribute emails, letters, and other correspondence regarding problem resolutions, product and service features and upgrades, changes in the organization and other materials for new and existing customers
- Address customer issues and problems quickly to retain customers and lead to positive reviews and references leading to more business.
Shift Manager
Oporto Fast foods
01.2017 - 01.2021
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Monitored and supervised the timely arrival of scheduled employees, and ensured the business was adequately staffed
- Established tasks for employees to maximize productivity rate and supervised their performance of duties
- Monitored stock level by conducting inventory checks on a regular basis, forwarding orders to vendors and scheduling delivery for consumption and customer demands
- Ensured that all employees had a firm understanding of company policy and procedures as part of requirements
- Maintained sanitation and clean workplace including restrooms and public spaces to increase patronage and eventually sales
- Communicating effectively with crew and the next shift managers to help them prepare to run a great shift
- Providing exceptional customer service and quality food production.
Education
Professional Year -
Performance Education
09.2021
Bachelor of Engineering (Electronics and Communications) -
JNUTU, Kakinada, India
06.2015
Skills
- Microsoft Office
- CRM Software - Salesforce
- Complaint Handling
- Complaint resolution
- Call Centre Operations
- Technical Support
- Documentation And Reporting
- Database Research
- Teamwork and Collaboration
- Problem-Solving
- Computer Skills
- CRM Software
- Active Listening
- Calm Under Pressure
- Cash Handling
Accomplishments
- Resolved product issue through consumer testing.
- Documented and resolved priority tickets within the timeframe which led to ticket resolution by 20%.
References
References are available on request
Timeline
Customer Care Representative
Fortune Cloud Tech Pty Ltd
11.2023 - Current
Customer Service Representative
Ampol Private Ltd
09.2020 - Current
Shift Manager
Oporto Fast foods
01.2017 - 01.2021
Professional Year -
Performance Education
Bachelor of Engineering (Electronics and Communications) -
JNUTU, Kakinada, India
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