SAHITHI UPPULURI
Melbourne,Australia
Summary
Customer-focused professional with 3+ years of experience in customer relations and administration. Proven ability to deliver exceptional service, manage inquiries, and collaborate with diverse teams. Strong communicator committed to continuous improvement and meeting community needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Relations Analyst
Digital Web Experts - Carl’s Jr
01.2023 - Current
- Act as the primary contact for customers, addressing inquiries and resolving issues to enhance satisfaction
- Collaborate with stakeholders to gather and analyze feedback, driving service improvements
- Develop and maintain process documentation to support customer service initiatives
- Utilize data visualization tools (Power BI, Excel) to present insights that inform operational decisions
- Implement strategies that centralize customer data, leading to a 20% increase in satisfaction
Customer Service Representative
UGS - Accenture
09.2021 - 10.2022
- Engaged with clients to assess needs, ensuring prompt resolution of queries and high satisfaction levels
- Conducted user acceptance testing (UAT) to validate new features against client expectations
- Assisted in training clients on new services, enhancing their understanding and usage of systems
- Streamlined support processes, achieving a 30% improvement in response times
Junior Business Analyst
Harmony Infotech
10.2018 - 02.2019
- Captured customer requirements through interviews and surveys, ensuring alignment with community needs
- Supported project management by tracking progress and managing change requests
- Contributed to process improvement strategies that enhanced customer satisfaction
Education
Master of Information Technology - Business Analyst & IT Strategy Management
Deakin University
VICBachelor of Engineering - Electronics & Communication
Vignan’s University
IndiaSkills
- Administration Systems: Proficient in centre booking and administration systems
- Project Management: Atlassian Suite (Jira, Trello, Confluence)
- Documentation & Collaboration: Microsoft Office Suite
- Data Visualization: Microsoft Power BI, Excel
- CRM Systems: HubSpot
- Database Querying: SQL, MSSQL
- Process Modeling Tools: MS Visio, LucidChart
- Communication Platforms: Microsoft Teams, Slack, Zoom
Certification
- Certified Business Analyst (CBAF)
- ISO 20000 - ITSM Certificate
Personal Information
Visa Status: Australian Citizen
Educationcertifications
- Master of Information Technology, Business Analyst & IT Strategy Management, Deakin University, VIC, 2021
- Bachelor of Engineering, Electronics & Communication, Vignan’s University, India, 2017
Timeline
Customer Relations Analyst
Digital Web Experts - Carl’s Jr
01.2023 - Current
Customer Service Representative
UGS - Accenture
09.2021 - 10.2022
Junior Business Analyst
Harmony Infotech
10.2018 - 02.2019
- Certified Business Analyst (CBAF)
- ISO 20000 - ITSM Certificate
Master of Information Technology - Business Analyst & IT Strategy Management
Deakin University
Bachelor of Engineering - Electronics & Communication
Vignan’s University
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