Sneha Dasa
Melbourne,VIC
Summary
Committed in enhancing customer experience and quality assurance, leveraging skills in complaint resolution and Microsoft Office. Expert in driving cross-functional team collaborations and implementing customer service initiatives, resulting in significant quality improvements. Skilled in multitasking and problem-solving, consistently prioritizing tasks for efficient resolution.
Overview
8
8
years of professional experience
Work History
Senior Quality Assurance Associate
Wells Fargo
Hyderabad, Telangana
10.2023 - 07.2024
- Auditing calls on a daily basis to maintain the team's quality score in check.
- Providing timely feedback to the representatives in order to avoid future errors.
- Collaborating with cross-functional teams to understand and implement customer service initiatives.
- Developed training materials and operating manuals to provide guiding and clear instructions for quality assurance.
- Participated in quality assurance calibrations to discuss current projects and developments.
- Working with off-site teams to complete timely tests, and facilitate smooth product releases.
- Conducted weekly analysis for identified issues, ensuring timely resolution of problems.
Senior Customer Service Representative
Wells Fargo
Hyderabad, Telangana
08.2022 - 10.2023
- Provided support to customers via phone, email, and chat.
- Responded promptly to inquiries from customers about products or services.
- Identified trends in customer issues and provided recommendations for resolution.
- Resolved escalated customer complaints in a timely manner.
- Developed and implemented customer service policies and procedures.
- Monitored customer feedback surveys to identify areas of improvement.
- Assisted in developing strategies to improve the overall customer experience.
- Conducted customer service training for new hires.
Senior Process Executive
Cognizant
Hyderabad , Telangana
05.2021 - 06.2022
- Optimizing business visibility on the Google Search panel to improve business opportunities.
- Created detailed documentation for each process to ensure compliance with regulations.
- Resolved issues arising from process changes in a timely manner.
- Reviewed customer service requests and provided solutions within specified timelines.
- Monitored performance metrics to evaluate effectiveness of established procedures.
- Conducted process assessments to identify areas of improvement in business operations.
Fraud Officer
HSBC
Hyderabad, Telangana
05.2019 - 05.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Investigated and resolved customer complaints related to fraudulent activity.
- Monitored suspicious activity on customer accounts, identified potential fraud and reported findings to management.
- Maintained records of all cases investigated and ensured accuracy of documents submitted for review.
- Implemented security protocols designed to protect against unauthorized access to sensitive information or assets.
- Educated customers about preventative measures they can take against possible fraudulent activities.
Process Developer
Genpact
Hyderabad, Telangana
10.2016 - 04.2019
- Responsible for reviewing and proofreading the content to maintain social media platform hygiene.
- Collaborated with internal teams to ensure compliance with established policies and procedures.
- Identified areas of improvement within existing processes and procedures to optimize efficiency.
- Developed strategies for improving customer experience by analyzing user behavior patterns.
- Provided training support for new team members in areas such as policy enforcement, quality control.
Education
GED -
St. Mary's College
Hyderabad05-2016
High School Diploma -
Narayana College
Hyderabad04-2012
Skills
- Call management
- Complaint resolution
- Inbound and outbound calling
- Microsoft Office
- Multitasking and organization
- Problem-solving
- Task prioritization
Languages
English
Professional
Hindi
Professional
Telugu
Professional
Kannada
Limited
Timeline
Senior Quality Assurance Associate
Wells Fargo
10.2023 - 07.2024
Senior Customer Service Representative
Wells Fargo
08.2022 - 10.2023
Senior Process Executive
Cognizant
05.2021 - 06.2022
Fraud Officer
HSBC
05.2019 - 05.2021
Process Developer
Genpact
10.2016 - 04.2019
GED -
St. Mary's College
High School Diploma -
Narayana College
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