Vandana (Vandy) Jammalamadaka

• Onboarding & Training: Led end-to-end onboarding and product training across all offerings, ensuring seamless adoption and successful product utilization. Maintained a 100% track record of ensuring all newly signed customers meet their go-live date within one week of registration.
• Client Outreach & Growth: Engaged mid- to low-value clients, analyzing usage patterns and identifying opportunities to drive growth through tailored strategies and product offerings (e.g., WhatsApp, Email solutions).
• Account Management: Managed client accounts end-to-end, fostering long-term relationships, identifying growth opportunities, and executing success plans to boost retention and revenue.
• Collaboration with Sales & Marketing: Worked closely with the Sales and Marketing teams to align on overall goals and drive positive gross profit outcomes. Ensured the seamless handover of upsell and upgrade opportunities, enabling the sales team to close deals and maximize revenue potential.
• Customer Satisfaction: Consistently achieved a 95%+ NPS score by proactively addressing client needs and maintaining strong relationships.
• Issue Resolution: Collaborated with cross-functional teams to resolve complex product issues, ensuring client satisfaction and seamless service delivery.
• First-line Support: Provided first-line support to clients through various channels, assisting internal Sales/Marketing teams as needed.
• Data Reporting: Utilized SQL scripts to generate reports, designing data in Excel for client and internal team use.
• Global Collaboration: Worked with international teams to address client needs related to integrations, registration processes, and enabling new features (e.g., WhatsApp integration).
• Webinars & Education: Hosted and facilitated customer success webinars, providing valuable product training, fostering community engagement, and driving customer satisfaction.

As a Mental Health First Aider:

• Seminars & Programs: Organized and led mental health awareness seminars and events, promoting wellness and resources to support colleagues' mental health.
• One-on-One Support: Provided confidential, empathetic support to colleagues dealing with mental health challenges, offering guidance and referrals to professional resources when needed.
• Wellness Initiatives: Advocated for a healthy work environment by offering mental health first aid training and promoting overall wellbeing within the team.

• Highly involved in providing timely resolution of product and services such as New feature roll outs, Demo requests, product queries, etc. Also resolving customer support queries such as Optimizing the chat bot on AI enterprise platform and handing over the complex ones to the IT team.
• Responding to queries of random statistical data from our platform for our clients and also Google Analytics data for certain high valued customers.
• First point of contact for all the B2B Key account clients from various industries for account management, problem solving and query responses via face-to-face, phone and email communications.
• Setting up Monthly meetings and reviewing the product metrics to show value, to provide potential issues or concerns, and provide recommendations and to identify any user requirements and followup on them.
• Data analysis on the data acquired from the enterprise platform and to create reports using various tools like Microsoft excel, word , etc from Office Suite and other resources.
• Managing our client ticket queue on Hubspot for client related issues to resolve quickly and efficiently and Jira for our internal tasks and handovers.
• Constant communication with dormant clients to understand the root cause and identify and offer solutions to reduce churn.
• Develop Success Plans for each business clients that outline their critical success factors and also in the creation of Customer Personas that helped business with customer segmentation.
• Played a part in the creation of Customer Journey road map and helping outline the touch points of the client with the business.
• Adapt to potential growth aspect from the business side of the road map and being able to identify related opportunities for the business clients that could fit in to their business challenges.

• Provide timely, accurate and friendly assistance to ConnectEast customers and the general public for all enquiries via telephone and email in an inbound or outbound direction.
• Respond to enquiries, complaints and disputes from ConnectEast customers.
• Ensure the timely response to all customers' and other interested parties' correspondence.
• Assist colleagues with questions regarding department work processes.
• Handle sensitive information with discretion and confidentiality.
• Provide comprehensive and accurate information to customers with questions and complaints about Breeze products and EastLink.
• Control work received in the various email mailboxes, BIS cases, reports, post, fax and management.
• Accurately recording types of work completed and length of time to complete tasks.
• Respond to customer requests for notifications.
• Adhere to strict Concession-Deed key performance indicators,by managing the
• delivery and response of quality customer service, under limited direction and in a timely and efficient manner. Adapt and adjust to any changes in the KPIs
• Establish and maintain customer accounts with excellent accuracy.
• Delivery high quality customer service by investigating and resolving customer
• complaints / enquiries to the mutual satisfaction of the customer and ConnectEast.
• Provide status reports to management.
• Complete work in set timeframes or as directed.
• Record and process returned mail.
• Completed at a processing tasks effectively and with a high degree of accuracy.
• Perform outbound calls to customers with information 5 responses to contact when required.
• Action work requests 5 reports from our external stakeholders.
• Performed and excelled in Image Processing reviews
• Perform quality assurance activities.
• Train new hires with on-floor phone management and call process to ensure high call quality to achieved and settled in quickly.

• Handling calls on day to day basis
• Assisting customers in organizing pickups for their deliveries using automated applications.
• Registering accurate details and advising business customers with information relating to their accounts
• Assisting customers with arranging parcel delivery options
• Communicating with other departments to resolve issues relating to both deliveries and pickups
• Engaging in investigations on the missing parcels and communicating with other departments to resolve the issues
• Scheduling deliveries / pickups of the customers to/from their designated areas of residence or nearby Startrack depots/Post offices.

• Managed approximately 30 incoming calls, emails and faxes per day from customers
• Understanding and supporting customers needs and service them for a better customer service satisfaction.
• Maintaining a professional work balance relation with the co-employees and also being in a team environment and showing leadership qualities.
• Participate, supported and contributed to development of a flexible team within the contact centre and Queensland Motorways business as a whole.
• Contributed to highlight issues and provide input to Team Leader on possible solutions and improvements to work processes, including assisting with updating document procedures when required to improve efficiency and consistency.
• Ensure quality work is achieved through the accurate recording of customer information on the systems. Complete accurately and appropriately any internal Queensland Motorways forms and documents as required.
• Update and accurately confirm all database changes of details as requested to ensure accurate information. Deliver operational outcomes as required to ensure operational requirements are met. Solve operational problems within the responsibility of your role and refer other issues to the Team Leader so that issues and problems are dealt with promptly.
• Demonstrate effective time management to meet individual adherence to schedule requirements as well as other (team/ department) key performance indicators (KPIs) and adjust when KPIs change to meet business needs, as per the ROAD document.
• Train the new employees within the call centre and ensure high quality call quality management arenas with the new starters.
• Floor supervisor, taking escalation calls as and when needed to ensure high standard customer service satisfaction and assisting the customer service representative with queries and approving the write offs.
• Added to the above roles, trained on multi-faceted areas of the organisation on a whole. Be able to operate other arenas such as able to meet the requirements as and when needed by other departments so as to decrease the work load. Some of them include helping Web mail department/ foreign toll operation department and Manual image review team.