Hima Bindu Rayapaneni
O'Fallon
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
10
10
years of professional experience
Work History
Senior Advisor
Concentrix
O'Fallon
10.2023 - 12.2024
- Worked in different projects where I had to handle inbound and outbound calls and resolve the client issues.
- Multitasking by noting what has been done in the call
- Made sure the clients issues are resolved at the first time call.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Contacted customers about potential service upgrades, new services and account changes.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Agent Insights (Quality Analyst)
Nuance Transcriptions Pvt Ltd.
02.2018 - 03.2021
- To ensure hassle free order placing by customers
- To help colleagues with product and process related queries
- To monitor chats on a real time basis and provide feedback on the same
Customer service executive
Hipower Solutions
03.2016 - 11.2017
- Maintaining quality of the game and service
- Handling queries related to the game (Clash of Clans and Clash Royale) and solving the issues faced by the customers due to bugs in the game
- Refunding for the bugs
- Handling escalations from High spending customers
- Providing efficient support to the customers
Digital chat support executive
24/7 Pvt Ltd.
03.2015 - 03.2016
- Handling queries related to credit cards, account and billing issues
- Giving accurate information about their account
- Assisting customers with credit card related issues
- Educating customers with additional information
Education
Master of Science - Pharmaceutical Sciences
Sree Vidyanikethan College of Pharmacy
12-2015
Skills
- Customer relationship management
- Order tracking
- Electronic documentation
- Service upgrades
- Quality assurance
- Customer service
- Call handling
- Time management
- Effective communication
- Attention to detail
- Problem solving
- Team collaboration
- Creative problem solving
- Task prioritization
Educational background
- Bachelors in Pharmacy, Sree Vidyanikethan Pharmacy College.
- Masters in Pharmacy, Sree Vidyanikethan college of Pharmacy.
Cv Synopsis
I have 5 plus years of experience as Quality analyst, customer service associate as, customer care executive and Sales executive. I have thorough knowledge in handling customer queries and requests via chat, email and phone process.
Timeline
Senior Advisor
Concentrix
10.2023 - 12.2024
Agent Insights (Quality Analyst)
Nuance Transcriptions Pvt Ltd.
02.2018 - 03.2021
Customer service executive
Hipower Solutions
03.2016 - 11.2017
Digital chat support executive
24/7 Pvt Ltd.
03.2015 - 03.2016
Master of Science - Pharmaceutical Sciences
Sree Vidyanikethan College of Pharmacy