Anupama Poudel
Fort Worth,TEXAS
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Hawks Bay Insurance Group Inc
Irving, TX
09.2025 - Current
- Led customer service team to enhance client satisfaction through effective communication and issue resolution.
- Implemented training programs for staff, improving service delivery and customer engagement strategies.
- Developed and maintained customer feedback systems to identify areas for improvement and drive operational efficiency.
- Analyzed service metrics to streamline processes, resulting in reduced response times and improved service quality.
- Coordinated with cross-functional departments to align services with client needs and expectations.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Python Integration Developer
The Matlen Silver Group, Inc.
Dallas, TX
04.2023 - 04.2024
- Developed and maintained Python applications, ensuring high performance, scalability, and reliability
- Collaborated with cross-functional teams to gather requirements and design solutions for complex business problems
- Implemented efficient algorithms and data structures to optimize application performance
- Debugged and resolved software defects in a timely manner, improving overall system stability
- Utilized version control systems such as Git to manage codebase and facilitate collaboration with team members
- Created unit tests using frameworks to ensure code quality and minimize bugs
- Participated in code reviews, providing constructive feedback to enhance the quality of the codebase
- Mentored junior developers, assisting them in improving their coding skills and best practices
- Worked closely with product owners to understand project requirements and translate them into technical specifications
- Mentored junior developers in the team, sharing knowledge of integration methodologies and fostering a collaborative learning environment.
- Increased team efficiency with the development of internal tools to monitor and manage integration processes more effectively.
Customer Service Representative
Hawks Bay Insurance Group
Irving, TX
05.2021 - 12.2022
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed Approximately 30 incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Upsold additional products or services to customers based on their needs and preferences
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Primary Assistant Teacher
Center For Hope
Cedar City, UT
01.2021 - 05.2021
- Developed and implemented age-appropriate lesson plans and activities for children in a day care center
- Provided a safe and nurturing environment for children, ensuring their well-being at all times
- Facilitated learning through play, encouraging social interaction, creativity, and cognitive development
- Created individualized learning goals for each child based on their developmental needs and abilities
- Collaborated with parents to understand their child's specific needs and provide regular updates on progress
- Managed classroom dynamics effectively by implementing positive discipline strategies
- Promoted good hygiene habits among children by teaching proper handwashing techniques
- Assisted in developing engaging lesson plans to enhance student learning experiences.
- Developed strong communication channels with parents, guardians, and colleagues to foster an inclusive learning environment for each child.
- Contributed to a positive school culture by actively participating in staff meetings, committee work, and school-wide events aimed at promoting collaboration and community involvement among stakeholders.
Junior Content Manager
Rillmark pvt ltd
Kathmandu, Bagmati
05.2017 - 05.2018
- Managed and updated website content, ensuring accuracy, relevance, and consistency
- Collaborated with cross-functional teams to develop and implement content strategies that aligned with business goals
- Optimized web content for search engine optimization (SEO) to improve organic traffic and increase visibility
- Utilized content management systems (CMS) such as WordPress or Drupal to publish and maintain web pages
- Conducted regular audits of website content to identify outdated information or broken links, resulting in improved user experience
- Researched industry trends and competitor websites to stay informed about best practices in web content management
- Developed editorial calendars and timelines to ensure timely delivery of new content initiatives
- Monitored key performance indicators (KPIs) such as page views, bounce rate, time on site, etc., using analytics tools like Google Analytics
- Collaborated with graphic designers or multimedia specialists to create visually appealing web assets including images or videos
- Presented monthly reports on key performance metrics to senior management, providing insights into areas requiring attention.
- Used content management system to analyze user engagement and website traffic metrics.
Education
Master's degree - IT AND MANAGEMENT
Dallas Baptist University
Dallas, TX12-2022
Skills
- Administrative support
- Customer retention
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer relations
- Training and mentoring
- Excellent time management skills
Certification
Driver's License
Additional Information
Authorized to work in the US for any employer
Employee Excellence Award
Won a lead warrior competition with more than 100 leads.
Languages
English
Full Professional
Nepali
Native or Bilingual
Hindi
Limited Working
Timeline
Customer Service Manager
Hawks Bay Insurance Group Inc
09.2025 - Current
Python Integration Developer
The Matlen Silver Group, Inc.
04.2023 - 04.2024
Customer Service Representative
Hawks Bay Insurance Group
05.2021 - 12.2022
Primary Assistant Teacher
Center For Hope
01.2021 - 05.2021
Junior Content Manager
Rillmark pvt ltd
05.2017 - 05.2018
Master's degree - IT AND MANAGEMENT
Dallas Baptist University