Summary
Overview
Work History
Education
Skills
Timeline
Volunteer

Kalyani Kunkalaguntla

Phoenix,AZ

Summary

Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of call center functions. Grasps and articulates sensitive and complex situations with diplomacy and ease.

Overview

13
13
years of professional experience

Work History

Customer Service Representative Supervisor

Humac Inc
01.2022 - Current
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Collaborated with other departments to address customer issues, resulting in improved cross-functional communication.
  • Managed customer service budgets for cost-effective staff and resource allocation.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Managed high call volume while maintaining exceptional quality standards in line with company expectations.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.

Customer Service Executive

Adecco Ltd
01.2019 - 12.2021
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Sought ways to improve processes and services provided.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Promptly responded to inquiries and requests from prospective customers.
  • Spearheaded initiatives that streamlined work processes, enabling the team to handle more calls efficiently without compromising on client satisfaction levels.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Customer Care Representative

IBM
03.2011 - 09.2018
  • Continuously sought self-improvement opportunities through ongoing education and professional development programs related to Field of customer care.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Created and maintained detailed database to develop promotional sales.
  • Implemented and developed customer service training processes.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Developed and updated databases to handle customer data.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Navigated multiple computer systems and applications to find information.

Education

MBA HR -

JNTU University
Hyderabad, Andhra Pradesh
08.2009

Skills

  • Documentation and Recordkeeping

  • Customer Service Management

  • Presentation Design

  • Administration and Operations

  • Documentation and control

  • Coaching and Mentoring

  • Schedule Coordination

Timeline

Customer Service Representative Supervisor

Humac Inc
01.2022 - Current

Customer Service Executive

Adecco Ltd
01.2019 - 12.2021

Customer Care Representative

IBM
03.2011 - 09.2018

MBA HR -

JNTU University

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Kalyani Kunkalaguntla