Manohitha Kaudapola

Customer Service Representative
Cognizant Technology Solutions – Hyderabad, India
Aug 28 2012– May 9 2018

• Delivered prompt, high-quality service to customers via chat, phone, email and channels.
• Resolved an average of 50 customer inquiries daily, maintaining a 90% satisfaction rating.
• Identified and documented recurring issues; collaborated with management on solutions.
• Trained and mentored new team members, reducing onboarding time by 50%.
• Participated in product training sessions and team workshops to stay current with company offerings.
• Addressed customer complaints efficiently, escalating complex issues when necessary
• Maintained detailed records of interactions and feedback to support product improvement
• Consistently met or exceeded KPIs for response time and issue resolution
• Generated monthly and quarterly team report to improve the quality of services identifying the issues.
• Logged multiple servicenow tickets for the client issues and assigned them to respective teams to resolve.