Nagasri Neha Samudrala
Etobicoke,ON
Summary
Caring and dedicated customer service professional with 4 years of experience in delivering exceptional service across various industries. Passionate about enhancing the customer experience and increasing retention by providing prompt, personalized solutions and effectively addressing customer concerns.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Javvaji Ross and Wasi Medical Group
01.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Amazon.in
10.2019 - 12.2021
- Efficiently managed an average of 80 customer inquiries and issues daily, achieving a 96% customer satisfaction rate.
- Maintained comprehensive knowledge of Amazon's vast and evolving product offerings, leading to a 9% improvement in customer retention by proactively suggesting relevant products to returning customers.
- Streamlined onboarding processes by documenting customer interactions, reducing the onboarding time for new representatives by 15%.
- Ensured accuracy and currency of customer information by consistently updating records in HubSpot CRM during interactions across email, phone, and social media platforms.
- Boosted average order size for new customers by 14% by accurately identifying their needs and recommending appropriate products.
Education
Bachelor of Technology - Computer Science
Sri Indu College Of Engineering & Technology
Hyderabad, India05.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- CRM (HubSpot) NPS
- Customer Retention
- Customer Satisfaction
- Empathetic & Courteous
- Detail-oriented
Timeline
Customer Service Representative
Javvaji Ross and Wasi Medical Group
01.2022 - Current
Customer Service Representative
Amazon.in
10.2019 - 12.2021
Bachelor of Technology - Computer Science
Sri Indu College Of Engineering & Technology
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