Neelima Uppu

· Managed high call volumes (an average of 80 calls) while providing exceptional customer support and maintaining professional composure.

· Handled escalated calls professionally, effectively resolving complex issues and always ensuring client satisfaction.

· Addressing customer inquiries, solving problems and providing information on health system benefits.

· Following the conversational script provided by Memorial and keeping the customer calls under 10 minutes.

· Escalating customer calls to my supervisor, if needed.

· Consistently maintained 95% customer service satisfaction ratings through quality control.

· Establish trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

· Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

· Streamlined call flow processes for more efficient response times and increased productivity.

· Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

· Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

· Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

· Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

· Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.

· Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

· Collaborated with team members to share the best practices and improve overall team performance in meeting targets.

· Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.

· Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

· Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

· Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

· Processed payments efficiently and accurately.

· Met customer call guidelines for service levels, handle time and productivity.

· Maintained accurate inventory levels and replenished stock as needed.

· Coordinate sales effort with team members and other departments.

· Expedite the resolution of customer problems and complaints to maximize satisfaction.

· Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.

· Continuously improve through feedback.

· Establish, develop and maintain positive business and customer relationships.

· Responded proactively and positively to rapid change.

· Investigated and resolved customer inquiries and complaints quickly.

· Educated customers about billing, payment processing and support policies and procedures.

· Delivered prompt service to prioritize customer needs.

· Followed through on all critical inter-departmental escalations to increase customer retention rates.

· Trained new personnel regarding company operations, policies and services.

· Managed timely and effective replacement of damaged or missing products.

· Collaborated with team members to share the best practices and improve overall team performance in meeting targets.

• Ensured regulatory compliance with federal, state, and local environmental laws by providing guidance on proper procedures and best practices.
• Enhanced environmental protection efforts by developing and implementing comprehensive plans to address waste management and pollution control.
• Established long-term monitoring programs for air quality, water quality, noise pollution, soil contamination in sensitive areas to ensure ongoing compliance with applicable regulations as well as track progress towards sustainability goals.
• Coordinated with external partners such as regulators, consultants, and contractors to achieve project objectives related to environmental protection and compliance.
• Facilitated cross-functional collaboration between departments to address environmental concerns, fostering a culture of shared responsibility for protection efforts.
• Improved community relations through the development of public outreach programs focused on environmental education and awareness.
• Conducted detailed site investigations to identify sources of contamination, ultimately leading to successful clean-up efforts.
• Shared best practices and developed synergies for businesses to achieve results.
• Prepared detailed scientific reports or presentations based on findings.
• Interpreted test data to determine whether contamination existed in accordance with environmental laws.
• Maintained detailed records of completed tasks, facilitating accurate reporting to supervisors or project managers as needed.
• Ensured timely completion of projects by adhering to schedules and prioritizing tasks efficiently.
• Demonstrated adaptability by quickly learning new tools, equipment, and techniques as required for various jobs.