Summary
Overview
Work History
Education
Skills
Timeline
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Srilatha Munagala

Columbia,SC

Summary

Personable and dedicated Customer Service Representative with extensive experience in customer Billing, Mobile workforce & HR. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

Customer Support Representative

Arise Portal
Columbia, SC
09.2018 - 12.2019
  • Assist, customers with billing inquiries • Review, analyze and respond to customers’ billing inquiries • Resolve customers’ open issues or questions • Troubleshoot technical issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Shared detailed information regarding Comcast product options to help customers make decisions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Resolved 95% of issues with first call and escalated more complex issues to obtain necessary customer support.
  • ‪Responded quickly to customer inquiries, needs and problems.‪
  • Documented conversations with customers to track requests, problems and solutions.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Set up and activated customer accounts.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Evaluated benefits for each caller to determine service needs and address concerns.

Recruiter

Z-Axis Tech Solutions Inc.
Columbia, SC
01.2010 - 01.2015
  • Established positive working relationships with Hiring Supervisors, Project Managers, and Superintendents.
  • Motivated, screened, and answered 10-20 applicants questions per day •Monitored and evaluated recruiting metrics such as daily call volume, new applicants, new enrollments, and retention.
  • Reviewed referral candidates and contacted qualified individuals to request applications.
  • Built and leveraged professional network connections which provided continuous and relevant applicant sources across diverse industries and experience levels.
  • Sourced, qualified and conducted screening interviews with job candidates.
  • Prepared and submitted listing of qualified applicants for review and coordinated next-phase interviews with management team and potential candidate.
  • Negotiated candidate salaries and prepared employment contracts.
  • Performed professional and technical recruiting in areas of Linguist, Translators, Interpreters and IT professionals.
  • Organized applicant drug tests and obtained results.
  • Contacted all job applicants to inform of application status.

Technical Associate Customer Support

Ventyx Inc.
Columbia, SC
03.2007 - 12.2009
  • Handle customer escalations and follow-up as needed •Escalated issues to third party vendors; provided assistance to field representatives, and followed-up to ensure customer satisfaction •Identified and thoroughly document chronic issues •Performed problem investigation and researched to resolve system related issues •Recorded and maintained information of all assigned client issues and resolutions.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented conversations with customers to track requests, problems and solutions.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • ‪Responded quickly to customer inquiries, needs and problems.‪
  • Escalated customer concerns to supervisors.

Education

Masters in Computer Application -

Osmania University
Telangana, INDIA
04.2000

Skills

  • Billing
  • Customer satisfaction
  • Hiring
  • Recruiting
  • Troubleshoot
  • Customer service excellence
  • Customer service

Timeline

Customer Support Representative

Arise Portal
09.2018 - 12.2019

Recruiter

Z-Axis Tech Solutions Inc.
01.2010 - 01.2015

Technical Associate Customer Support

Ventyx Inc.
03.2007 - 12.2009

Masters in Computer Application -

Osmania University

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Srilatha Munagala