Customer Service Engineering

SONIKA VEPARALA

West Haven, CT-***** 475-***-**** ****.********@*****.***

Motivated student pursuing master’s in Engineering operational management at University of New haven. Eager to bring value to the Management industry through hard work and commitment to quality. Possess hands-on professional experience in dealing with international clients. Strong multitasking skills with excellent workplace focus.

SKILLS

Tools: Minitab, Arena, Salesforce, Visual MASM

Data Modelling:Cluster analysis, Hypothesis Testing, Linear Regression, Multilinear Regression Soft skills:Interpersonal skills, Time management, Decision making, Problem solving, Leadership, Customer service, Critical thinking, Report preparation PROFESSIONAL EXPERIENCE

Community Operational Specialist, Uber India (Oct 2017 - Oct 2018)

● Developed effective solutions to resolve issues through strategic planning, maintaining standard of service by collecting client’s technical data to find an evaluate issues, implementing strategies to provide front line incident resolutions for interruptions in IT services

● Achieve business targets by collaborating with peers, service providers and managers. Prepared and represented monthly report to upper management, including sorting PC performance tickets to detect recurring issues

● Served as first point of contact for international paper clients in order to prioritize and escalate technical issues and requests

Key Achievements

● Collaborated with a quality team to ensure consistent level of customer service goals and metrics. Applied customer service and interpersonal skills to 90% on monthly customer satisfaction survey

Industrial Training Intern, Bharat Heavy Electricals Limited, India (May 2016 - Aug 2016)

● Analyze and interpret design of power distribution systems with applicable engineering standards and their requirements

● Analyzing the design and manufacture process of transformers Teaching Assistant, University of New Haven, USA (Aug 2020 - Dec 2020)

● Under the guidance of professor, I have assisted undergrad students and helped them in supply chain subject

● Responsibilities like preparing teaching materials, grading writing assignment EDUCATION

● Master’s in Engineering Operational Management, University of New Haven, CT GPA – 3.5 Course Work: Lean Manufacturing, Project management, Lean manufacturing, Six sigma, Supply chain, Quality analysis, Manufacturing analysis, Cost estimating, System Simulation

● Bachelor’s in Electrical Engineering (June 2013- March 2017 ) Course Work: Management science, Managerial Economics and Financial analysis, Project management and structured finance

ACADEMIC PROJECT

PLC based goods sorting system, Automated Goods sorting system using PLC (June 2017 )

● The improvement of PLC system to sort gadgets in accordance with their peak have been designed and the objects are looked after in line with their respective height

● The fundamental conveyor is supported by means of two branches to load the prominent item onto the respective one as separated by way of digital system and detected by proximity sensors Navigating Pandemic Supply Challenges (Sept 2020)

● The faster the lead time, the more efficient the entire supply chain would handful of benefits of lead time reduction

● The overall work done on this project is that when there is low risk, the suppliers would not be able to produce enough supplies to consumer

Functions of Mahindra and Mahindra Limited (Oct 2020)

● The goal before starting this project was to decrease the rework percent from 18.24% to 5%, but we have achieved reduction up to 7.5%

● Further we can reset our goal to reduce this rework percent up to 1-2% using 6 sigma approach CERTIFICATIONS

● Project Management: International Projects

● Operational Excellence Foundation

● Six sigma Foundations

EXTRACURRICULAR ACTIVITIES

● Presented paper on Power systems at Vasavi College of Engineering.

● Participated in the workshop on Circuits and networks, in 2015

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