Care Associate Case Manager
Resume:
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Sri Sandhya Kolukula
***.********@*****.***
Summary
Total of 7+ years of experience in Customer Service and4+ years of experience in team management
Customer focused and result oriented.
Highly motivated with experience in managing different teams Educational Qualifications
• BA (Mathematics) from Nizam College, Osmania University, India. Work Experience
1) Worked at DELL Inc, Hyderabad, India from 10th of February 2003 – May 12th 2010
Case Manager – March 2006 – May 2010
March 2006 -Feb 2008(Email Case Manager)
Feb 2008-May 2010(Phone Support Case Manager)
Job Responsibilities:
• Handling the team’s day to day operations.
• Working closely with the manager for the team’s appraisals.
• Communicates teams progress by conducting weekly meetings and evaluations.
• Maintaining reports for the team and letting the team know on what parameters. they need to improve.
• Identifying Bottom quartile agents and providing training to them and identifying the TNI for the team which is a continuous process. Provide guidance and feedback regarding performance.
• Coordinating with the reporting team
• Maintaining accurate records and documenting all customer service activities and discussions
• Interacting with customers and handling customer escalations and complaints in a timely manner
• Maintains customers records by reviewing case notes, logging events and progress.
• Helped the team in understanding their individual metrics and helped them to reach the targets.
• Auditing the calls of the front-line agents and providing feedback.
• Making weekly and monthly reports and surveys
• Updates job knowledge by participating in training sessions.
• Focuses on delivering a positive customer experience according to Dell standards.
• Monitors and tracks issues to ensure accurate resolution.
• Verify timecards are accurate and complete.
• Planning leaves for the team in advance and controlled outage% Dispatch Specialist – February 2004- February 2006 Job Responsibilities:
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• Quality check of the work done by the representatives thereby ensuring customer satisfaction.
• Approving the exchange and short order request set up by the representatives and ensuring they are error free.
• Training the front-line agents by correcting their errors and sending kickback via email.
• Assisting the front-line representatives through chat.
• Clarifying all the P&P related queries of the representatives.
• Training new hires
• Updating the team with all the new PnP updates
E-care Associate– October 2003 – February 2004
Job Responsibilities:
• Handling queries of the customers through E-mails making sure of first time resolution and customer satisfaction.
• Manage emails relating to order status for missing, wrong or damaged orders, and customer escalation from both phone and email.
• Engage with internal departments (order processing, sales etc.) to resolve customer issues or complaints within SLA timelines
• Participate in training opportunities provided by the organization. Customer Care Associate – February 2003 – September 2003 Job Responsibilities:
• Handling queries of the customers through inbound calls ensuring first time resolution and customer satisfaction.
• Manage calls relating to order status for missing, wrong or damaged orders, and customer escalation from both phone and email.
• Engage internal departments to resolve customer issues or complaints within SLA timelines.
• Set realistic customer expectations and meet or exceed them.
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.
• Participate in training opportunities provided by the organization. Additional responsibilities:
1. Handled the BQ team for a Quarter
2. FFH (friends for hire) spoc for complete floor and coordinating with the Staffing team for recruiting
3. Co-ordinating with the training team and conducting KC tests across the teams and taking training sessions
4. Handled escalations of Dell Outsource Spectra Mind Achievements:
• Promoted as Case Manager for a team of 12
• Awarded as Case Manager of the Quarter for Q4 FY07 and Q1FY08
• Awarded as Case Manager of the Quarter for Q1FY10
• Awarded as RS of the segment from Process Director
• Was awarded the “Extra Miler Award”
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• Received Special contribution Award
• Awarded as Agent of the Quarter twice.
• Awarded as Agent of the month five times.
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