Customer Service & Operations Professional with MBA

RESHMA MOHANTY

Cumming, GA ****************@*****.*** 678-***-****

CAREER SUMMARY

Customer service and operations professional with an MBA in Services Marketing and 5+ years of experience in client relations, digital content operations, and team leadership. Proven success working with global organizations including Google and Aircel Telecommunications. Strong communication, analytical, and problem-solving abilities with a focus on service quality, accuracy, and customer satisfaction. Seeking to contribute to a financial or service organization in a customer-facing or operational support role.

CORE SKILLS

• Customer Service & Client Relations

• Call Center Operations / Inbound & Outbound Support

• Cash Handling & Billing Cycle Knowledge

• Leadership & Team Training

• Quality Assurance & Process Improvement

• Microsoft Office (Suite, Excel, Word, PowerPoint)

• Data Entry & CRM Software

• Multitasking & Time Management

• Cross-Functional & Multicultural Teamwork

PROFESSIONAL EXPERIENCE

Operations Specialist – Google Maps & Google eBooks Google (through vendor project) Hyderabad, India 2011 – 2012

• Analyzed and verified user-submitted map data to improve location accuracy for Google Maps.

• Reviewed and formatted digital book content to meet global publishing standards.

• Ensured metadata consistency and device compatibility for eBook files.

• Collaborated with cross-functional teams to maintain project accuracy, timelines, and efficiency.

• Achieved 98% accuracy in mapping and content validation. Team Manager – Customer Service

Aircel Telecommunications Bhubaneswar, India 2005 – 2008

• Managed a 20-member customer-service team handling billing, account inquiries, and service requests.

• Improved customer satisfaction and retention through training and quality coaching.

• Scheduled team shifts, managed attendance, and tracked KPIs (SLAs & CSAT scores).

• Handled escalations and resolved customer issues promptly and professionally.

• Promoted twice within three years for strong leadership and performance results. EDUCATION

Master of Business Administration (MBA) – Services Marketing Institute of Management & Information Sciences Bhubaneswar, India 2010 Bachelor of Arts – English Honors

Utkal University Bhubaneswar, India 2005

ADDITIONAL EXPERIENCE & LIFE SKILLS

• Managed household operations and raised two children, enhancing organizational and multitasking abilities.

• Developed strong interpersonal, problem-solving, and communication skills through community engagement.

• Volunteer / Coordinator for local NGO events and cultural activities. INTERESTS

Performing Arts (Odissi Dance & Teaching), Baking & Cooking (Egg-free recipes), Travel, Community Volunteering

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