Kalpana Yathiraju
New South Wales,Sydney
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Junior Relationship Executive
Muthoot Finance
Bangalore, Karnataka
02.2012 - 10.2014
- Established effective communication channels between the organization and its customers via emails, phone calls, text messages.
- Created surveys to gather insights from customers regarding their experience with the company's products or services.
- Conducted research on market trends and competitors' activities to identify opportunities for improvement.
- Analyzed customer feedback data to determine areas of improvement in service delivery processes.
- Prepared reports on key metrics such as customer retention rates, lead conversion rates.
- Provided customers with product information, pricing updates, and other relevant data.
- Ensured compliance with all applicable laws when dealing with customers' personal data or confidential information.
- Developed and implemented comprehensive customer relationship management plans.
- Maintained records of customer interactions, transactions, comments and complaints.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Developed presentations to showcase the company's products and services to prospective clients.
- Provided highest quality customer service standards by anticipating customer needs.
Customer Service Representative
Sparsh BPO Services
Bangalore, Karnataka
07.2011 - 01.2012
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
Bachelor of Business Management -
St.Francis De Sales Degree College
Anekal05-2011
Commerce -
Swamy Vivekananda Pu College
Anekal05-2008
High School Diploma -
Pearl Valley Education Society
Anekal05-2006
MBA - Business Management
St.Francis De Sales Degree College
AnekalSkills
- Financial Acumen
- Customer Service
- Customer Relationships
- Sales Reporting
- Excellent Communication
- Service assistance
- Sales Data Analysis
- Time Management
- Data Analytics
- Cash Handling
- Team Leadership
Affiliations
- Reading Books
Certification
- MS-Office
- Basic and Advance Diploma in Computer Application
Languages
Telugu
First Language
English
Upper Intermediate (B2)
B2
kannada
Advanced (C1)
C1
Timeline
Junior Relationship Executive
Muthoot Finance
02.2012 - 10.2014
Customer Service Representative
Sparsh BPO Services
07.2011 - 01.2012
Bachelor of Business Management -
St.Francis De Sales Degree College
Commerce -
Swamy Vivekananda Pu College
High School Diploma -
Pearl Valley Education Society
MBA - Business Management
St.Francis De Sales Degree College
- MS-Office
- Basic and Advance Diploma in Computer Application
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