Sreelekshmi Sreeja
IT Postgraduate/ Customer Service
Dubai
Summary
Dynamic and detail-oriented customer service associate with a proven track record in delivering exceptional customer service. Developed skills in customer-centric environment, focusing on effective communication and problem-solving with strong understanding of IT fundamentals. Seeking to leverage expertise in troubleshooting and customer service, contributing to the seamless working of business operations and enhancing end-user satisfaction.
Overview
4
4
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Customer Resolution Agent
British Gas
Cardiff
06.2024 - 03.2025
- Resolved an average of 50 customer queries daily with a 95% satisfaction rate, using Agent workbench and WMIS.
- Manage inbound and outbound communications, maintaining an average response time of under 2 minutes.
- Collaborate with colleagues across departments to integrate and align information and processes.
- Implement process improvements that reduce customer wait time by 10% and increase overall efficiency by 15%.
- Analyze customer feedback, leading to a 25% reduction in recurring issues.
- Develop retention strategies, reducing customer churn by 10% and upselling products/services to 20% of resolved cases.
- Enhanced customer satisfaction with timely and empathetic problem-solving.
Store Supervisor
Fuel Juice Bar
Cardiff
04.2023 - 01.2024
- Maintained accurate inventory records through regular stock checks and reconciliation.
- Managed the store’s financial transactions, including daily cash handling, deposits, and bank reconciliations.
- Prepared and submitted weekly and monthly sales and expense reports to the head office.
- Addressed customer inquiries, concerns, and complaints in a courteous and efficient manner, ensuring customer retention.
- Ensured the store’s compliance with safety and health regulations, conducting regular safety inspections.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
Assistant Manager
Kahawa Café
Coventry
06.2022 - 03.2023
- Assisted in managing day-to-day operations, including staff scheduling, inventory management and quality control.
- Developed and implemented marketing campaigns, resulting in a 10% increase in customer traffic.
- Provided training and mentoring to new staff members, ensuring consistent service standards.
- Implemented cost effective measures that resulted in a 20% reduction in operational expenses.
- Maintained high levels of customer satisfaction through attentive customer service.
- Conducted regular staff meetings and performance evaluations to communicate goals, provide feedback, and foster a positive work environment.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Customer Service Associate
Teleperformance
09.2020 - 01.2021
- Provided end-user IT support, resolving software related issues via telephone, e-mail, and face-to-face achieving a 95% resolution rate within SLA.
- Assisted customers with product inquiries, order discrepancies, claims, and account status updates.
- Managed tasks, requests, and incidents through the service lifecycle, maintaining a 100% ownership record and ensuring timely resolution.
- Escalated critical issues promptly, reducing downtime by 15% and minimizing impact on business operations.
- Produced and presented recommendations for resolving calls and improving IT services, resulting in a 10% increase in efficiency.
- Generated performance reports for internal and external support teams, facilitating data driven decision-making and improving response times by 25%.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
Education
Master of Management - Information Systems and Technology
Coventry University
Coventry, United KingdomBachelor of Technology - Computer science
APJ Abdul Kalam Technological University
Kerala, IndiaSkills
- Team Collaboration - Effectively collaborated with other members of the IT team to address complex issues and improve overall service delivery
- Communication - Having excellent verbal and written communication skills to interact with users and colleagues, conveying technical information in a clear and understandable manner
- Problem-Solving - Creatively solved complex application issues under pressure, ensuring seamless service delivery
- Customer Service - Demonstrating exceptional customer service skills to effectively address user concerns and provide solutions with a customer-centric approach
- Adaptability - Being adaptable to changing environments and technologies, quickly learning new systems and processes as needed
- Java, C, Python, SQL, RStudio, Linux, Microsoft Office tools, PowerBI
- CRM software proficiency
Certification
DevOps Institute Cert Prep: SRE Foundation, 2024
INVOLVEMENTS
- Marketing member of National Level technical fest IGNITE 2.0 by Mahaguru Institute of Technology.
- Coordinator of Women Cell at Mahaguru Institute of Technology’s helping drive initiatives for women’s welfare and well-being.
- Organized a coding and debugging event representing department of Computer science for the technical fest IGNITE 2.0 by MIT.
- Volunteer at a charity event conducted by Pain and Palliative unit of Kerala Government.
Timeline
Customer Resolution Agent
British Gas
06.2024 - 03.2025
Store Supervisor
Fuel Juice Bar
04.2023 - 01.2024
Assistant Manager
Kahawa Café
06.2022 - 03.2023
Customer Service Associate
Teleperformance
09.2020 - 01.2021
Master of Management - Information Systems and Technology
Coventry University
Bachelor of Technology - Computer science
APJ Abdul Kalam Technological University
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