Gyaneshwari Surisetti

Managed daily front-of-house operations, ensuring high customer satisfaction and efficient service delivery in a dynamic customer-facing environment.

Handled complex customer queries, service issues, and complaints, escalating sensitive matters to drive timely and effective resolution.

Coordinated staff scheduling, daily workflow, and training, maintaining high standards of accuracy, professionalism, and service quality.

Supported team performance through coaching and operational issue resolution, fostering a customer-focused approach during peak periods.

Delivered high-quality customer service in a busy hospitality environment, managing customer requests accurately and professionally.

Resolved customer concerns promptly while maintaining a positive and empathetic approach, enhancing customer satisfaction.

Supported team operations during peak periods, demonstrating flexibility, workload management, and attention to detail.

Audited over 50 customer interactions and sales calls monthly against quality frameworks, identifying service gaps and compliance risks to inform coaching and process improvements.

Delivered structured feedback sessions to frontline agents, contributing to a 10-15% improvement in first-contact resolution rates.

Collaborated with leadership to identify 3 recurring customer journey gaps and co-designed workflow improvements that significantly reduced repeat contacts.

Built and maintained comprehensive SOP documentation and knowledge base resources, reducing onboarding time for new team members by approximately 20%.

Supported training for new hires, ensuring alignment with customer interaction standards within the first 4 weeks of joining.

Managed 80-100 customer queries daily across phone, email, and chat, consistently maintaining SLA compliance above 95% in a high-volume environment.

Acted as the primary point of escalation for a team of 10-15 associates, providing real-time coaching, process guidance, and comprehensive case support.

Reduced escalation rates by approximately 15% through effective issue resolution strategies, coaching, and robust process support.

Investigated and resolved complex cross-functional escalations by coordinating with product, billing, and operations teams to close cases within agreed resolution windows.

Maintained accurate CRM records across all customer interactions, ensuring complete documentation, audit compliance, and clean reporting outputs.

Delivered digital customer support across chat and messaging platforms, handling 60-80 interactions per day for global client accounts.

Maintained a CSAT score in the top 15% of the team over an 18-month period, recognized as a high-performing team member.

Met or exceeded operational KPIs across response time, resolution accuracy, customer satisfaction, and service quality.

Supported peers on complex case resolution, sharing best practices that contributed to improved first-response quality and overall team performance.