GORANTLA SHASHANK
Waterloo
Summary
Customer Experience Associate with over 5 years of progressive experience in customer service and team leadership roles across prestigious firms like Teleperformance, Google, American Express etc. Proficient in project management, client interactions, and optimizing marketing strategies, with a demonstrated ability to enhance customer satisfaction and team productivity. Adapt at financial analysis and economic modeling, aiming to apply these skills to drive further success in customer experience management.
Diligent Customer Service with proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Customer service Specialist
Kelly services (Canada) Ltd
09.2024 - 01.2025
- Managed high-volume customer interactions, using active listening and critical thinking to resolve inquiries
- Addressed complaints, investigated billing issues, and handled potential fraud cases
- Processed account requests and diagnosed technical problems, providing product guidance
- Used screen-sharing for troubleshooting and coordinated service appointments
- Researched and applied solutions to inquiries while documenting interactions
- Open to feedback and coaching for continuous skill improvement
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Customer Care Representative
Teleperformance
09.2023 - 10.2024
- Effectively moderating content by maintaining moderation speed around 100% in all queues and maintaining occupancy above 95% in last 6 months
- Maintaining SLA through managing the latency efficiently through quick and precise content moderation
- Reporting shortcomings and contradictions in various policies to enhance productivity while maintaining safe & secure use of application for consumers
Senior Associate
Google (WNS Global Pvt. Ltd.)
01.2022 - 12.2022
- Managed, coached, and taught junior associates to enhance marketing strategy
- Handled accounts of High Valued clients and setting up quarterly Marketing strategies
- Engaged and followed up on identified deficiencies/scope of improvements and client requirements
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Service Advisor
British Airways
01.2020 - 06.2020
- Engaged and followed up on identified escalations providing the best resolutions
- Sorting out itinerary breakups which were at all time high during first COVID breakup
- Fill in for officials who were unable to operate during initial COVID travel restrictions
- Maintained high customer satisfaction standards to meet or exceed targets.
Curstomer Care Representative
American Express
12.2016 - 05.2017
- Developed presentations to provide insightful analysis, identify action items, and frame decisions relevant to Corporate credit card programs
- Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
Education
High School Diploma -
SBDAV Public School
Delhi, DelhiFinancial Management -
ICAI
05.2010
Cost Accounting -
ICAI
05.2010
Taxation -
ICAI
05.2010
Skills
- Corrective Actions
- Team Leadership
- Economic Models
- Corporate Partnerships
- Timeline Estimates
- Work Estimates
- Project Management
- Client Interactions
Hobbies and Interests
- Photography
- Adventure sports
- Musical instruments
- Eating out
- Travelling
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Professional Working
Timeline
Customer service Specialist
Kelly services (Canada) Ltd
09.2024 - 01.2025
Customer Care Representative
Teleperformance
09.2023 - 10.2024
Senior Associate
Google (WNS Global Pvt. Ltd.)
01.2022 - 12.2022
Service Advisor
British Airways
01.2020 - 06.2020
Curstomer Care Representative
American Express
12.2016 - 05.2017
Financial Management -
ICAI
Cost Accounting -
ICAI
Taxation -
ICAI
High School Diploma -
SBDAV Public School
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