MANASA ORUGANTI

Starbucks

• 2026 – Present
• Deliver exceptional customer experiences in a high-volume café environment.
• Prepare customized beverages while maintaining quality and speed.
• Resolve customer concerns with professionalism and empathy.
• Build rapport with regular customers through personalized service.
• Maintain cash handling accuracy and store cleanliness.

Retail Associate

• 2024 – 2026
• Deliver customer service excellence in a fast-paced retail environment.
• Process high-volume customer transactions accurately while maintaining attention to detail.
• Resolve customer concerns professionally and contribute to positive customer experiences.
• Collaborate with team members to achieve daily operational goals.

• Supported confidential Siri-related internal projects focused on improving product experience, operational quality, and customer outcomes.
• Project Support & Quality Management
• Supported multiple internal Siri-related initiatives by coordinating project requirements, quality reviews, documentation, and performance tracking.
• Collaborated with cross-functional teams to understand project objectives and ensure deliverables aligned with customer expectations.
• Supported project goals by maintaining performance results above 95% quality benchmarks.
• Conducted quality audits, identified improvement opportunities, and provided insights to improve operational consistency.
• Quality Process Development
• Designed and launched an initial quality control framework for specialists supporting multiple internal projects.
• Served as the first-batch auditor, establishing audit practices, evaluation methods, and quality monitoring standards.
• Improved quality visibility by introducing structured review processes and defect tracking methods.
• Supported defect prevention efforts through root-cause analysis and recommendations, contributing to improved process accuracy.
• Created documentation and reporting processes to support leadership decision-making.

• Supported global transition and operational improvement projects for enterprise clients in the telecommunications and manufacturing industries, coordinating activities from contract signing through successful project go-live.
• Project Coordination & Delivery
• Coordinated multiple transition projects across EMEA and Asia Pacific regions, supporting successful implementation from planning, resource readiness, training, infrastructure setup, and operational launch.
• Managed project trackers, milestone reviews, action items, risks, and dependencies to support timely delivery.
• Collaborated with client stakeholders, operations teams, training teams, and leadership groups to ensure smooth transition execution.
• Supported implementation activities for large-scale BPO operations with teams of 20+ associates.

• Supported global telecommunications clients in a high-volume customer service and contact centre environment while ensuring exceptional customer experiences and operational excellence.
• Responsibilities
• Handled a high volume of inbound customer interactions while maintaining excellent service quality.
• Resolved customer concerns related to accounts, technical support, billing, and service requests.
• Delivered personalized customer service by identifying customer needs and providing timely solutions.
• Consistently met and exceeded KPIs including productivity, quality scores, adherence, and customer satisfaction.
• Maintained strict compliance with client policies and confidentiality standards.
• Accurately documented customer interactions using internal CRM and ticketing systems.
• Collaborated with multiple departments to resolve escalated customer concerns.
• Assisted customers with issue resolution while ensuring positive customer experiences.
• Built long-term customer relationships through empathy, patience, and professionalism.
• Managed multiple priorities while working in fast-paced service environments.
• Conducted quality audits to ensure compliance with customer service standards.
• Identified recurring customer issues and recommended process improvements.
• Supported new employee onboarding and coached team members on quality expectations.
• Facilitated calibration sessions with operations and quality teams.
• Maintained high accuracy while reviewing customer interactions.