Aditya Tungana
Hyderabad
Summary
Results-driven Process Developer with 4 years of experience in customer service operations, team handling, and transaction monitoring. Proven track record of delivering exceptional performance and driving process improvements to enhance service quality and efficiency. Seeking to leverage leadership skills and operational expertise in a dynamic organization focused on excellence and growth.
Overview
6
6
years of professional experience
Work History
Process Developer
Genpact
11.2022 - Current
- Analyzed previous business processes for inherent flaws, avoiding similar pitfalls in subsequent process development lifecycles.
- Maintaining SLA, KPI, Team handling 30 members, trainings, arranging quality sessions as per requirement, day to day reports for business reviews weekly and monthly, analyzing BQ Agents to improve team performance
- Created customized quality control and assurance methodologies to verify successful completion of self-designed and externally-sourced business processes.
Customer Service Associate
Amazon Development Center
05.2022 - 09.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
Travel Advisor
Teletext Holidays
06.2021 - 10.2021
- Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
- Booked transportation using booking engines, made hotel reservations and collected payments to optimize trip planning.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
Customer Service Associate
Tech Mahindra
09.2019 - 02.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
Education
Bachelor of Technology - Electronics And Instrumentation
Lakireddy Balireddy College of Engineering
Vijayawada, India03-2018
Skills
- Project coordination
- Branching process management
- Task allocation and scheduling
- Mentoring and coaching
- Interpersonal skills
- Stand in leadership
- Product improvement
Languages
English
Advanced (C1)
Telugu
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Timeline
Process Developer
Genpact
11.2022 - Current
Customer Service Associate
Amazon Development Center
05.2022 - 09.2022
Travel Advisor
Teletext Holidays
06.2021 - 10.2021
Customer Service Associate
Tech Mahindra
09.2019 - 02.2020
Bachelor of Technology - Electronics And Instrumentation
Lakireddy Balireddy College of Engineering