Shajahan Madaraboina Case Study - Management Assignment Help

Assignment Task:

Task:

? Experience in Customer service, Team Management, Data analysis, Screening and Client Retention.

? Recognized by Star performer Award for contributing significantly to achieve the target.

? Conducted and critically analyzed market research of different industries for business management

? Proven track record in resolving and reducing customer complaints and meeting customer service level agreements.

2020 – 2022     Master’s in Business Administration Distinction (Expected) (Pursuing at the University of Central Lancashire)

1999 - 2002      Bachelors of Commerce from Kakatiya University

Dec 2^nd – to date    Customer Service Advisor – BMG/SERCO/NHS Track & Trace.

• In my Role as an NHS test and trace, I went through extensive training and GDPR.
• Working on Tier 2 cases.
• Achieved high pass marks in quality.
• Appreciated by manager for quality maintenance and professionalism.

May 26^th to August 28^th Customer service advisor– Capita NHS Track & Trace.

• In my Role as an NHS test and trace, I went through extensive training and GDPR.
• I made outbound calls to contacts who had been in contact with positive cases of Coronavirus for their well-being.
• I had many calls where I achieved high pass marks from QA. For the very first call received 95% score, which was highly appreciated by my superiors.
• Underwent various customer service and personality development trainings.

July 2015 to June 2019 Assistant Manager – Veritas Soft Solutions Pvt ltd.

• Ensuring company policies are followed.

• Optimizing profits by controlling costs.
• Hiring, training, and developing new employees.
• Resolving customer issues to their overall satisfaction.
• Maintaining an overall management style that follows company best practices.

August 2100 to June 2015 -Business Analyst – Sinitron Technologies Pvt Ltd.

• Creating a detailed business analysis, outlining problems, opportunities, and solutions for a business.
• Budgeting and forecasting.
• Planning and monitoring.
• Variance analysis.
• Pricing.
• Reporting.
• Defining business requirements and reporting them back to stakeholders.

May 2007 to July 2011 – Senior Analyst ADP (Automated Data Processing).

• Background check for people who applies for job. This includes educational, Professional and Credential background check.
• Client Coordination.
• Helping new associates and training them in different subjects.
• Handling a team with their daily reports.
• Underwent voice and accent training, Personality development, Sales and Presentation skills.
• In COBRA Dept., My job profile was to create cases for lay off employees who were eligible for Cobra.
• Achieve quality and efficiency improvements by enhancing the consistency of the customer experience.
• Maintain an acceptable ratio of aged cases, initiating follow up as needed.
• Efficiently resolve customer problems and/or questions related to COBRA Healthcare products and services.
• Process all customer inquiries in a professional, accurate, courteous, and timely manner.
• Identify customer trends due to reoccurring issues and escalate as appropriate.

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