SHAMILI TAMMALI
Wicklow
Summary
Customer Service Representative, Content Moderation professional experienced in providing top-notch support, product knowledge, and collaborative customer engagement. Known for resolving issues promptly and accurately, documenting interactions meticulously, and driving process improvements through insightful feedback. Proven ability to handle multiple customer concerns while maintaining a high level of professionalism.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
PrepayPower Ireland
03.2024 - 09.2024
- Responding to inbound customer queries as the first point of contact accross various channels
- Taking ownership of customer issues, striving to resolve situations effectively during initial call
- Ensuring efficient and timely resolutionof all customer queries
- Performing administrative duties based on interactions with customer
- Expert in identifying opportunities to enhance customer purchases by recommending complementary products and services
- Adept at explaining product features and benefits in a way that resonates with customers.
Customer Service Representative
Zazzle Ireland
08.2022 - 10.2023
- Engaged with over 800 plus customers monthly, resolving 98% of issues within the first interaction through inbound calls, chats and emails to facilitate customer service
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Managed and prioritized an average of 30 customer concerns daily, ensuring a 98% timely resolution rate
- Documented all customer interactions, inquiries, and complaints with a 100% accuracy in the designated CRM software, aiding in efficient followups and trend analysis
- Active listening skills with the ability to understand customer needs and find solutions.
Trust and Safety Analyst
Genpact India
Hyderabad
01.2017 - 01.2020
- Reviewed, classified, and moderated content according to company policies and guidelines, utilizing specific tools and channels for Facebook and Instagram.
- Demonstrated understanding and awareness of evolving company policies and guidelines, ensuring compliance at all times.
- Investigated and resolved complex content issues, collaborating with the broader Trust and Safety team to maintain platform integrity.
- Contributed to process improvement initiatives, enhancing the quality and efficiency of content moderation workflows.
- Actively participated in continuous training programs and workgroup discussions to stay updated on industry trends and best practices.
Senior Customer Service Representative
Cognizant India
07.2016 - 06.2017
- Identifying authenticity of business listed on Google maps across US and India markets through outbound calling
- Cross verification of team's errors to ensure team is marked off on valid errors by doing quality management
- Working with the team lead to identify loop holes in process and filling any knowledge gaps within the team by taking sessions on commonly identified errors
- Demonstrated organizational skills by cross-training and providing backup for other customer service representatives when needed.
Education
Bachelors of Arts -
B. R. Ambedkar University India
Skills
- Customer Service
- Problem Solving
- Trust and Safety Specialist
- Content Moderation
- CRM Software
- Chat/Email Management
- MS Office
- Customer Centric
- CRM Tools
Timeline
Customer Service Advisor
PrepayPower Ireland
03.2024 - 09.2024
Customer Service Representative
Zazzle Ireland
08.2022 - 10.2023
Trust and Safety Analyst
Genpact India
01.2017 - 01.2020
Senior Customer Service Representative
Cognizant India
07.2016 - 06.2017
Bachelors of Arts -
B. R. Ambedkar University India
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