Sneha S Suresh

Dynamic Customer Service Supervisor with extensive experience in leading high-performance teams in e-commerce platforms and inbound & outbound support. Skilled in enhancing customer satisfaction and retention through effective conflict resolution and process improvement strategies. Recognized for boosting operational efficiency, maintaining quality assurance, and exceeding service level agreements (SLAs).

CUSTOMER SERVICE SUPERVISOR - Grandiose Supervisor LLC - Dubai

(2023-03 - 2025-03)

• Improved customer satisfaction levels to 95% by implementing strategic conflict resolution techniques and enhanced customer retention rates.
• Managed workflow improvements leading to a 15% increase in operational efficiency by integrating advanced CRM software strategies.
• Reduced customer escalations by 30% through enhanced issue resolution protocols and proactive customer relationship management.
• Led the implementation of inbound & outbound support strategies, handling over 1000 contacts weekly to enhance e-commerce platforms responsiveness.
• Developed weekly reports and analytics driving strategic initiatives and informed decision-making processes.

CASHIER / HEAD CASHIER - Choithrams & Sons - Dubai

(2021-01 - 2023-01)

• Achieved 100% financial accuracy through diligent audit practices, contributing to process improvement.
• Strengthened customer satisfaction resulting in repeated customer interactions via positive service delivery at checkout.
• Improved operational workflows by creating detailed X-reports that led to a 10% increase in operational efficiency.
• Trained entry-level cashiers, resulting in a 30% reduction in errors and increased team competence.
• Provided specialized support for e-commerce platforms, enhancing order accuracy and reducing customer escalation rates by 15%.
• Cultivated a strong customer relationship management atmosphere by focusing on effective communication skills at all touchpoints.
• Optimized counter operations, resulting in a 20% improvement in customer throughput and minimized waiting times.

Bachelor of Commerce - Commerce - Indira Gandhi National Open University (2021)

Higher Secondary - Computer Commerce - S.S.V.G.H.S. School (2019 - 2021)