Sonika Sunderji

Dynamic and customer-focused banking professional with experience in financial services, business administration, and retail leadership. Proven ability to manage customer relationships, process transactions with accuracy, and deliver tailored banking solutions. Skilled at mentoring colleagues, resolving complex queries, and driving customer satisfaction.

Forward-thinking, adaptable, and motivated to contribute to operational excellence in the banking and finance sector. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Customer Resolution Agent - British Gas - Leicester, Leicestershire

(2023-05)

• Maintained comprehensive knowledge on all company products and services, improved ability to assist customers effectively.
• Demonstrated exceptional communication skills in dealing with diverse clientele.
• Trained new staff members in company protocols and conflict resolution techniques to improve service delivery.
• Worked collaboratively with other teams within the organisation; enhanced information sharing and problem-solving capabilities.
• Employed effective negotiation tactics to reach satisfactory conclusions between the business and the customers.
• Implemented feedback from customers, improved service quality.
• Enhanced customer satisfaction with excellent problem-solving skills.
• Applied conflict management to stressed and concerned customers.

Quality assurance assistant - British Gas - Leicester, Leicestershire

(2025-03 - 2025-11)

• Reviewed customer complaints related to product quality, took necessary actions promptly.
• Coordinated with production team for timely resolution of quality issues.
• Assisted in reducing defect rate through close monitoring and immediate correction actions.
• Updated company logs and databases with quality checklists and daily data.

Customer Service Representative - Metro Bank plc - Leicester, UK

(2022-09 - 2023-05)

• Deliver high-quality customer service while handling cash, card, and cheque transactions.
• Open and manage personal and business accounts, ensuring compliance with banking standards.
• Support customers with loan and credit card applications, providing clear product guidance.
• Take ownership of customer queries, ensuring timely resolution and client satisfaction.
• Train and mentor new colleagues, improving onboarding efficiency.
• Participate in local store events, promoting community engagement and bank visibility.
• Performed administrative duties contributing towards smooth store operations.

Shift Leader - Tesco - Evington, Leicester, UK

(2017-01 - 2022-09)

• Supervised and coordinated store operations, acting as the main decision-maker in absence of Store Manager.
• Trained, motivated, and scheduled staff to ensure operational efficiency.
• Monitored compliance with health and safety regulations.
• Supported customer service excellence through issue resolution and process improvements.

Customer Assistant - Tesco - Leicester, UK

(2017-11 - 2022-01)

• Delivered exceptional customer service across checkout and shop floor operations.
• Supported stock management and compliance with company procedures.

Nursery Practitioner - Busy Bees - Leicester, UK

(2019-10 - 2021-01)

• Organised and supervised educational activities, ensuring children's wellbeing.
• Maintained communication with parents and staff while ensuring a safe learning environment.

Personal Shopper - Tesco

(2016-12 - 2016-12)

Retail Assistant - Shell Trocadero

(2015 - 2016)

Waitress/Bar Staff - Centreplate at Leicester Tigers

(2012 - 2015)

BA (Hons) - Education Studies - De Montfort University (2014-01 - 2017-01)

BTEC - Health & Social Care Level 2 & 3 - City of Leicester college

GCSEs - English Education - City of Leicester college (2005-09)