Archana Sreejith
@archanasreejith
Experienced customer service professional specializing in technical and airline support.
IndiaWhat I'm looking for
I am an experienced customer service professional with a strong background in technical support, back-office payment investigations, and airline customer care. Over a decade I have worked with global BPO clients including Sutherland, Randstad (for SAS), Dell support, and Serco, earning recognition such as Sutherland's Employee of the Year.
I bring strong organizational, communication, and investigative skills, proven ability to handle high-volume email/call/chat channels, and experience applying regulatory guidelines (EU compensation) and fraud/payment validation processes. I work independently, prioritize SLAs, and quickly acquire new domain knowledge to deliver reliable customer outcomes.
Experience
Work history, roles, and key accomplishments
Email Process Executive
Randstad India
Sep 2022 - Apr 2025 (2 years 7 months)
Handled Scandinavian Airlines (SAS) passenger email inquiries, validated complaints related to delays/cancellations, and processed reimbursements and EU compensation per regulations from 2022-09-24 to 2025-04-30.
Technical Support Engineer
Sutherland Global Services
Nov 2013 - May 2016 (2 years 6 months)
Provided Dell technical support via call and chat, diagnosing and troubleshooting hardware/software issues and delivering prompt customer service from 2013-11-13 to 2016-05-05.
Senior Customer Service Executive
Serco Global Services
Oct 2011 - Jun 2013 (1 year 8 months)
Worked on Barclays payment investigations (chat/back-office/calls), processed and validated payments, investigated queries, prevented fraud, and met SLA targets from 2011-10-31 to 2013-06-07.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Master of Commerce, Commerce
Grade: 48%
Completed Master of Commerce with 48% from the University of Mumbai.
University of Mumbai
Bachelor of Commerce, Commerce
Grade: 60%
Completed Bachelor of Commerce with 60% from the University of Mumbai.
Maharashtra State Board
Higher Secondary Certificate, General/Science or Commerce
Grade: 65%
Completed Higher Secondary Certificate with 65% under the Maharashtra State Board.
Maharashtra State Board
Secondary School Certificate, General
Grade: 51%
Completed Secondary School Certificate with 51% under the Maharashtra State Board.
Availability
Location
IndiaAuthorized to work in
Job categories
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