Open to opportunities

keerthi sowmya

@keerthisowmya

Message

Dedicated HR professional with expertise in customer support management.

Zimbabwe

Message

What I'm looking for

I am looking for a role that challenges me and allows for professional growth in HR and customer support.

I am a dedicated HR professional with a strong background in customer support and team management. My journey began with a Bachelor of Technology in Computer Science, followed by a Master's in Business Administration specializing in Human Resources. Over the years, I have honed my skills in multitasking, leadership, and critical thinking, which have been instrumental in my career.

In my most recent role as a Senior Representative at Dell Technologies, I provided first-level support and resolved complex employee inquiries, demonstrating initiative and good judgment. Prior to that, I served as a Subject Matter Expert at Knoah Solutions, where I managed a team, oversaw customer service processes, and coached agents to improve performance. My experience at Cognizant Technology Solutions further solidified my organizational and communication skills, as I handled business correspondence and data verification.

Experience

Work history, roles, and key accomplishments

Senior Representative, HR Service

Dell Technologies

Jun 2022 - Dec 2024 (2 years 6 months)

Provided first-level support in response to employee questions, resolving difficult and less frequent inquiries from team members. Demonstrated initiative and good judgment in resolving issues affecting customers.

Customer Support Employee Relations Problem Solving

Subject Matter Expert (Chat process)

Knoah Solutions Inc.

Feb 2020 - Dec 2021 (1 year 10 months)

Managed a team of representatives providing customer support and oversaw the customer service chat process. Resolved escalated customer complaints and coached agents on daily performance, SLA, and TAT.

Team Management Customer Service Chat Support Conflict Resolution Reporting

Process Executive (Insurance Process)

Cognizant Technology Solutions

May 2018 - Dec 2019 (1 year 7 months)

Received and routed business correspondence to correct departments and staff members. Modified, updated, and processed existing policies, reviewing and verifying data including addresses, phone numbers, names, ages, and values.

Data Entry Policy Processing Document Management Administrative Support

Education

Degrees, certifications, and relevant coursework

Holy Mary Institute Of Technology And Management

Masters in Business Administration (MBA), Human Resources

Completed a Master of Business Administration with a specialization in Human Resources. Gained advanced knowledge in HR practices, organizational behavior, and strategic management.

Aurora Technological And Management Academy

Bachelor of Technology (B.Tech), Computer Science & Engineering

Obtained a Bachelor of Technology degree in Computer Science & Engineering. Developed foundational skills in computer science principles, software development, and engineering methodologies.