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@mounikamittai
Highly motivated customer service manager with 6 years of experience.
IndiaI am a highly motivated and dynamic customer service manager with over 6 years of experience, including 4 years in supervisory roles. My ability to adapt and utilize available resources effectively has allowed me to ensure smooth operations within organizations. I am dedicated to improving customer satisfaction and ensuring that employee needs are addressed.
In my recent role as a Senior Customer Support Analyst at Accenture, I supervised a team of 20 representatives, monitored daily operations, and implemented strategies that significantly improved efficiency and customer satisfaction. My experience at Amazon as a Customer Service Manager further honed my skills in managing diverse teams and achieving key performance indicators. I have received multiple awards for my leadership and performance, showcasing my commitment to excellence.
With a background in software engineering, I bring a unique perspective to customer service, leveraging my technical skills to analyze data and drive process improvements. I am passionate about training and developing teams to reach their full potential, and I thrive in environments that challenge me to grow and innovate.
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Work history, roles, and key accomplishments
Accenture
Jun 2023 - Jan 2025 (1 year 7 months)
Supervised a team of 20 customer service representatives for Virgin Media, ensuring adherence to service standards. Monitored operations, analyzed KPIs, and implemented strategies to enhance efficiency and customer satisfaction. Handled escalated concerns and conducted training sessions to improve team performance.
Amazon Pvt Ltd - VCS
Aug 2020 - Sep 2022 (2 years 1 month)
Managed a team of 20-30 associates supporting customer service across multiple channels. Focused on coaching and performance management to achieve KPIs. Developed tracking reports and received multiple awards for outstanding leadership.
Collabera Technologies Pvt Ltd
Apr 2019 - May 2019 (1 month)
Designed and developed HR data dashboards using Microsoft Power BI, facilitating data-driven decisions. Gained skills in SQL Server development and visualization tools.
Capgemini
Oct 2015 - Jun 2018 (2 years 8 months)
Led a team of 14 on an HSBC client project, providing project management and programming support. Gained hands-on experience with IBM mainframe platforms, focusing on COBOL, JCL, and application support.
Degrees, certifications, and relevant coursework
AVMBA, Management Studies
2018 - 2020
Grade: 78
Completed an MBA with a focus on Management Studies, gaining skills in business administration and management principles.
UBBachelor of Technology, Engineering
2015 - 2015
Grade: 72
Participated in an exchange program, enhancing knowledge and experience in engineering principles.
B.Tech, Engineering
2011 - 2015
Earned a B.Tech degree, focusing on engineering principles and practices, preparing for a career in technology.
Intermediate, Science
2009 - 2011
Grade: 86
Completed intermediate education with a focus on science, laying the foundation for engineering studies.
SSC, General Education
2005 - 2009
Grade: 87
Completed secondary education, developing foundational skills in various subjects.
IndiaYou can contact Mounika and 90k+ other talented remote workers on Himalayas.
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