Open to opportunities

Samukcham Sinorika Devi User

@samukchamsinorikadev

Message

I deliver empathetic, high-quality customer support across voice and chat channels.

India

Message

What I'm looking for

I'm looking for a customer experience or operations role where I can deliver empathetic, accurate support, maintain strong quality standards, and contribute to customer satisfaction, operational performance, and brand-aligned service.

At Wipro HR Services, I sustain 100% CSAT while resolving customer needs across blended voice and chat channels. I average 96% in QA audits, document every interaction accurately in CRM systems, and maintain targeted AHT performance.

Previously, I supported Air India passengers at IGT Solutions with booking, reservation, and high-priority escalation support during peak travel periods. My MBA in Marketing and HR complements my experience in customer operations, compliance, brand-aligned communication, and digital marketing.

Experience

Work history, roles, and key accomplishments

Current

Senior Service Representative

Current

Wipro HR Services

Nov 2024 - Present (1 year 9 months)

Sustained a consistent 100% CSAT rating by delivering prompt, empathetic, and highly accurate resolutions. Achieved outstanding QA audit scores of 90% to 100% (averaging 96%), ensuring strict adherence to SOPs.

Voice support CSAT QA Compliance Active Listening Time Management

Customer Executive (Air India Process)

IGT Solutions

Jul 2023 - Sep 2023 (2 months)

Managed voice support for booking inquiries, reservation schedules, and high-priority resolutions. Handled escalation procedures with emotional intelligence in time-sensitive, peak travel pressure environments.

Voice support Reservation Management Escalation Handling High Emotional Intelligence Compliance Data Security

Education

Degrees, certifications, and relevant coursework

NIMS University

Master of Business Administration, Marketing and HR

2022 - 2024

Pursued an MBA with a specialization in Marketing and HR, gaining expertise in brand management, digital marketing strategy, and workforce planning.

Lovely Professional University

Bachelor of Journalism and Mass Communication, Journalism and Mass Communication

2019 - 2022

Completed a Bachelor's degree in Journalism and Mass Communication, with projects including a documentary on time management and a broadcast news bulletin.