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Sunita Shrestha

@sunitashrestha1

Sales Executive & Call Quality Analyst at Customer Umbrella, auditing 100+ calls weekly and coaching agents.

At Customer Umbrella, I generate sales leads, follow up with prospects, and support sales conversions, upselling, and cross-selling.

I also conduct 100+ call quality audits per week, monitor sales KPIs and QA scores, and coach agents on sales techniques and customer handling.

Earlier at Customer Umbrella, I handled customer inquiries and complaints as a Customer Service Agent. In hospitality roles at Vivanta, Dubai World Trade Centre, and Conrad Bengaluru, I supported guest service and daily operations.

Experience

Work history, roles, and key accomplishments

Current

Sales Executive & Call Quality Analyst

Current

Customer Umbrella

Jun 2023 - Present (3 years 4 months)

Generate sales leads, follow up with prospects, and promote upselling and cross-selling. Conduct 100+ call quality audits per week, monitor KPIs, and provide coaching to improve sales performance.

Sales Lead Generation Upselling Cross Selling Call Auditing KPI Analysis Agent Coaching Salesforce SOP Compliance Training Customer Retention

Customer Service Agent

Customer Umbrella

Nov 2022 - Jun 2023 (7 months)

Handled inbound and outbound customer interactions, resolved inquiries and complaints, and supported sales opportunities and retention. Maintained accurate records and met quality and productivity KPIs.

Customer Service Communication Skills Problem Solving Complaint Resolution Sales Support CRM KPI Tracking

Food and Beverage Agent

Vivanta

Dec 2021 - Jul 2022 (7 months)

Delivered professional guest service, handled inquiries and complaints, and coordinated with kitchen and service teams. Maintained service quality and hygiene standards during busy shifts.

Customer Service Problem Solving Teamwork Hospitality Communication Skills

Food and Beverage Intern

Dubai World Trade Centre

Nov 2019 - Mar 2020 (4 months)

Assisted with daily hospitality operations and provided professional guest service. Coordinated with team members to support accurate and timely service while following food safety and hygiene procedures.

Customer Service Teamwork Hospitality Food Safety Communication Skills

Food and Beverage Intern

Conrad Bengaluru

Jul 2018 - Jan 2019 (6 months)

Supported daily restaurant operations, guest service, and order handling. Assisted guests and maintained service areas while following hygiene and safety standards.

Customer Service Teamwork Problem Solving Hospitality Communication Skills