Pavithra S

Operations Associate

Bengaluru, Karnataka, India3 yrs 8 mos experience

Most Likely To Switch

Key Highlights

Over 5 years of experience in customer service.
Expert in process improvement and training.
Strong background in digital case management.

Stackforce AI infers this person is a Customer Service and Support Specialist with expertise in process improvement and digital case management.

Contact

Skills

Core Skills

Customer Relationship Management (crm)Project ManagementProcess ImprovementTraining And DevelopmentDigital Case ManagementData Analysis

Other Skills

Software Defined NetworkingCisco NetworkingTeam LeadershipStrategic ThinkingSAP ProductsDashboardsTableauMicrosoft AzureData PipelinesData AnalyticsIT Service ManagementFreshservice ITSMService-Level Agreements (SLA)Incident ManagementTechnical Expertise

About

As someone who can identify the need of customers for effective solutions, I'm committed to high-quality service that ensures a positive experience. Motivated and improved the customer service experience by providing unique experience. Getting in depth with core of customer needs and always keen to find alternate resolutions in order resolve the customer's primary issue. Making sure that we provide the first call resolution in order to reduce customer contacting multiple times. And also supporting new experts in understanding the process and achieving their day to day goals. I am a professional Customer Service Representative with over 5+ years experience in handling Australian clients. My unique professional experience stems from years of providing excellent customer support, creative problem solving and building customer loyalty.

Experience

3 yrs 8 mos

Total Experience

1 yr 2 mos

Average Tenure

1 yr 3 mos

Current Experience

Telstra

Telstra (Belong): CRM | Universal Support | SME | CUE Trainer | Support Lead

Feb 2025 – Present · 1 yr 3 mos · Bengaluru · On-site

1. Partner with Knowledge & Process specialists to review knowledge articles and provide operational insights to
improve clarity, usability, and agent experience.
2. Support process improvement initiatives by identifying customer journey gaps and recommending operational
changes.
3. Conduct process mapping and documentation for key customer journeys including SIM activation, MFA in IVR,
and eSIM/pSIM uplift.
4. Work closely with stakeholders across product and operations teams to ensure process updates align with frontline servicing needs.
5. Utilize Microsoft Copilot and internal tools to analyze workflows and improve knowledge accessibility.
6. Provide coaching and operational guidance to experts to improve First Call Resolution (FCR), efficiency, and
service outcomes.
7. Deliver insights from frontline operations to support continuous improvement and knowledge optimization
initiatives.

Customer Relationship Management (CRM)Project Management

Optus

2 roles

Optus: CRM | DCM | SME | Releif Trainer | ATL | Process Specialist | Article Review (Circle)

Jun 2022 – Jun 2023 · 1 yr · On-site

1. Led teams during operational transitions while ensuring process adherence, quality standards, and service
performance.
2. Contributed to process design and improvement initiatives, helping streamline workflows and reduce operational friction.
3. Delivered training and operational documentation to support onboarding and knowledge transfer.
4. Collaborated with stakeholders to identify pain points in customer servicing processes and implemented
improvements.
5. Used data and performance insights to identify root causes and develop targeted coaching strategies.

Software Defined NetworkingCisco NetworkingProcess ImprovementTraining and Development

Senior Digital Analyst

Jul 2021 – May 2022 · 10 mos · On-site

As a senior digital case manager, my role is to oversee and manage digital case management systems and processes within an organization. I'm responsible for handling and coordinating digital case files, ensuring their accuracy, completeness, and timely resolution. My primary focus will be on utilizing digital tools and technology to streamline case management operations and improve efficiency.
My Key Responsibilities & Skills:
1. Digital Case Management
2. Team Coordination
3. Process Improvement
4. Data Analysis
5. Compliance and Quality Assurance
6. Training and Support
7. Stakeholder Communication
8. Continuous Learning

Software Defined NetworkingCisco NetworkingDigital Case ManagementData Analysis

Meesho

Email Administrator

May 2020 – Dec 2020 · 7 mos · Bengaluru, Karnataka, India · Remote

As an Email Administrator in Customer Service, my primary responsibility is to manage and maintain the organization's email communication channels to ensure efficient and effective customer support. I will be responsible for configuring email systems, monitoring incoming emails, and ensuring timely and accurate responses to customer inquiries. I acquire a strong technical skills, attention to detail, and excellent communication abilities.
My Key Responsibilities & Skills:
1. Email System Administration
2. Email Monitoring and Triage
3. Customer Inquiry Handling
4. Email Template Management
5. Escalation Management
6. Email Performance Tracking
7. Email Security and Compliance
8. Email System Troubleshooting
9. Continuous Improvement