Ravi Theja Gonela

About the Candidate

Ravi Theja Gonela

A: Greater London| T:+44 74487 25822  | E: ravi.gonela@outlook.com

LinkedIn: https://www.linkedin.com/in/ravi-theja-gonela-b509b91b9/

Profile

A successful professional with transferrable skills gained in customer service. Posseses a commitment to deliver customer service excellence and reputation ensuring complete customer satisfaction. Currently undertaking a master’s degree in Business Analytics, learning new technologies to access a career in Business Analysis or Business Administration.

Skills
·        Leadership

·        People Management

·        Quality Assurance

·        Risk Planning

Education
2020 to 2022                  MSc Business with Business Analytics, University of Northumbria

Graduation Year: 2022

Modules: Strategic Management for Competitive Advantage, Leadership and Management development, Business Intelligence, Marketing Metrics and Analysis.

2014 to 2017 Bachelors in Commerce and Computers, Osmania University

Grade: 2:1 obtained (62% average)

Modules: Accounting, Taxation, Auditing, C – Language, Hypertext Markup Language.

2012 to 2014                                Higher Secondary, SR Junior College, India

Modules Included: Mathematics, Physics, chemistry                  Grade: 81.4% overall

Work Experience
January 2019 to August 2020      Hindhuja Global solutions, Hyderabad, India.

Sr Team Lead:

·        People Management with Team of 36 employees including 3 Jr team leads;

·        Planning Work Flow to ensure the targets are met;

·        Training the team on the new policies and giving weekly feedback on the tasks;

·        Attending the Client Meetings to discuss the productivity and KPI on weekly basis And;

·        Updating the analytics to the client on tasks completed every week.

May 2018 to December 2019                         ValueLabs LLP Hyderabad, India

Team Lead:

·        Managed the staffing rota based on business requirements;

·        Responsible for the training of new staff;

·        Attended client calls and discussed on Productivity and KPI

·        Update weekly and monthly Quality Analytics report on the tasks completed by team;

·        Supervised any customer complaints and ensure the customer fullest satisfaction on the products purchased.

July 2017 to May 2018                                                                   ValueLabs LLP, Hyderabad, India

Trainee – Customer Support

·        Handling customer queries on Online Chat and email.

·        Resolving customers queries on the products purchased.

·        Escalating High dollar order request to the next level team for additional discount and procedures.

·        Follow-up made on the held orders to request for copyrights on the photos uploaded to the product to print the orders in the production plant.

Awards
June 2019: achieved a SPOT AWARD for the Best Team Lead in the organisation for excellent targets reached during the year 2019.

References can be provided upon request.