Beulah Tummapudi

Career Goal:

To pursue a highly rewarding career, seeking for a job in challenging and healthy work environment where I can utilize my skills and knowledge efficiently for organizational growth. Innovative Professional presenting excellent ability to establish and maintain rapport with clientele based on interpersonal and communication skills.

Summary and Skills:

• 10+ Years of experience in Relationship Management, Customer Care, Airlines, Online Operations, Training, Marketing, ,Healthcare and Real Estate Industry.
• Just by delivering extraordinary services, converting new customers to lifetime customers.
• Ability to communicate at every level and avoid confusion with efficient interactive skills.
• Ability to convey the goals and objectives while motivating the team with a positive environment.
• Team leader: Led, managed and trained teams in the fine art of providing high customer satisfaction.
• Demonstrated strong track record in customer service and retention in a highly competitive environment.
• Excellent abilities in building a strong rapport with prospective clients, ascertaining their commitment in promoting business.

Applications Worked upon :

Ø Ms Dos & MS Office (word, Excel, PowerPoint)
Ø Internet Concepts
Ø 3D CART
Ø SABRE
Ø Worked on various client servers
Ø SFDC
Ø SAP
Ø CTI
Ø RAMCO

Languages Known: English, Hindi and Telugu


Professional Experience: (10+ Years of Experience)

Company: Puravankara Limited (www.Puravankara.com)
Title: Manager-Business Operations (CRM)
Duration: September 2016 to Aug 2017

• Sales Login in ERP
• Execution of Agreements
• Collection of 15% (or as per Pay plan) & Agreements
• Handling of any Swaps/ Cancellation retention
• Case management - open/ closed customer tickets are reviewed on a daily basis (intra & inter functions) –We care
• Follow up done with customers to ensure inspection done per schedule
• Follow up with modification, design & technical teams to expedite open items
• Proactively keep customers informed of timelines, deliverables & deviation
• Generating leads from customers to contribute to loyalty bookings.

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Company: Lodha Group (www.lodhagroup.com)
Title: Associate Manager-Customer Care ( Relationship Management )
Duration: September 2013 to April 2016


• Handling a portfolio of above Rs. 300 crores mostly comprising of HNIs.
• Handle customer escalation queries, concerns, suggestions, feedback, etc and manage their expectations. Decipher customer needs and offer the best solution based on proper company policies.
• Collection of regular dues from customers & customer retention.
• Generating leads from customers to contribute to loyalty bookings.
• Liaise with project team for design approvals
• Liaison with our Loan Finance department for the disbursement of the Home loan with various bank and housing finance.
• Ensure that trackers, SAP modules and customer history details are up to date for seamless management at all times.
• Coach and Train the team to offer the best possible customer delight & impart process oriented training to new joiners.
• Carry ownership for every customer query and close loops with multiple departments, functions, areas until it is resolved.
• Ensure the team maintains highest level of sincerity, integrity and honesty while dealing with customer.
• Establish cost effective ways of completing tasks and minimizing daily expenses.
• Handling customer complaints to offer maximum satisfaction and timeliness resolution.
• While handling documentation had an eye for detail to ensure complete accuracy and quality of letters, legal cases, emails, any other correspondence sent to customers.
• Handling the possession activities of the flat in liaison with construction management and facility management.

Company: Prime Technology Group Inc (www.primetgi.com)
Title: Assistant Manager (Online Operations)
Duration: June 2012 to April 2013

• Manage pre & post sales outsourcing deals, Deal costing, Due diligence and outsourcing advisory – location, language and competency strategy
• Work with various Business units and especially on Amazon Seller Central to ensure SLA's supply chain operations and Managing operations and customer relations from practice for large procurement customers
• Managing consistent delivery within budgets and ensuring adherence to operating costs and delivery performance indicators
• Leading Talent Management and business positioning to business growth and effective customer alignment
• Working with the Business Units to ensure growth across supply-chain functions.
• Focus on Creating a Centre of Excellence for Order management, SCM, returns and Inventory Recon.


Company: Kingfisher Airlines (Hyderabad Airport)
Title: King Club Supervisor (Guest Loyalty Program)
Duration: March 2009 to August 2011

• Solely responsible for efficient operation of the King Club Member Services Centre and ensuring uninterrupted experience for members at the operating airport.
• Responsible for identifying requirements and setting up King Club Assist units at the airport.
• Ensuring availability of King Club membership forms/collaterals/branding and overall programme ownership at station.
• Ensuring proposals for innovative tools to increase the operational efficiency of King Club
• Conducting spot audits on member handling by staff monthly on station performance of King Club related areas.
• Maintaining monthly reports on agent wise and station wise performance.
• Solely responsible for the King Club programme operations at the sales offices and managing King Club Coordinators at the respective regions.
• Ensuring station awareness of King Club policies, procedures, information and new updates and staff adherence to the same.
• Overlooking activities of staff assisting the sales team on King Club queries, Sales team requirements etc.
• Managed whole of Andhra Pradesh which includes Vijayawada, Rajahmundry, Vishakhapatnam, Tirupati and Hyderabad and worked for Kolkata station development.
• Used to manage whole of India's membership Card Cases.


Company: Jet Airways (Hyderabad Airport)
Title: Customer Service Assistant (Ground Staff Airport Services)
Duration: February 2008 to January 2009

• Issuing tickets
• Check-in and issuing boarding pass
• Commencing flight boarding
• Announcements
• VIP & Special guests handling
• International passport & Visa checks
• Handling Delayed Flights and maintained good guest relations
• Have received the highest number of appreciations from the customers in the whole station.

Company: Apollo Health Street, Hyderabad
Title: Process Trainer
Duration: May 2004 to January 2008

• US Health Care: Introduce them to US Healthcare, Different types of plans involved and the various types of insurance procedures.
• Different projects I trained people on: Normal Calls, Rosters, Floaters, MVS, Apperature, Restrictions Projects, Mini DCAV Websites, Returned Mail Project
• Used to interact with the client and their trainers with regards to the process related updates.
• Worked on the process documentation for each project and also maintain documents for the regular updates. Prepare Call Scripts.
• Addressed the team on Process Updates & made it a point for them to understand it and follow them.
• Audited calls for the Agents and the system updations.
• Training was given to the new trainees along with the Quality parameters.
• Attended the Train the Trainer Program's and also learnt different methodologies.
• Was been awarded by the client as the best trainer..
• Focused on the people who could not meet targets and quality, trained them gave them constructive feedback and made them achieve it.
• My trainees are now the Team leaders, Quality Auditors and Trainers.

Educational Qualifications:
Post Graduation/ Degree (2007-2008) : Post Graduation Diploma in Tourism and Travel Management (Kuoni Academy of Travel)
Graduation/ Degree(2003-2005) : B.A English and Tourism and Travel Management ( Nagarjuna University )
PUC (2000-2002) : English Literature and Tourism & Travel Management ( Maris Stella College )
Schooling (2000) : ICSE ( Seventh Day Adventist High School)














Personal details:

DOB: 27th Oct 1985 Marital Status: Single

Nativity: Vijayawada