SONA MARIA

[email protected] • +61 470 241 998 • Perth WA

PROFESSIONAL SUMMARY

Detail-oriented Engineering graduate and Senior Escalation Specialist pivoting into Information Management, with a proven track record in managing sensitive personal data and resolving complex account discrepancies. Achieved a 100% compliance rate with Standard Operating Procedures (SOPs) while enhancing data integrity across multiple platforms. Skilled in leveraging CRM tools like Salesforce and Zendesk to streamline processes, resulting in a 30% reduction in resolution time. Passionate about delivering high-quality administrative support and ensuring data accuracy in professional environments.

WORK EXPERIENCE

Maternity Leave
09/2024 - Present
Planned maternity leave to focus on family responsibilities.
• Actively participated in community parenting workshops, fostering a network of support and sharing best practices with fellow parents.
• Strengthened organizational and multitasking abilities while managing family responsibilities, effectively preparing for a seamless transition back into the professional workforce with a focus on efficiency and productivity.
• Currently available for part-time roles, demonstrating readiness for a long-term return to professional practice with a strong foundation in community engagement and continuous learning.
Senior Escalation Specialist (NPS Team)
11/2022 - 08/2023
Think & Learn Pvt. Ltd.
• Fostered strong relationships with over 200 students and parents, driving a 20% increase in program engagement and improvement in retention outcomes through tailored academic support initiatives.
• Managed and resolved high-priority student cases, achieving a 98% satisfaction rate by ensuring meticulous documentation and follow-up within student management systems and CRM databases.
• Conducted in-depth analysis of recurring service and academic concerns, leading to the implementation of three key process improvements that enhanced the overall student experience by reducing response times.
• Collaborated with academic teams and internal stakeholders to design and deliver innovative education support programs, resulting in increase in student performance metrics.
• Upheld strict confidentiality of student records, ensuring compliance with data protection and privacy standards, thereby maintaining trust and integrity within the educational environment.
Issue Resolution / Student Success Specialist
02/2022 - 11/2022
Think & Learn Pvt. Ltd.
• Quality Assurance: Acted as a primary liaison between students, parents and academic teams to resolve complex academic and administrative issues. Monitored student engagement metrics and supported timely intervention strategies.
• Account Resolution: Managed sensitive information to resolve urgent concerns with a focus on satisfaction. Prioritised competing workloads to meet service level agreements and academic deadlines.
Product Specialist
04/2021 - 02/2022
Think & Learn Pvt. Ltd.
• Supported pilot education programs through detailed documentation, progress tracking and stakeholder feedback analysis.
• Maintained comprehensive student interaction records using CRM and database systems.
• Trained new staff on student management systems, reporting tools and process compliance.
• Assisted in continuous service improvement initiatives through workflow evaluation and data analysis.

EDUCATION

B.Tech in Biomedical Engineering
01/2015 - 01/2019
Karunya University
Internship: Vital Bio-systems
Maintained detailed operational logs and reporting records. Coordinated documentation workflow across departments
Internship (Microbiological Laboratory)
Managed controlled materials and maintained accurate operational records in accordance with established compliance procedures.

SKILLS

Technical Skills: Proficient in CRM platforms (Salesforce, Zendesk, Freshdesk, LeadSquared and Order Management Systems (OMS)).
Other: Data Integrity: Expert in sensitive record management and 100% audit accuracy., Health Information: Experienced with health information concepts and medical documentation workflows. ● Communication: High-level de-escalation skills, conflict resolution, and stakeholder management.

CERTIFICATIONS

Service Hub Software
02/2026
Hubspot Academy

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