Customer Service Technical Support

SRAVYA CHALLA

Email: ******.*******@*****.*** Phone: 605-***-****

OBJECTIVE

Obtain a job as an Entry Level QA Tester / Customer Service Analyst to use engineering and computer expertise, detail-oriented personality, and Bachelor’s degree, and to gain on the job experience.

SUPPORT/ANALYSIS SKILLS

- Superior customer service in support of products

- High quality support for service portfolio customers

- Troubleshooting issues and resolving problems

- Customer phone call and chat intake responsibilities

- Call monitoring and evaluation on defined periodic basis

- Maintaining and updating records based on intake calls TECHNICAL SKILLS

Routing: RIPv1, RIPv2, EIGRP, OSPF, BGP, Redistribution, Summarization, and Static Routing.

Switching: VLAN, VTP, DTP, STP, Port Security, Ether Channels, LACP, PAGP and MPLS.

Search Engine Optimization: Analytics, and Google AdWords. Call Center: Technical Support, Conflict Resolution, Call/Case Monitoring, Critical Thinker, Service and Support, Troubleshooting, Quick Response, Result Driven, and an Experienced Trainer.

Advanced experience with the Operating Systems and platforms: Desktop: Windows 95/98/2000/ME/XP/Vista/07, Macintosh. Software: Microsoft EXCEL, Word, and PowerPoint.

Design: Underwent AUTO CAD (2D) training during my Undergrad CERTIFICATIONS

Cisco: CCNA - Cisco Certified Network Associate - R&S Juniper: JNCIA – Juniper Certified Network Associate – Expected to finish in Apr ‘18 EDUCATION

Bachelors of Commerce (B. Com) 2010

St. Ann's Degree college, Osmania University, A.P. India Board of Intermediate Education 2005

Sri Chaitanya Junior College, A.P. India

Board of Secondary Education 2003

Vignan High school, A.P. India

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SRAVYA CHALLA

Email: ******.*******@*****.*** Phone: 605-***-**** PROFESSIONAL EXPERIENCE

Technical Associate (May 2015 – Aug 2015)

Dell International Services, Hyderabad, India

• Handled inbound calls from clients with technical concerns and helped them reach resolution.

• Schedule maintenance calls for customer when they would call in with a technical issue.

• Helped to train new associates and developed training manuals for existing associates being introduced to new processes.

• Maintained a high rating for each metric that the company used to rate call associates.

• Regularly received commendations from management and customers on high level of customer service.

Customer Support Associate (Sep 2014 – Jan 2015)

Amazon Inc., Hyderabad, India

• Handled inbound customer service complaints and questions from a variety of customers.

• Input call data into the company database and generated reports for management at the end of the week.

• Managed "Hot" calls - quick conflict/resolution.

• Maintained high level of reliability by taking very little unscheduled time off.

• Prescreened and interviewed new employees.

Search Engine Optimization Analyst (Aug 2012 – Mar 2013) Perfexion Information Technologies, Hyderabad, India

• Worked closely with marketing partners to develop link building programs for clients.

• Responsible for maintaining SEO guidelines and integrity on each customer website.

• Collaborated with clients in pre-strategy phase to gain insight into client/company objectives to effectively develop comprehensive marketing programs.

• Created comprehensive metrics and generated web traffic reports based on those metrics.

• Responsible for monitoring & generating traffic, conversions, keyword rankings and reports.

• Prepared monthly analytics reports for clients.

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