Customer Service Support

AKASH TADIKAMALLA

*** ****** **., ********, ** – L8S 2T6

365-***-**** ac70r5@r.postjobfree.com

www.linkedin.com/in/akash-tadikamalla

EDUCATION

Master of Business Administration, Co-op

• DeGroote School of Business, McMaster University, Burlington, ON Expected Completion: December 2020 Bachelor of Technology, Computer Science and Engineering

• SRM University, Chennai May 2015

WORK EXPERIENCE

Subject Matter Expert

Accenture Solutions Pvt. Ltd., Hyderabad, India December 2016 - May 2018

• Analyzed agent handled cases for smooth functioning of project by performing periodic checks based on client set parameters and provided timely feedback to customer support agents to improve customer experience

• Developed weekly reports with a detailed analysis of customer dissatisfaction surveys, top user Issues and emerging issues were provided to management for further discussion with client

• Performed DSAT Taxonomy where dissatisfaction surveys, given by customers, were audited based on client parameters and agents were provided feedback on customer handling ensuring impeccable customer service

• Supervised refund requests of customers using Google tools and client set parameters with target domain as Google Play Services, maintaining 100% quality score

• Monitored cases escalated to client and performed database administration ensuring quick service to customers

• Led a team of 10 Hardware support agents as an Assistant SME Support by assisting the agents in meeting client requirements, winning Best Team award for July 2017

• Rewarded with “Distinctive Achiever” for performance in September 2016-2017 quarter Customer Support Specialist

Accenture Solutions Pvt. Ltd., Hyderabad, India May - December 2016

• Performed troubleshooting analysis in solving customer queries and provided eminent customer support by keeping tab on metrics Customer handling time, Quality score, Service Level rate etc. and by maintaining diligence

• Trained co-agents in product knowledge and customer handling to assist co-agents in achieving client set customer satisfaction rate

• Recognized as “Star Performer of the Month” for performance and contributions to project for months Oct-Dec 2016 Corporate Trainer

APPCO Group India, Pune, India January - April 2016

• Managed team of 4 Business Associates for client HelpAge India. Mentored and trained associates in direct sales and marketing, customer acquisition, brand promotion

Information Technology Intern

HCL Technologies. Chennai, India June 2013

• Implemented learning acquired through internship on “Android and Network Security” in final year project work CAREER RELATED SKILLS

• Advanced proficiency in using MS Office including Excel, PowerPoint

• Intermediate proficiency in SQL language

• Working experience in using Salesforce tool

• Non-voice management expertise in Google Play Services and Hardware products and Customer Service domain VOLUNTEER AND COMMUNITY ACTIVITIES

Vice President of Finance and Operations

MBA Operations Management Club (MBAOM), McMaster University, Burlington, ON September 2018 – December 2020

• Ensure value addition to the student community and increased participation to various events, seminars and panel discussions related to Operations Management by using effective communication channels Team Member

AIESEC Mauritius, Flic en Flac, Mauritius December 2014 – January 2015

• Worked towards ensuring self-sustainability of the NGO Willfly, a non-profit organization with a mission to help children of the city of Black River in Mauritius

• Created a concept note with the help of other team members to assist the NGO in approaching organizations for grants/CSR

Team Member

Thuvakkam, Chennai, India September 2014 - May 2015

• Participated in “Mylapore Makeover” and “Sharmdaan”, a Swachh Bharat initiative which aims at promoting a clean and healthy India

• Contributed to the donation programs held by the NGO at Shri Saradha Shakthi Peetham by managing inventory and facilitating events held at the orphanage

Treasurer

Toastmasters International, Hyderabad, India January - May 2018

• Worked with the Core management team to prepare and oversee the budget

• Collected membership dues, paid bills that were made for the club activities, ensuring funds were received and disbursed as required

Sergeant at Arms

Toastmasters International, Hyderabad, India June - December 2017

• Mobilizing requirements and working with the Core Management team to oversee the functioning of the meeting ACTIVITIES AND INTERESTS

• Club Member of the Minion Squad club from Aug – Dec 2016 where I worked with the team in organizing recreational activities at workplace

• Enjoys playing Table Tennis and Cricket. Secured runners up in Table Tennis City Clusters and was part of School cricket team that won the City Clusters at school level

• An adventure enthusiast who believes in challenging and experiencing life through adventures. I have done

• Scuba Diving

• Parasailing

• Attempted a free fall from Rochester Fall, Mauritius

• Hiked the Le Pouce, the third highest mountain in Mauritius

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