RESUME

Ega Santhoshi Rupa E-mail: ad26b6@r.postjobfree.com.

Mobile: +1-636-***-****

Objective:

Seeking a responsible position in reputed organization, which provides attractive career options, which stimulate creative thinking and willing to accommodate corporate goals with self- esteem and progression.

Educational Qualification:

DEGREE UNIVERSITY PERCENTAGE DURATION

Masters in computer

and information

sciences

Southeast Missouri

State University GPA - 3.4 2021-2022

B.Tech Gurunanak Institutions,

JNTU University, HYD 67.5% 2012- 2016

Intermediate(MPC) Board of Intermediate

Education, A.P. 90.3% 2010-2012

Secondary School

Education Board of Secondary

Education, A.P. 89.5% 2009-2010

Experience:

[24]7 Pvt Ltd

Hyderabad, India June 2016-August 2017

Digital Interactive Advisor

Demonstrated strong customer service skills by effectively addressing and resolving customer inquiries related to SiriusXM Radio Subscription, billing, and troubleshooting.

Proactively identified opportunities for upselling packages, tailoring recommendations based on individual customer needs and preferences.

Maintained a high level of product knowledge, staying informed about updates, promotions, and new features to provide accurate information to customers.

Collaborated with cross-functional teams to communicate customer feedback, contributing to the improvement of service processes and product offerings.

Consistently met or exceeded performance metrics, including customer satisfaction ratings, first-contact resolution, and upselling targets.

Created and updated documentation for common troubleshooting steps, enabling efficient issue resolution for both customers and support peers.

Utilized chat medium to provide timely and effective support to peers, fostering a collaborative environment within the support team.

As a Subject Matter Expertise, facilitated training sessions for new hires, ensuring a smooth onboarding process and enhancing the overall team's knowledge base.

Actively participated in team meetings and feedback sessions, sharing insights and best practices to improve overall team performance.

Utilized customer relationship management (CRM) software to efficiently track and manage customer interactions, ensuring accurate and up-to-date records.

Applied technical troubleshooting skills to diagnose and resolve issues related to radio services, including signal disruptions, device compatibility, and account discrepancies.

Demonstrated proficiency in navigating backend systems and databases to retrieve customer information, troubleshoot technical issues, and process billing transactions.

Employed knowledge of radio frequency (RF) technology to guide customers through optimal positioning of antennas for improved signal reception.

Utilized scripting and automation tools to streamline common troubleshooting processes, improving efficiency in issue resolution.

Amazon Development Center Pvt Ltd

Hyderabad, India October 2017- December 2019

Customer Associate

Applied technical expertise to troubleshoot and resolve customer concerns related to online retail transactions, order processing, and account management.

Applied technical expertise to troubleshoot and resolve customer concerns related to online retail transactions, order processing, and account management.

Utilized Amazon's internal systems and tools to navigate customer accounts, process refunds, and investigate and resolve complex issues related to orders and deliveries.

Collaborated with cross-functional teams to address technical challenges, providing insights for continuous improvement in customer support processes.

Demonstrated proficiency in using chat and phone support platforms, ensuring a seamless and responsive experience for customers across North America and the UK.

Contributed to the development and improvement of internal knowledge bases, creating and updating articles to empower front-line associates with accurate and up-to-date information.

Acted as a Resolution Specialist, providing technical assistance to front-line associates dealing with concessions, leveraging data analysis tools to identify trends and improve resolution times.

Employed analytical tools to identify patterns in customer queries, contributing to the optimization of processes and the development of proactive solutions.

Supported Business accounts by providing technical assistance in managing bulk orders, navigating business-specific features, and addressing account-related inquiries.

Conducted training sessions for front-line associates, focusing on technical aspects of concessions processing, resource assistance, and efficient handling of retail queries. Dell International Services

Hyderabad, India January 2020- June 2021

Inside sales representative

Successfully conducted inside sales for laptops, providing customers with product knowledge and assisting in making informed purchase decisions.

Leveraged persuasive communication skills to upsell accessories, warranty plans, and additional software packages, contributing to increased revenue.

Diagnosed and resolved hardware issues for laptops, demonstrating proficiency in troubleshooting and providing effective solutions.

Addressed basic software issues, guiding customers through step-by-step resolutions and ensuring a positive customer experience.

Utilized HTML and CSS skills to create visually appealing and user-friendly email templates for sales campaigns, enhancing communication with potential and existing customers.

Applied HTML knowledge to assist customers in resolving webpage display issues and optimizing browser settings for a smoother online experience.

Stayed updated on the latest laptop models, specifications, and software releases, ensuring accurate and current information is provided to customers.

Collaborated with technical teams to acquire in-depth knowledge of new product features and improvements, facilitating effective customer support. TECHNICAL SKILLS:

Operating Systems: Windows, MAC OS, Unix/Linux

Languages: Basic technicalities of Python, C++, Java, J2EE Framework: Spring Framework, Spring Boot

Web Technologies: CSS, JavaScript,, Bootstrap, ReactJS, AngularJS, Web Services, HTML

Databases: RDBMS (SQL Server, MySQL,)

IDE: Eclipse, Spring Tool Suite, visual studios

Version Controls: CVS, SVN, GitHub

Other Tools: Putty, JIRA, Jenkins, Maven

Education and Learning Experience:

Pursued a Master's in Computer Sciences, acquiring a solid theoretical foundation in computer science principles and technologies.

Specialized in web development courses, focusing on HTML, JavaScript, and CSS, gaining in-depth knowledge of front-end technologies. Hands-On Project Experience:

Applied theoretical knowledge in practical scenarios through hands-on projects, developing responsive and visually appealing web applications using HTML for structure, CSS for styling, and JavaScript for interactivity. Academic Achievements:

Demonstrated proficiency in HTML by creating well-structured and semantically meaningful web pages as part of academic assignments. Utilized CSS to design and enhance user interfaces, incorporating principles of responsive design and user experience.

Developed a comprehensive understanding of JavaScript frameworks and libraries, such as React or Angular, through coursework and self-directed learning. Developed strong problem-solving skills through debugging and resolving issues in web applications, demonstrating a systematic approach to troubleshooting HTML. Engaged in group projects, collaborating with peers on the development of interactive websites, where responsibilities included code reviews, version control, and ensuring code quality.

Collaborated with multidisciplinary teams, translating design requirements into functional web interfaces using JavaScript.

Declaration:

I hereby declare that all the statements made in the above application are true to the best of my knowledge.

(Ega Santhoshi Rupa)

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