Customer Support

YASASWI RAGHAVENDRA A

Mobile: +91-984******* Email: adhi2e@r.postjobfree.com

LinkedIn: http://www.linkedin.com/in/yasaswi-raghavendra

Skype: adhi2e@r.postjobfree.com

SUMMARY

Results-oriented Client Assist Specialist with over four years of experience in technical support and customer service across IT and business solution domains

Hands-on experience in managing customer accounts, providing technical guidance/assistance to users and resolving customer disputes by organizing and following detailed procedures

Expertise in identifying customer needs, advising the right product/services/maintenance, managing high call volume along with escalations while exceeding customer expectations on responses with quality, timeliness and overall customer experience

Demonstrated ability in building enduring relationships with customers by delivering effective solutions to problems identified and troubleshooting the issues

Proficient in the Windows environment and programming languages, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues

Well-versed in maintaining a thorough understanding of process and policies, liaising with management and implementing procedural changes, and standard operating procedures to enhance productivity and accuracy

SKILL SET

Functional

Customer Relationship Management

Technical Assistance

Quality Assurance

Service Level and Workload Management

Troubleshooting and Problem Solving

Escalation Management

Report Preparation and Documentation

Process Improvements

Advanced Excel Operations CCNA Trained

Technical

Operating System:

Win 98, Win XP, Win 7, Win 8, Win 10, MAC OS, Ubuntu, IOS, Android

Languages:

C, C++, MS-DOS, Data Structures

EDUCATION

Bachelor Of Technology in Electronics & Communication Engineering from Sathyabama University, India, 2013

WORK EXPERIENCE

Duration

Organization

Designation

Jun 2019 – Till date

Intralinks, India

Client Assist Specialist

Mar 2018 – Apr 2019

Amazon Development Centre Private Limited, India

Virtual Technical Support

Mar 2014 – Jan 2017

Tech Mahindra, India

Technical Support Associate

OVERALL RESPONSIBILITIES

Providing technical support on operation/maintenance/issues for all company’s products, accessories and services ensuring all inquiries are answered timely, maintaining high-quality standards and ensuring customer satisfaction

Identifying customer issues, helping to resolve them and escalating them to the next level for review when required

Collaborating with product managers and other engineers to help troubleshoot, resolve and ultimately evade recurring incidents from customers

Leading initiatives related to improved user experience by leveraging technology resources

Performing research on the issues using all utilities available, such as remote connections, online research, knowledge base, and other tools to solve customer issues

Documenting and maintaining all the customer records including product issues and customer interactions made through phone, chat, and emails

Brainstorming ideas and providing suggestions to improve the Technical Support productivity, efficiency and accuracy

AWARDS & ACHIEVEMENTS

●Completed a Mini Project on APB-UART using VHDL language on VLSI technology

● Attended Certified Trainer course from TTT (Train The Trainer), a program offered by SS&C Technologies, Hyderabad, India

End of Resumé

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