Customer Service Representative
Resume:
Praveen Nallacheruvu
Technical Customer Service Representative
Customer Relationship Management
Product Retail/ Insurance/ Pharma/ Telecom/ Sales & Services
Brampton, Ontario L7A 2K2
adysi6@r.postjobfree.com
OBJECTIVE
Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ... Increasing skills for over 5 years.
Dynamic customer service professional experienced in both call-center and technical support settings.
Extensive knowledge of telecom products, services, and industry standards.
Proficient in troubleshooting technical issues, resolving customer complaints, and providing technical support.
Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.
Handle customer inquiries, complaints, billing questions and payment extension/service requests.
Calm and comfort tensed and hyperactive callers, repair trust, locate resources for problem resolution and design best-option solutions.
Knowledge of hardware, software, and firmware installation and network troubleshooting practices.
Extensively used IT Service Management (ITSM) applications like Salesforce, TOPdesk, ServiceNow, Spiceworks, Jira Service Desk, SolarWinds Service Desk, CA Service Desk Manager)
Interface daily with internal partners in accounting, field services, new business, operations, and consumer affairs divisions.
Acquainted and well versed with CRM processes like Sales, Marketing, Customer Service and Customer Support, Business Processes, and recommended solutions to improve their processes using SFDC.
Highly professional—dependable, reliable, and able to perform duties with minimal supervision.
Proven experience providing customer support in busy call center environments for public utility and insurance industry employers.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship and partnership-building skills—listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.
Working knowledge of advanced usage of web browsers, such as Google Chrome, Mozilla Firefox, and Microsoft Edge and Explorer.
EDUCATION —
EXPERIENCE
# Masters in Management and IT
Oklahoma Christian University
#Bachelors in
Communication Engineering
Jawaharlal Nehru Technological University, Hyderabad, India
Batch: 2010-2014
Supported Salesforce CRM Powered Clients
IBM
USAA
Kforce
FOX Corporation
AnswerNet
#CRM-
Salesforce
SAP ERP
Dynamics CRM
#Outbound and Inbound calling services
#TargetAchiever
August 2022- Present (Full-Time)
Customer Relations and Support Services Tier-2&3 (Salesforce Powered)
@ AnswerNet.com, Ontario, Canada
April 2021 – June 2022 (Present)
Customer Relations and Support Services Tier-2
@ Shrestha International Inc, Hyderabad, India
January 2020 – March 2021 1 Years 3 months
Kforce- Customer Support Services at FOX Entertainment
LA- California, USA
January 2019 – December 2019 1 Years
Kforce - Customer Support Services • Quote and Sales at IBM
Austin- Texas, USA
January 2017 – December 2018 2 Years
Customer Service Representative • Support Services at United Services Automobile Association
Code force 360, Arlington, Texas, USA
& USAA Headquarters at San Antonio - Texas, USA
January 2016 – December 2016 2 Years
Customer Service Representative • Products and Services •
Prime World Solutions, Hyderabad, India
Areas of Exposure/ Experience:
Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders. Listen attentively to caller needs to ensure a positive customer experience. Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion.
Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.
Resolved an average of 340 Tier-3 tickets per week in a month and won the trust of management and consistently met performance benchmarks in all areas (speed, accuracy, and volume).
As a support, I helped company attain the highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Memorized the company’s product offerings; contributed to a 12% sales increase for the quarter by communicating product benefits and providing excellent service which is an out of the box initiative that I encouraged my agents to convey to customers.
Created Reports and Dashboards as per the customer requirements. Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Campaigns, Opportunities, Quotes, Activities, Dashboards and Reports.
Worked on Service cloud, tracking customer inquiries, escalating issues requiring specialized support from client/network/Application SME and monitored client's productivity.
Responsible for performing administrative functions in CRM such as create/modify pick lists and lookup fields.
Submit weekly progress reports and ensure data is accurate.
KEY SKILLS —
COMMUNICATION
Requirements gathering
Troubleshooting
Service and support
Computer software savvy
PM tools (JIRA, Trello, Monday.com)
SCRUM methodology
Documentation
Salesforce CRM
Zoom
Trello
Task management
Working with global clients
Working in multiple shifts
Communication skills
Positive Interaction approach
Team Player
Problem solving
Team leadership
Organizational skills
MS Excel
MS Office
MS Access
Believe in:
The Customer Focus
Creating Win/Win Relationships
The Customer Is Always Right
Completed five 4-hour modules of customer service training. Topics included how to:
Greet transfer and hold calls.
Build rapport, listen, clarify, and manage conversational flow.
Manage upset customers, conflicts, and challenging situations.
Deliver outstanding Tier -2/ Tier-3 support service.
Contact this candidate