Apr 2022 – Sep 2023 · 1 yr 5 mos · On-site

• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Developed positive working relationships with stakeholders to coordinate work activities effectively.
• Achieved successful project outcomes by maintaining accurate documentation and meetings.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Resolved customer complaints with empathy, resulting in increased loyalty.
• Strengthened client relationships and enhanced customer satisfaction through effective communication, prompt resolution of concerns, and regular updates.
• Worked closely with developers to provide developments required on application designs based on user requirements.
• Minimized client downtime by promptly addressing and resolving software defects and bugs, while also assisting in creating user acceptance testing scenarios to validate end-to-end workflows from a customer perspective.
• Facilitated the creation of user manuals and managed user accounts, including the assignment of permissions
• Provided ongoing support during user acceptance testing phases by addressing any reported issues and ensuring that the end product met all requirements.
• Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
• Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
• Implemented proactive monitoring measures to detect potential issues before they impacted users.

Mar 2020 – Apr 2022 · 2 yrs 1 mo · On-site

• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Developed positive working relationships with stakeholders to coordinate work activities effectively.
• Achieved successful project outcomes by maintaining accurate documentation and meetings.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Resolved customer complaints with empathy, resulting in increased loyalty.
• Strengthened client relationships and enhanced customer satisfaction through effective communication, prompt resolution of concerns, and regular updates.
• Worked closely with developers to provide developments required on application designs based on user requirements.
• Minimized client downtime by promptly addressing and resolving software defects and bugs, while also assisting in creating user acceptance testing scenarios to validate end-to-end workflows from a customer perspective.
• Facilitated the creation of user manuals and managed user accounts, including the assignment of permissions
• Provided ongoing support during user acceptance testing phases by addressing any reported issues and ensuring that the end product met all requirements.
• Provided training sessions for end-users as needed, improving their understanding and proficiency in using applications effectively.
• Collaborated with cross-functional teams to identify areas for improvement and implement solutions.
• Implemented proactive monitoring measures to detect potential issues before they impacted users.

Mar 2017 – Mar 2020 · 3 yrs · Vijayawada, Andhra Pradesh, India · On-site

• Managed high call volumes efficiently, handling both voice and non-voice tasks with professionalism and timeliness.
• Provided strategic feedback during product development to align solutions with user needs and identify potential issues early.
• Provided strategic feedback during product development to align solutions with user needs and identify potential issues early.
• Proactively escalated critical concerns to prevent revenue loss and policy cancellations, ensuring customer retention and satisfaction.
• Implemented proactive monitoring to detect and address issues before they impact operations, improving overall efficiency.
• Consistently improved customer satisfaction by addressing inquiries swiftly and resolving issues effectively.
• Strengthened cross-departmental collaboration, contributing to a unified approach that enhanced overall service delivery.
• Utilized data-driven insights to refine operational strategies, resulting in improved performance and higher customer retention rates.

Feb 2016 – Mar 2017 · 1 yr 1 mo · Hyderabad, Telangana, India · On-site

• Oversaw large-scale call operations, ensuring prompt and effective responses to both voice and non-voice inquiries.
• Ensured high-quality support by maintaining a professional demeanor while efficiently managing various customer requests.
• Took proactive steps to mitigate business risks, escalating urgent matters to safeguard company revenue and customer retention.
• Demonstrated strong problem-solving skills by addressing complex issues and providing timely resolutions.

Jun 2015 – Feb 2016 · 8 mos · India · Remote

Jul 2013 – Jan 2015 · 1 yr 6 mos · India

• Dematerialisation of shares, having fun with trading .. learning new concepts in trading..