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Tech Support

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2 views

Tech Support

Uploaded by

madhusudhandandotikar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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MADHUSUDH +91

7730820008
madhusudhandandotikar@gmail
.com

AN 3-39/1, Suncity, Bandlaguda Jagir, Hyderabad,


500091.

SUMMARY

Detail-oriented with 4 years experience and proven knowledge in customer relations and client relationship
management. Adept at working effectively to achieve goals as an individual contributor. Aiming to
leverage my skills to successfully fill the position.

STRENGTHS & SKILLS


Technical
Troubleshooting Ticket
Management
Escalation
Handling
Analytical Thinking
Time Management
Customer Support Tools
Process Improvement

KEY PERFORMANCE INDICATORS(KPI)

Customer Satisfaction Score (CSAT): Rating provided by customers post-resolution, reflecting their satisfaction level.
Average Handle Time (AHT): Time spent on resolving a customer query during a single interaction.
First Contact Resolution (FCR): The percentage of tickets resolved during the first interaction
with the customer. First Response Time (FRT): Average time taken to respond to a customer
query.
Resolution Time (RT): Time taken to resolve customer issues end-to-end.
Quality Assurance (QA) Score: Internal review scores for chat quality, including adherence to policies,
empathy, and resolution accuracy.

TOOLS USED

Issue Tracking Systems: JIRA – for logging and tracking defects


or escalations. Chat Platforms: LivePerson – for managing real-
time customer interactions
Collaboration Tools: Google Workspace (Docs, Sheets, Gmail) for communication and reporting, Slack for
real-time collaboration.
CRM Platforms: Salesforce Service Cloud– to manage and resolve customer tickets efficiently.

WORKEXPERIENCE
Accenture Solutions Private Limited
Senior Process Associate - Trust & Safety • Jan '22 - Aug ‘23
Created and maintained accurate support tickets, ensuring timely follow-ups and
resolutions. Educated customers on product features and self-help resources to improve
user experience. Prepared data visualizations with Excel charts for weekly and monthly
presentations
Mitigating the fraud loss by finding fraud patterns effectively
Responded to user inquiries and provide technical support via phone, email, and ticketing systems
Documented customer interactions in the CRM system, ensuring detailed records of support activities.
Conducted knowledge-sharing sessions to educate users about best practices for using technical services.
Accenture Solutions Private Limited
Technical Support • Nov '19 - Jan ‘22
Handled chats with US / Canada customers regarding their home appliances issues.
Providing technical support to the customers through chat who are experiencing issues with
Samsung home appliances
Assigning tickets to the technicians if the customer’s issue is not resolved
through chat support. Handled escalations regarding the technical support.
Quickly addressing user inquiries and technical problems to minimise downtime and maintain
productivity Escalate complex issues to higher-level support teams as necessary
Ensure all support requests are logged and tracked properly in the ticketing
system Diagnose and resolve root cause of the issue by troubleshooting
steps.

EDUCATION

Bachelor Of Commerce (Computer’s) C.E.C


Dr. Br Ambedkar Degree College, Hyderabad • 2016
– 2019 Royal Junior College, Hyderabad • 2014 -
2016

A W A R D S& R E C O G N I T I O N

Encore Awards of Accenture – 2020


Accenture Operations - Best Productivity
Feb’2021 Accenture Operations- Extra Miler
Oct’2022
Accenture Operations - Best Performer Apr’2023

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