Sinthya Ponnamma CM

• Customer calls in regarding concerns with Broadband, TV box, and Telephone lines. Support customer on call to renew contract, provide technical support.
• Escalate the concern to tier 2 if and when required.
• Provided support to customer through chat.
• Handled 2-3 chats at a time.

Retained to:

MPHASIS LTD (July 2022 - August 2023)

* Providing support in person, over the call, chat and via emails.

* Maintaining relationships with customers, mobile carriersand other
vendors.
* Identifying Issues and analyzing them.

* Respond to the inquiries, assess problems and issues with information technology and applications, resolve issues for
the End users.
* Provided synopsis and opportunities to the agents.

*Performed as a acting Quality Analyst to review and provide Quality
Assurance feedback on call, chat /email reviews completed by agents.

* Follow Quality assurance policies and procedures to ensure compliance with scope of work.

* Find root cause of errors and prepare corrective and preventive action plan to close the case.

* Publish Daily, Weekly and Monthly reports and Dashboards.

* Performed and acting Trainer to train the Trainees on the product.

* Conducted weekly and Monthly assessments.

Published reports on a daily basis.

• Tangoe India Softek Services Pvt Ltd: Oct 2021 - June2022 (Retained to)
• Provided technical support to end-users via phone, email, and remote access.
• Troubleshot network connectivity issues for users both locally and remotely.
• Resolved customer inquiries in a timely manner while ensuring customer satisfaction.
• Documented all service desk activities using established procedures and protocols.
• Configured mobile devices such as laptops, tablets, and smartphones for users.
• Performed root cause analysis when dealing with complex technical problems.
• Reported incidents that require escalation to higher level teams or management.
• Maintained an up-to-date knowledge base of frequently asked questions.
• Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.