Akhil Babu Yadav Thatha
Hyderabad
Summary
Seeking a challenging position in a reputable organization that allows me to utilize my skills and contribute to progress in my field.
Overview
6
6
years of professional experience
Work History
Contact Centre Associate
HSBC Electronic Data Processing India Pvt Ltd
07.2022 - Current
- Provided excellent customer service by addressing inquiries, resolving issues, and offering product guidance
- Assisted customers with banking transactions, account management, and online banking support
- Managed inbound calls, emails, and chats, ensuring timely and accurate responses
- Conducted Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) in line with regulatory requirements
- Analyzed customer data, transactional patterns, and KYC documents to identify potential risks
- Assisted in detecting financial crimes and money laundering through risk assessments
- Collaborated with compliance teams to address high-risk cases, ensuring regulatory compliance
Account Management
Sutherland Global Services
03.2021 - 07.2022
- Provided frontline support to Spotify users for account management, subscription plans, and payment methods
- Addressed technical issues, including playback errors and device syncing for enhanced user experience
- Educated users on platform features, improving engagement and satisfaction
- Assisted artists with content management, profile claiming, and resolving metadata and distribution errors
Customer Support Associate
Amazon Development Centre India Pvt Ltd
07.2020 - 01.2021
- Responded to customer inquiries regarding order tracking, refunds, and product issues via phone, email, and chat
- Troubleshot technical issues, guiding customers through step-by-step solutions
- Collaborated with internal teams to ensure quick and accurate resolution of customer problems
- Consistently met performance metrics, including response times and customer satisfaction
Technical Support Associate (Google Nest)
24-7 Intouch (Knoah Solutions)
01.2019 - 02.2020
- Provided Tier 1 and Tier 2 technical support for Google Nest devices, resolving hardware and software issues
- Assisted customers with device setup, installation, and troubleshooting connectivity problems
- Maintained detailed logs of customer interactions and ensured timely escalation when necessary
- Delivered excellent service while staying up to date with product features and updates
Education
Bachelor of Technology - Mechanical Engineering
Jawaharlal Nehru Technological University
01.2017
Intermediate - M.P.C
Board of Intermediate Education
01.2013
Secondary Education -
St. Patrick's High School
01.2011
Skills
- Power BI
- Excel
- Problem-solving
- SQL
- Call handling
- Account updating
- Technical Support
- Leadership
Disclaimer
I hereby declare that the information provided is true to the best of my knowledge.
Languages
English, Hindi, Telugu
Timeline
Contact Centre Associate
HSBC Electronic Data Processing India Pvt Ltd
07.2022 - Current
Account Management
Sutherland Global Services
03.2021 - 07.2022
Customer Support Associate
Amazon Development Centre India Pvt Ltd
07.2020 - 01.2021
Technical Support Associate (Google Nest)
24-7 Intouch (Knoah Solutions)
01.2019 - 02.2020
Bachelor of Technology - Mechanical Engineering
Jawaharlal Nehru Technological University
Intermediate - M.P.C
Board of Intermediate Education
Secondary Education -
St. Patrick's High School
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