Akshatha Moodithaya
Bangalore
Summary
Energetic and ambitious to learn new skills Hard working, Logical approach Communication, Team work Self-motivated and Result driven Excellent technical, Resource management and communication skills Strong sense of work ethics and integrity Expertise working in diverse environment and People managing skill.
Diligent with 11.5 years of experience. Known for effective systems improvements and careful attention to infrastructure and operational procedures. Excellent diagnostic abilities with advanced technical expertise.
Overview
12
12
years of professional experience
Work History
Client Tech Support Sr. Associate
Dell International services
Bangalore
01.2017 - 04.2022
- Handling Commercial Segment for Global business on Social Media Site (Twitter/Facebook/Dell Community Forum)
- Escalation management for the team
- Nurturing new hires within the incubation period
- Cascading process updates and engaging in weekly meetings
- Generating case management report to efficiently handle assigned cases for the day
- Provide technical/billing/sales expertise to commercial customers
- Mentored with the Program Management Team related to Customer Standing Instructions
- Help with assigning special instruction related to the all the customer accounts with Dell Inc
- Handle corrections reported by Accounts Managers/Technical Accounts Managers internally
- Helped with the transition of the process to the new teams in Casablanca
- Case Manager for the team
- Currently mentoring with the Content Development team
- Quality auditor for Pro-active content published on some of the Dell pages
- Organization : Dell International services
- Researched, identified and responded to client inquiries expeditiously, providing reactive and proactive customer support.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Worked closely with product development and quality assurance teams to serve as voice of customer (VOC) internally and drive resolution of issues.
- Monitored employee productivity to provide constructive feedback and coaching.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Monitored operations and reviewed records and metrics to understand company performance.
Client Tech support Senior Associate
Dell
Bangalore
01.2014 - 01.2017
- Handling Customer escalations from Sales teams through triaging queues
- Dealing with some major customer accounts
- Interacting with Senior Executive Management Team to resolve the issues/report the status
- Helped with the process transition to the Casablanca team
- Mentoring with the Program Management Team dealing with customer account Data Correction
- Had an opportunity to work with SKU management team
- To work with the Program managers to set-up the process for EMEA
- Helped with the transition of the process to the new teams in Bangalore
- Handle corrections reported by agents internally
- Mentored with Social Media team after the Data Correction Team
- Organization :, International services
Client Tech support Associate
Bangalore
01.2010 - 01.2014
- Responsibility:
- Troubleshooting Dell Client products like Inspiron, Latitude, OptiPlex, Precision, Monitors, Projector’s
- Managing and maintain the Quality and productivity of the team with the co-operation of Team Leader
- Was part of the pilot team for Emerging Countries (Estonia, Lithuania, Croatia, Azerbaijan)
- Handled the escalations/customer issues reported through Dell resellers
- Was the POC for resellers
Education
B.E. CSE -
PES School Of Engineering (VTU)
01.2010
12th STD -
01.2005
10th STD -
01.2003
Skills
- Microsoft Excel
- SQL
- Python
- Verbal and Writing Communication
- Call Center Operations
- Problem Resolution
- Calm and Professional Under Pressure
- Teamwork and Collaboration
- Location : Bangalore
- I hereby declare that all the above given information is true to the best of my knowledge
- Akshatha MK
Interests
PERSONAL INFORMATION
, DOB : 20/06/1987
Hobbies : Exploring new places, Reading
Languages
Additional Information
- ACHIEVEMENTS , Conducted the CSA audit for Bangalore site from 2015 to 2018 Awarded Best Customer Service Representative several times Received on Spot Award for excellent Support to Team several times Awarded Michael Dell Championship twice for 2013-2014 and 2014-2015 Awarded Bronze award for Help A Customer pilot process in 2017 Awarded Bronze award for Case Management in 2017 Awarded Bronze award for highest productivity/ case handled in 2019
Timeline
Client Tech Support Sr. Associate
Dell International services
01.2017 - 04.2022
Client Tech support Senior Associate
Dell
01.2014 - 01.2017
Client Tech support Associate
01.2010 - 01.2014
B.E. CSE -
PES School Of Engineering (VTU)
12th STD -
10th STD -
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