Anita Jeeragi
Bangalore
Summary
Engaging and Active client service professional over 6+ years of experience. In my previous roles, maintained more than 70% of client retention
and achieved high CSAT score and recognized as best employee.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
Allyis Tech Mahindra
06.2023 - 01.2024
- Organized the tickets according to severity of the issue and responded to partners within the target SLA, and received appreciation for it.
- Validated and verified the client details in order to provide first-response resolution.
- Collaborated with cross-functional teams to resolve the client's issue by the given deadline.
- Identified issues, initiated escalations, and submitted bug reports.
- Analyzed logs such as JSON, PSR, SPOCK files, and HAR/network logs, and worked on the Postman REST API.
Product Support Specialist
Exotel Techcom Pvt ltd
07.2022 - 01.2023
- Managed 30+ tickets in a day, and communicated with the client within the SLA.
- Raised child tickets for additional technical support, and followed up with the technical team to update the status to the client.
- Conducted necessary API tests using Postman and the developer portal to ensure functionality.
- Collected the required logs, errors, and screenshots for further debugging with the senior team.
- Assisted clients with integration of Exotel into third-party CRM systems for seamless communication.
- Guided clients in setting up the required call flow and chat system for their needs.
Associate (Account Manager)
Roundglass Wellbeing Pvt Ltd
07.2019 - 06.2022
- Managed more than 20 tickets each day, including queries and problems.
- Client onboarding and introduction to the SaaS CRM account.
- Led data migration and conducted client training to maximize product usage.
- Integrated biometric access control and third-party application. And account mapping to the website.
- Remote troubleshooting of the integration-related issues.
- Ownership of implementing client-specific requirements into the product and testing before handover to the client.
- CRM management and access control.
- Walk-through documentation creation for the client's understanding and usage of the product.
Senior Executive
Force Fitness India Pvt Ltd
04.2017 - 04.2019
- Account creation and user access management.
- On call, email, or remote support, and troubleshooting.
- Product training and prepared FAQ documentation.
- SOP: Follow-up and Implementation.
- Hardware and software installations, configurations and updates as needed.
- Feature enhancement, testing, and communication to the client.
Education
B.COM -
SVM Arts, Science and Commerce College
Ilkal06.2013
Diploma in Information Technology - (C, C++, SQL, HTML, Tally)
POTA Computer Education Institutions
Customer Support Management Certificate -
HubSpot Academy
M365 Teams Online and SharePoint Online Specialist -
Cloud Academy
Skills
- Freshdesk, HubSpot, JIRA
- Google Chat, Teams, Slack, and Genesys
- Postman API, JSON, and Sublime Text
- Microsoft Azure and Linux (Learning on Udemy)
- Learned SQL and HTML (practicing online)
- Remote troubleshooting: TeamViewer, AnyDesk
- Experience with API integration and testing
- Familiar with IIS, NET applications, and LAN, WAN, DNS, and DHCP
- Azure Virtual Desktop
Personal Details
Date of Birth : 21st Jul 1992
Timeline
Technical Support Engineer
Allyis Tech Mahindra
06.2023 - 01.2024
Product Support Specialist
Exotel Techcom Pvt ltd
07.2022 - 01.2023
Associate (Account Manager)
Roundglass Wellbeing Pvt Ltd
07.2019 - 06.2022
Senior Executive
Force Fitness India Pvt Ltd
04.2017 - 04.2019
B.COM -
SVM Arts, Science and Commerce College
Diploma in Information Technology - (C, C++, SQL, HTML, Tally)
POTA Computer Education Institutions
Customer Support Management Certificate -
HubSpot Academy
M365 Teams Online and SharePoint Online Specialist -
Cloud Academy
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