Hi, I’m
Balaji Konanki
Bangalore
Summary
Ambitious Customer Service professional offering excellent supervisory and performance-assessment skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills. Proven history of reliability, professionalism and conflict resolution with educated Customer Service Lead with great coaching, documentation, and active listening skills. Proven history of maintaining professionalism and positivity in stressful situations.
Overview
8
years of professional experience
Work History
Scaler by InterviewBit technologies, Bangalore
Senior Customer Service Associate
2023.04 - Current (1 year & 5 months)
Job overview
- Created detailed documentation of customer interactions, including notes on issue resolution.
- Participated in regular training sessions on new products and services features.
- Prepared detailed reports on customer satisfaction levels and other relevant metrics.
- Maintained detailed records of customer interactions for future reference purposes.
- Collaborated with internal teams to resolve complex customer requests or complaints quickly and effectively.
- Utilized problem solving skills to address customer issues quickly and efficiently.
- Maintained up-to-date knowledge of products and services offered by the organization.
- Gathered customer feedback and provided suggestions for improving products and services.
- Tracked and monitored customer service metrics to ensure quality standards were met.
- Suggested ideas for improving processes related to client satisfaction surveys.
- Maintained up-to-date knowledge of company's products and services offerings.
Kaiterra, Remote
Senior Customer Success Manager
2022.08 - 2023.02 (6 months)
Job overview
- Manage Customer Success queries Reach out to customers who raise queries and troubleshoot the issues. Log all the incoming queries via various modes into the task management system and track the progress, coordinate with the relevant teams and provide the resolution to the customers within SLA aiming for 100% customer satisfaction.
- Manage Repairs Coordinate with the customers to get the devices that require any repair and perform the repairs on the device as required. Coordinate with internal stakeholders to get any necessary help to complete the repair while constantly providing the customer repair updates, Logistics and shipment details once repair is done till the customer receives the device.
- Post repair follow ups with customers for device installation and usage along with their feedback on the repair and issues reported.
- Provide great customer success and maintain a customer experience Plan and execute new CS projects to make the customer journey a success and exceptional. Collect feedback from customers and maintain them to improve the process and the steps taken in resolving customer issues.
- Be the voice of the customer with the internal teams like products, software, marketing, and sales to improve processes and products.
- Provided detailed reports on customer health scores based on usage data collected over time.
Fello Technologies Pvt Ltd, Bangalore
Associate
2021.12 - 2022.08 (8 months)
Job overview
- Identifying operational issues, and process gaps and suggesting improvements
- Respond to Social Media requests/complaints in a timely manner (Meta business suite, play store and app store) • Respond to customer emails through Freshdesk ticketing system and close the queries in a timely manner
- Have customer feedback calls made to randomly chosen customers based on their activity to understand their experience, requirements and suggestions.
- Speak with the relevant stakeholders in the respective huddles to implement the suggestions and feedback provided by the users by calibrating the best ideas to make the app better for users.
- Handle gateway issues with the payment gateway partners Razor pay and Paytm to ensure seamless financial transactions are processed without any issues to the users and the merchants (Augmont gold)
- Internally test the apps along with the technical team and other responsible teams to ensure the product update is smooth without any bugs before the launch
- Identified opportunities for process improvement and cost savings initiatives.
Furlenco (Kieraya Furnishing Solutions Pvt Ltd), Bangalore
Senior Executive (Floor Support)
2018.10 - 2021.12 (3 years & 2 months)
Job overview
- Monitor real-time dashboards and ensure optimum utilization of staff on calls, tickets, chats. Allocate breaks
- Provide floor support to agents, handle escalation calls and ensure timely follow up
- Collaborate with other departments to get a quick and correct resolution to improve customer satisfaction.
- Identifying operational issues, process gaps and suggest improvements
- Monitor agent performance and share feedback with reporting manager
- Prepare and publish agent performance reports
- Conduct team huddles and share process updates
- Attend customer calls and tickets when not managing floor
- Manage large amounts of inbound calls/emails/ social media queries in a timely manner.
- Resolve Customers’ queries or complaints by providing clear information and provide solutions and/or alternatives on calls/emails and social media queries.
- Keep records of all conversations in our contact center database in a comprehensible manner.
- Consistently meet and exceed quantitative and qualitative targets. • Identify bottleneck, call out issues, own up customer issue/track & provide resolution.
- Work within the team and with other functions to resolve Customers’ issues effectively.
- Mostly handled billing and delivery queries for customers and provide credit or debit notes if required.
- Will be internally coordinating customer issues with the operations control center, Warehouse, last-mile logistics, finance, and risk/compliance teams to deliver a timely resolution with 98% CSAT.
- Have implemented a new process to reduce the call flow and incoming email requests to seamlessly provide exceptional support to customers.
- Share process improvement ideas and suggestions with the team’s leadership to improve the customer experience
- Constantly shared cons from the website API and shared many suggestions on the product detail page (PDP web pages) to avoid confusion on product details.
- Shared many suggestions and found flaws on the website to rectify.
- Has been recognized as the best performer of continuous quarters.
Concentrix services India private limited, Bangalore
Operations Executive
2024.07 - 2024.08 (1 month)
Job overview
- A dynamic professional with over 1.1 years of experience in technical troubleshooting, issue resolving.
- Starting from Updating the Date of purchase to extended agreements to Apple products.
- Supporting partners with creating to closing the repairs for Apple products using various internal Apple tools.
- Resolving real-time shipping issues with Fed-ex, UPS, TNT, DHL Resolving credit issues and processing credit for partners.
- Involved in resolving various business-critical issues and implementing the changes related to the process.
- Troubleshooting partner’s work tools (Apple issued access) when they have issues using them and resolving them on time.
- Finding innovative ways to resolve the issues which are kept on hold for more than a month.
- Communicating with warehouse and Apple repair centers to resolve the issues for partners in maintaining customer CSAT.
HGS ISPL, Bangalore
Operations Analyst
2016.04 - 2017.03 (11 months)
Job overview
- Expert in handling Patient orders for their medical equipment.
- Expert in Doc Triage the correct faxes to correct queues to deliver the products earlier.
- Attending meetings/discussions with client calibration calls, process updates.
- Training the newly hired advisers in their academic bay period in handling live cases.
Education
Shree College of Engineering & Technologies
B.tech(CSE)
University Overview
- Marks Obtained: Final year dropout
- Board: JNTU-A
SKIT
Diploma (Mech)
University Overview
- Marks Obtained: 75.4%
- Board: State Board of Technical education
THE School
SSC
University Overview
- Marks Obtained: 79.00%
- Board: Board of Secondary Education
Skills
- Technical support
- Customer success and satisfaction
- Fast-paced technical world
- Empathy
- Reacting to changing situations
- Automation& Process efficiency
- Task management
- Internal liasoning
- Process improvements
- Social media management
- Email management and Chat support
- Reporting
- Team huddles
- Problem-solving
- Billing and delivery queries
- Process improvement
- Website API
- Product detail page
- Technical troubleshooting
- Issue resolving
- Apple products
- Shipping issues
- Credit issues
- Warehouse coordination
- Operating systems: Windows XP, Vista, 7, 8, 10, macOS, Linux
- Issue Research
- Conflict Resolution
Personal Information
- Date of Birth: 10/13/94
- Nationality: Indian
- Marital Status: Unmarried
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Kannada
Advanced (C1)
C1
References
References available upon request.
Timeline
Operations Executive
Concentrix services India private limited
2024.07 - 2024.08 (1 month)
Senior Customer Service Associate
Scaler by InterviewBit technologies
2023.04 - Current (1 year & 5 months)
Senior Customer Success Manager
Kaiterra
2022.08 - 2023.02 (6 months)
Associate
Fello Technologies Pvt Ltd
2021.12 - 2022.08 (8 months)
Senior Executive (Floor Support)
Furlenco (Kieraya Furnishing Solutions Pvt Ltd)
2018.10 - 2021.12 (3 years & 2 months)
Operations Analyst
HGS ISPL
2016.04 - 2017.03 (11 months)
Shree College of Engineering & Technologies
B.tech(CSE)
SKIT
Diploma (Mech)
THE School
SSC
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