Bala Padma Hiranmayi Abburi

Working for clients Bridgestone, DessertHoldings and Purecycle

• Receive and prioritize incoming requests for technical support via ticketing systems, email, phone, or chat.
• Acknowledge receipt of requests, gather relevant information, and ensure timely resolution or escalation as per service level agreements (SLAs).
• Diagnosed and troubleshot hardware, software and network issues
• Reduced call wait times by implementing effective call routing strategies and prioritizing urgent cases
• Managed diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth
• Responded to customer inquiries and provided technical assistance over phone, email and chats
• Assisted in creation of internal knowledge base, enabling faster resolution times for common issues across support teams
• Developed and implemented training initiatives for new hires
• Served as subject matter expert on key technologies, providing guidance and expertise to colleagues when needed
• Cultivated lasting client relationships through consistent reliability and dedication towards achieving mutually beneficial results
• Maintained high level of product knowledge, providing accurate information to customers
• Managed Active Directory services including user account creation, group policy implementation, and access management to maintain secure environments while providing necessary resources for users
• Simplified user access management by implementing centralized authentication mechanisms using LDAP or Active Directory integration
• Participate in team meetings, training sessions, and quality assurance initiatives to enhance technical skills, knowledge, and performance
• Adapt to changing priorities, workload fluctuations, and evolving business requirements in dynamic technical support environment.
• Demonstrate flexibility in work schedules, including availability for on-call support or off-hours coverage as needed
• Maintain proficiency in relevant technologies, systems, and tools used for request management and technical support, including ticketing systems, remote support tools, and diagnostic utilities

Worked for Accenture

• Interacting with customers via phone, email, chat, or in-person to address inquiries, resolve issues, and provide assistance
• Handled complex customer issues with diplomacy, working towards mutually beneficial resolutions while upholding company standards.
• Listening attentively to customer concerns, empathizing with their situations, and ensuring positive customer experience
• Resolving customer complaints promptly and professionally to achieve customer satisfaction and retention
• Managing workload effectively by prioritizing tasks based on urgency and importance

• Investigate issues thoroughly and resolve them in timely manner
• Maintain accurate records of customer interactions, inquiries, complaints, and resolutions

• Band U1 in the project Amazon in domestic and international voice processes
• Respond to customer inquiries promptly via phone, email, chat, or other communication channels
• Address customer concerns, troubleshoot problems, and provide appropriate solutions
• Listen attentively to customer complaints and empathize with their concerns
• Escalate unresolved problems to appropriate departments or supervisors for further assistance