Balineni Sowjanya
Madanapalle
Summary
Responsible and focused team player with a consistent record of accomplishment of meeting and exceeding performance goals. Looking to work diligently with others in a fast-paced work environment as well as utilize my skills in a challenging position within a company that promotes growth and development.
Overview
3
3
years of professional experience
Work History
Senior Technology Support Executive
Infosys BPM Limited
Bangalore
03.2022 - Current
Responded to customer inquiries via multiple channels, resolving 90% or more of issues on the first contact.
Identified and diagnosed root causes of customer problems, providing timely solutions and troubleshooting guidance.
Escalated complex issues to L2/L3 support teams, ensuring seamless issue resolution.
Consistently met or exceeded SLAs for productivity (95%) and quality (98%).
Analyzed customer requirements, preferences, and feedback to enhance support quality.
Fostered strong customer relationships through effective communication, ensuring high satisfaction rates (95%+).
Education
Bachelor of Science - Computers
S.V - University
Tirupati10-2021
Skills
- ServiceNow
- Customer Service
- Application Support
- ENOVIA
- ServiceNow ITIL
- Incident Management
Accomplishments
Received appreciation mails from the Clients and Team for satisfactory resolutions.
Received i-STAR Award of the year.
Languages
Telugu
First Language
English
Upper Intermediate (B2)
B2
Timeline
Senior Technology Support Executive
Infosys BPM Limited
03.2022 - Current
Bachelor of Science - Computers
S.V - University
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