Bhavani Shankar Vaka
Hyderabad
Summary
Proactive Technical Support Professional with 7+ years of experience in SaaS and IT environments, delivering advanced troubleshooting, incident management, and customer experience solutions. Skilled in Azure cloud support, technical troubleshooting, API debugging, and SLA-driven outcomes across global clients.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Global Customer Experience Specialist L2
Wipro
Hyderabad
01.2024 - Current
- Resolve 100+ high-priority incidents weekly in Azure cloud environments, maintaining 95% SLA compliance.
- Troubleshoot outages using Azure Monitor and Log Analytics, reducing downtime by 20%.
- Lead crisis communication during the CrowdStrike outage, updating customers via the Azure portal in real time.
- Partner with senior engineers to deploy SQL scripts via cron jobs for recurring issue resolution.
- Conduct post-incident reviews, presenting actionable insights to stakeholders for process enhancement.
- Leverage ITIL and Agile frameworks to ensure seamless escalation handling and root cause analysis.
- Coordinate with cross-functional teams to deliver robust solutions, enhancing customer satisfaction globally.
Customer Experience Associate
Brevo ( Formerly Sendinblue )
Noida
04.2022 - 08.2023
- Managed 80+ Zendesk tickets daily, achieving a 90% first-call resolution for CRM and eCommerce plugins.
- Debugged REST/SOAP APIs using Postman and Datadog, optimizing system performance with MySQL queries.
- Handled Tier 2 escalations for US/UK enterprise clients, resolving software bugs, and performance issues.
- Analyzed email delivery logs with Fiddler and Chargebee, identifying bounce issues and improving reliability.
- Conducted product demos and training sessions, boosting client adoption of chat widgets and web push features.
- Collaborated with engineering teams via Jira, ensuring timely resolutions while adhering to best practices.
- Simulated database scenarios with SQL joins, validating user-reported issues for faster troubleshooting.
- Earned “Performer of the Quarter” for managing Black Friday ticket surge with zero SLA breaches.
Customer Experience Executive
Uplers
Bangalore
07.2021 - 04.2022
- Delivered L1/L2 support for web applications, achieving 85% CSAT scores across 50+ US and UK clients.
- Troubleshot technical issues using Jira and Postman, improving onboarding efficiency by 15%.
- Guided clients through WhatsApp API setup, resolving integration and mobile number connectivity issues.
- Conducted demo sessions on chatbots and sequence messaging, enhancing client automation capabilities.
- Queried MySQL logs to identify errors in email templates and digital marketing services, ensuring uptime.
- Escalated complex API-related queries to senior teams, driving long-term fixes for white-label projects.
- Consistently exceeded KPI targets, earning high scores in incentive programs for customer retention.
Customer Support Associate
Uni Spark IT Solutions
Vizag
07.2017 - 03.2021
- Supported 70+ daily tickets for eCommerce, travel, and matrimony apps, leveraging Ionic and Firebase NoSQL.
- Automated CRM workflows with in-built systems increase customer retention through proactive resolutions.
- Trained in front-end technologies (HTML5, CSS, JavaScript), aiding in hybrid app development support.
- Analyzed customer issues with strong communication, resolving inquiries across diverse domains efficiently.
- Queried application logs to pinpoint technical glitches, collaborating with developers for seamless deployments.
- Assisted in inbound sales, upselling features to enhance user experience, and operational models.
- Won the 'Customer Hero' annual award for outstanding support and process improvements in ticketing apps.
Education
Bachelor of Technology - Computer Science And Engineering
JNTU Kakinada
Kakinada04-2017
Skills
- Incident resolution
- Cloud troubleshooting
- SQL scripting
- API debugging
- Customer communication
- Data analysis
- Technical Support L1/L2 Incident Management Customer experience Product Support
- Cloud: Microsoft Azure (Monitor, Log Analytics)
Accomplishments
- Performer of the Quarter|Sendinblue, 2022
- Customer Hero Annual Award| Uni Spark IT Solutions, 2020
Certification
- Zendesk Customer Service Professional |Zendesk
- Azure AI Fundamentals|Microsoft
- MySQL Basics Certification
- API Fundamentals Certification
Timeline
Global Customer Experience Specialist L2
Wipro
01.2024 - Current
Customer Experience Associate
Brevo ( Formerly Sendinblue )
04.2022 - 08.2023
Customer Experience Executive
Uplers
07.2021 - 04.2022
Customer Support Associate
Uni Spark IT Solutions
07.2017 - 03.2021
Bachelor of Technology - Computer Science And Engineering
JNTU Kakinada
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