Chaithanya Veluru
Bangalore
Summary
Highly motivated process expert with expertise in customer support, product training, and technical issue resolution. Skilled in handling global clients, conducting product demonstrations, and managing L2 and L3 escalations with a strategic approach. Proficient in ticketing systems (Zendesk, Talisma, Locobuzz), and experienced in ORM and stakeholder collaboration. A proactive problem solver with a positive attitude, strong communication skills, and a passion for delivering exceptional client experiences.
Overview
11
11
years of professional experience
Work History
Trainer and Client Expert
DIGISCHL corporation
Bangalore
03.2023 - Current
- Provide detailed product demos (Robot and Gaming Competition and Robotics, ERP, LMS) to clients, highlighting key features and services.
- Participating in a collaboration meeting with different stakeholders in producing and creating new concepts for products.
- Offer end-to-end support for product applications to partners in building and creating engaging Robot gameplay.
- Follow up on client inquiries and ticket escalations.
- Conduct knowledge transfer sessions for new hires on product functionalities.
- Resolve L2 & L3 level tickets and prevent escalation with strategic solutions.
- Generate new leads through partner outreach.
- Engage clients via calls/emails, guiding them on product usage.
- Collect feedback and address complaints by collaborating with stakeholders.
Senior Process Specialist and ORM Agent
Play Games 24x7 Pvt Ltd
Bangalore
02.2018 - 09.2022
- Managed customer queries and tickets via emails and calls across PAN India, addressing game-related and promotional offer issues.
- Hands-on experience with ticketing tools such as Zendesk and Talisma, Zira for efficient issue resolution.
- Provided technical support, including troubleshooting hardware issues (laptops/desktops) and guiding users on device management.
- Resolved L2 & L3 escalation tickets, offering remote access assistance when required.
- Ensured timely resolution by monitoring reopened tickets and escalating critical issues to the Team Lead when necessary.
- Maintained adherence to quality norms and updated processes based on daily organizational changes.
- Conducted proactive outbound calls to users for high-priority escalations.
- Online Reputation Management (ORM) & Brand Enhancement:
- Served as an ORM agent for Play Games, handling customer feedback, complaints, and brand perception across integrated platforms like Facebook, Instagram, Twitter, Google Reviews, and WhatsApp chatbot using Locobuzz.
- Monitored and responded to ORM tickets, mitigating negative feedback and improving brand reputation.
- Engaged with customers via email and calls to provide updates on ORM ticket status and ensure query resolution.
- Worked closely with game developers and stakeholders to communicate technical and non-technical gameplay, payment, and withdrawal issues.
- Ensured customer satisfaction by requesting feedback/review updates post-resolution.
- Regularly participated in solution discussions and follow-ups for critical ORM cases, prioritizing customer retention and satisfaction.
- Continuously updated knowledge of game policies, terms, and quality standards to enhance customer interactions.
- Monitored TAT (Turnaround Time) for prompt email and phone ticket responses, ensuring SLA compliance.
Technical Support Engineer
Hinduja Global Solutions
05.2014 - 08.2017
- Install various network devices (e.g., routers, switches)
- Checking over the tickets received from customers and providing resolution
- Configuring and Installing the OS (Windows)
- Troubleshooting the network devices using internal software application provided by organization
- Taking remote access to user device to find exact problem for providing accurate solution
- Keep checking on the Red Flagged or Escalation Level Ticket Status and solving them on priority basis
- If trouble occurs and User moving to other Network, retaining them by assuring of providing best services
- Tracking of the complaints raised by same customer or user and assigning a field engineer
- Using Ticketing tools by both emails and calls engaging with customer and proving them the resolution
Education
Bachelor of Science - Computer Science And Engineering
Gokula Krishna College Of Engineering
Sullurpet05-2013
Intermediate -
Narayana Jr College
Nellore04-2009
SSC -
ZPHS Poolathota
04-2007
Skills
- Customer Experience Handling and Ticketing Tool Experience (Zendesk, Talisma, Citrix, Locobuzz, PSP, CRM, Email, and )
- Technical Troubleshooting
- Knowledge transfer to new bees
- Multitasking
- Planning and coordination
- Brand building and awareness
- Team collaboration
- Online Reputation Management (Social Media Handling, Feedback Analysis, Brand Enhancement)
- Problem-Solving
- Adaptability and flexibility
- Strong Communication Skills
- Quick Learning & Adaptability
Languages
- Telugu
- English
- Hindi
- Kannada
Personal Information
- Date of Birth: 12/03/91
- Gender: Male
- Nationality: Indian
- Marital Status : Single
Timeline
Trainer and Client Expert
DIGISCHL corporation
03.2023 - Current
Senior Process Specialist and ORM Agent
Play Games 24x7 Pvt Ltd
02.2018 - 09.2022
Technical Support Engineer
Hinduja Global Solutions
05.2014 - 08.2017
Bachelor of Science - Computer Science And Engineering
Gokula Krishna College Of Engineering
Intermediate -
Narayana Jr College
SSC -
ZPHS Poolathota
Similar Profiles
MAGIELYN M. DELA CRUZMAGIELYN M. DELA CRUZ
Stickering/Bundler at UNIVERSAL ROBINA CORPORATION /RED.DOT CORPORATION AGENCYStickering/Bundler at UNIVERSAL ROBINA CORPORATION /RED.DOT CORPORATION AGENCY
Lisa GallagherLisa Gallagher
Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)
Rocco ZitoRocco Zito
Director Distribution Services at Travel Corporation Distribution Services Ltd. (Subsidiary of The Travel Corporation)Director Distribution Services at Travel Corporation Distribution Services Ltd. (Subsidiary of The Travel Corporation)