Chakrala Vaishnav
Bengaluru
Summary
I boast four years in client and customer relations, where I have served as backup technical lead for product support engineering (cloud and infrastructure) at Microsoft Azure and senior support specialist at 24-7 InTouch and Concentrix. I am now eager to bring my enthusiasm and expertise to a dynamic role that will stand out in this fast-paced environment.
Overview
10
10
years of professional experience
Work History
Client Services Specialist
Autodesk(LTI-Mindtree)
Bengaluru
09.2024 - Current
- Working with all three regions (APAC, EMEA, and American regions) through chat, calls, and web cases in assisting clients' customers, and students.
- Providing all basic troubleshooting and guidance for Autodesk products, like AutoCAD, Maya, Fusion, BIM Collaborate Pro, etc.
- Helping with billing clarifications, refunds, placing orders, and creating legitimate sales leads, etc. Collaborating with cross-functional teams to ensure smooth support for clients and customers.
- Handling escalations, going on call in critical situations for cases of fellow specialists, and making sure the CSAT is not impacting the team's performance.
- Documenting the conversation or case details clearly, engaging the respective team if necessary, and driving the case or complaint towards closure.
Cloud and Infrastructure Support Engineer(Azure)
LTI mindtree
Bengaluru
09.2022 - 09.2024
- Resolved Azure subscription management and billing issues and incidents promptly, based on their severity, providing clear communication, and excellent customer service.
- Managed client relations and ensured a 98% client satisfaction rate by resolving issues promptly, and maintaining a healthy client connection.
- Assisted customers in selecting appropriate Azure services and configurations to meet their specific business needs, providing cost optimization opportunities, and implementing the usage of Microsoft ASC, Co-pilot, and TSGs for routine tasks, improving operational efficiency and reducing manual errors to achieve 0-7 days case closures.
- Collaborated with cross-functional teams, such as the Global Finance Team, Human Intelligence Team, Credit Check Team, Accounts and Portal Team, and Finance Operations Team, to streamline billing processes, reducing client query resolution time by 30%.
- Led a team of 21 as a backup technical lead, ensuring the achievement of key performance indicators (KPIs) in cloud subscription and billing management.
- Improved team performance, achieving a 95% on-time resolution rate, while consistently meeting or exceeding personal and team performance targets.
- Awarded by Microsoft Azure Directors from the US as the Best Performer for meeting all KPIs.
Senior Customer Support Associate
24-7 InTouch
Bengaluru
03.2021 - 05.2022
- Resolved customer queries and concerns via email, ensuring timely solutions and high satisfaction.
- Escalated complex issues to appropriate teams for prompt resolution, enhancing customer experience.
- Provided compensatory goods to customers for issues stemming from the company's end, maintaining customer trust.
- Ensured compliance with applicable regulations regarding privacy and security.
- Documented procedures for handling common customer requests.
- Resolved customer inquiries in a timely manner.
Senior Representative
Concentrix
Bengaluru
09.2020 - 02.2021
- Implemented innovative customer service strategies, boosting satisfaction scores by 15%.
- Led a team of 10 representatives, enhancing average call resolution time by 20%.
- Streamlined processes, reducing customer complaints by 25%.
- Collaborated with cross-functional teams to develop innovative solutions to common problems.
- Advised customers on product features and usage techniques to maximize their experience.
- Resolved escalated customer complaints in a timely manner.
Customer Service Executive
CanBank Computer Services LTD
Bengaluru
05.2015 - 05.2018
- Assisted customers via phone with account details and resolved payment issues.
- Resolved payment issues and provided phone support for account inquiries.
- Managed credit card accounts and escalated technical issues for resolution.
- Identified opportunities for process improvement within the customer service department.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Ensured that all customer queries were handled quickly and professionally.
Education
Bachelor of Computer Applications - Computer Applications Development
Mahamaya Technical University Noida
Noida06-2015
Skills
- Microsoft Azure cloud support
- Salesforce
- Client relationship management
- Cloud service knowledge
- Billing resolution
- Team leadership
- Effective communication
- Handling escalations
Accomplishments
- Awarded as best employee for three consecutive months in the Azure project
- Recognized as a yearly performer
Languages
Telugu
First Language
English
Intermediate (B1)
B1
Hindi
Elementary (A2)
A2
Timeline
Client Services Specialist
Autodesk(LTI-Mindtree)
09.2024 - Current
Cloud and Infrastructure Support Engineer(Azure)
LTI mindtree
09.2022 - 09.2024
Senior Customer Support Associate
24-7 InTouch
03.2021 - 05.2022
Senior Representative
Concentrix
09.2020 - 02.2021
Customer Service Executive
CanBank Computer Services LTD
05.2015 - 05.2018
Bachelor of Computer Applications - Computer Applications Development
Mahamaya Technical University Noida