CHANDRA TEJA KATENI
Hyderabad
Summary
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
11
11
years of professional experience
Work History
SENIOR IT ASSOCIATE
GENPACT INDIA PRIVATE LIMITED
09.2022 - Current
- Developed customer service scripts to ensure consistent customer service across all customer service channels
- Developed customer service scripts that increased product knowledge among customer service agents
- Managed the daily operations of the front desk, ensuring efficient service delivery and compliance with organizational standards
- Monitored and maintained the service desk ticketing system, ensuring all tickets were responded to in a timely manner
SENIOR HELPDESK ASSOCIATE
NTT DATA GLOBAL DELIVERY SERVICES PRIVATE LIMITED
09.2021 - 09.2022
- I am responsible for resolving the tickets (Incidents and work orders) raised through remedy tool
- Also, will raise the tickets for issues received through calls and emails from users
- Based on the impact will escalate them according to SLA agreement for technical assistance on standard and proprietary applications and will troubleshoot issues related to network connectivity and workspace
- We will be maintaining a call tracker as well and updating all the details collected on calls from users
- I have also trained the new joiners through the work process and assisted them on critical issues which have been faced by users
- Also worked in Remote Desktop team where we would be taking the tickets in queue and assist users in installing the applications based on their project requirements
SERVICE DESK ANALYST
EF INFORMATION SYSTEMS PRIVATE LIMITED
03.2020 - 09.2021
- I am responsible for resolving the tickets and escalating them accordingly based on SLA agreement for technical assistance on standard and proprietary applications and will troubleshoot issues related to network connectivity and workspace
- Also have experience in Tech monitoring the Network devices and creating outages for Firewall, Switch and Access point related alerts based on the users affected
- Also, will be monitoring the dashboard and reach out to Stake holders based on the alerts we receive regarding the client applications
PLANNING ENGINEER
SEALWEL CORPORATION PRIVATE LIMITED
12.2013 - 03.2020
- Company Overview: Hyderabad based Company -Planning Engineer
- Analyzed labor and material costs to determine the most cost-effective solutions that met project requirements
- Developed and maintained a project schedule, ensuring that deadlines and objectives were met
- Prepared and presented detailed project reports to senior management, outlining progress, issues and solutions
- Managed resource allocation and utilization to maximize efficiency and minimize waste
- Hyderabad based Company -Planning Engineer
Education
Bachelor of Technology (B.tech) - Computer Science Engineering
Jawaharlal Nehru Technological University
Hyderabad05.2011
Skills
- Incident management
- User training
- ITIL processes
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Remote support
- Desktop support
- Ticket management
- Software installation
- Product troubleshooting
- Technical issues analysis
- Service support
- Issue troubleshooting
- Technical troubleshooting
- Analytical thinking
- Customer service expert
- Windows 10
- Hardware troubleshooting
- Ticket support system management
- Microsoft outlook
- Application support
- LAN/WAN
- Customer success management
- TCP/IP
- Technical support
- Issue escalation
- Operating systems
- Incident tracking
- Teamwork
- Teamwork and collaboration
Languages
English
Telugu
Hindi
Kannada
Extra-Curricular Activities
Organizing various cultural & Technical activities. Participated in Paper Presentation on Topic Ethical Hacking. Participated in Seminars on Global Warming. Diploma in C & C++ from Aptech.
Personal Information
- Father's Name: K. Bhaskara Rao
- Date of Birth: 01/17/90
- Gender: Male
- Marital Status: Married
Accomplishments
- Supervised team of 4 staff members.
- Recipient of individual and departmental awards for providing stellar client service.
Timeline
SENIOR IT ASSOCIATE
GENPACT INDIA PRIVATE LIMITED
09.2022 - Current
SENIOR HELPDESK ASSOCIATE
NTT DATA GLOBAL DELIVERY SERVICES PRIVATE LIMITED
09.2021 - 09.2022
SERVICE DESK ANALYST
EF INFORMATION SYSTEMS PRIVATE LIMITED
03.2020 - 09.2021
PLANNING ENGINEER
SEALWEL CORPORATION PRIVATE LIMITED
12.2013 - 03.2020
Bachelor of Technology (B.tech) - Computer Science Engineering
Jawaharlal Nehru Technological University
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