Deepthi M U
Bengaluru
Summary
Client Service Specialist with 3+ years of experience at Remote Infosystems, skilled in contractor payment processing, issue resolution, and technical troubleshooting. Known for improving customer satisfaction, maintaining knowledge bases, and building strong client relationships. Proven ability to drive operational efficiency and support product enhancements.
Overview
8
8
years of professional experience
Work History
Client Service Specialist
Remote infosystems Private limited
Bengalure
01.2022 - Current
- Serve as a subject matter expert with 3+ years of experience in handling Employer of Record (EOR) and contractor platform-related queries, including onboarding, salary inquiries, contractor payments, and resolving issues within defined SLAs.
- Manage end-to-end contractor payment processing across global geographies; partner closely with the Payments Operations Manager to ensure accurate and timely disbursement.
- Identify and resolve ACH Direct Debit, SEPA Direct Debit, and card transaction failures by engaging directly with customers and payment processors to troubleshoot and resolve issues.
- Lead critical client interactions through scheduled calls during high-priority escalations, driving issue resolution and client satisfaction.
- Maintain and continuously enhance internal knowledge base documentation to support asynchronous support and cross-timezone efficiency across global teams.
- Deliver high-quality, SLA-driven support via email and live chat, maintaining exceptional productivity and a customer-first mindset.
- Collaborate effectively with cross-functional teams including Product, Engineering, Customer Success, Sales, and Finance to drive seamless support workflows and customer advocacy.
- Analyze user queries to identify bugs, test features, and submit detailed product feedback and bug reports to engineering and product teams.
- Track and escalate recurring feedback trends to relevant stakeholders, influencing product improvements and customer experience initiatives.
- Own day-to-day global payments operations, serving as the go-to expert for payment execution queries.
- Support new country launches by setting up localized payment infrastructures and adapting processes for evolving compliance and operational needs.
Service Desk Analyst( NOC Tier 1)
NTT Data
Bengalure
07.2019 - 01.2022
- Monitored and maintained network components in line with company standards and best practices.
- Handled user and client tickets based on priority, ensuring timely resolution within SLA.
- Identified and categorized equipment issues, responding quickly to maintain effective NOC operations.
- Planned, scheduled, and maintained network activities to ensure smooth and optimized performance.
- Diagnosed network issues involving devices, power, and connectivity, providing accurate troubleshooting.
- Remotely analyzed and resolved complex network faults for Woolworths end-users, recommending and implementing fixes.
- Prepared post-incident reports detailing system failures, causes, and restoration steps.
- Collaborated with customers, internal teams, and stakeholders on system planning, implementation, and integration projects.
Customer Service Executive
[24]7.ai
Bengalure
04.2017 - 07.2019
- Delivered customer support for home phone, broadband, and webmail services via chat and phone for Optus, a leading Australian telecom provider.
- Resolved a wide range of technical issues including modem failures, no-internet connectivity, ping drops, node-level outages, and hardware faults related to modems and Ethernet cables.
- Created and managed service tickets, prioritized issues, and arranged timely dispatches for parts and technicians when necessary.
- Performed troubleshooting and isolation of hardware/software issues, guided customers through password resets (Wi-Fi, modem, application), and supported authentication processes for Optus domain emails.
- Utilized remote sessions for diagnostics and customer support, maintaining a high standard of service delivery.
- Consistently met or exceeded SLAs and contributed to high Net Promoter Scores (NPS) through strong customer satisfaction focus.
- Prepared activity reports, documented resolutions, and tracked service requests to improve issue resolution timelines.
- Recognized by clients for exceptional service, leading to opportunities to train multiple batches on product knowledge, troubleshooting techniques, and customer service best practices.
Education
Telecommunication Engineering
MITE
Moodbidri04-2016
Skills
- Contractor/EOR payments
- Issue resolution
- Knowledge base management
- Technical troubleshooting
- Customer relationship management
- Remote work capabilities
Tools:
- Zendesk, Hubspot, salesforce and Excel.
Timeline
Client Service Specialist
Remote infosystems Private limited
01.2022 - Current
Service Desk Analyst( NOC Tier 1)
NTT Data
07.2019 - 01.2022
Customer Service Executive
[24]7.ai
04.2017 - 07.2019
Telecommunication Engineering
MITE
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