Dhruva Ponugupati

• Proficient at managing customer relationships and developing WooCommerce websites on the WordPress platform.
• Expertly collaborated with design teams, web integrators, and copywriters to produce top-tier websites for small-scale businesses.
• Successfully handled project delivery and ongoing maintenance for more than 80 initiatives since April 2020.
• Managed collaboration with partners, advertisers, and specialists for quality and timely updates.
• Analyzed copy modifications, layout options, and developed engaging content.
• Coordinated with designers to address advertiser needs.
• Collaborated with server maintenance and sales teams to launch sites.

Achievements:

• Met deadlines consistently with projects, leading to increased client satisfaction.
• Developed robust client connections resulting in repeat business.

• Converted prospects to driver partners, consistently achieving target quotas.
• Ensured compliance through process improvement.
• Directed the management of indirect reports without team lead supervision.
• Enhanced key metrics including Quality and C-SAT through data-driven analysis.

• Specialized in resolving technical issues and troubleshooting orders for Dell Premier customers.
• Designed personalized web solutions and offered international technical aid for Dell products.
• Handled first-touch resolution prioritization and communicated product bugs for swift technical team response.

• Delivered multi-regional customer support covering North America, UK, and India via email, phone, and chat channels.
• Identified and addressed customer concerns efficiently, meeting Service Level Agreements.
• Managed KPIs and handled technical escalations to guarantee quick problem-solving.
• Participated in initiatives aimed at improving processes and enhancing efficiency.