Open To Work
Gayathri R (SME|Escalation & Incident Management|SLA|RCA)
Guduvanchery
Summary
Dynamic Customer Support SME with a proven track record at Cognizant Technology Solutions, excelling in conflict resolution and process improvement. Achieved 98-100% SLA compliance while mentoring a 30-member team. Recognized for enhancing customer satisfaction and driving performance through data-driven insights and effective communication.
Overview
6
6
years of professional experience
Work History
Customer Support SME
Cognizant Technology Solutions
Chennai
01.2024 - 01.2025
- Acted as primary escalation point for high-impact and sensitive customer issues, resolving them in a timely manner.
- Acted as a Subject Matter Expert (SME) for a 30-member team, reviewing team deliverables and validating support tickets before escalation to senior management.
- Partner with internal teams (Operations, Quality, Product) to resolve complex service issues.
- Perform Root Cause Analysis (RCA) on recurring incidents and implement preventive action plans.
- Review and audit team tickets to ensure SLA compliance and quality standards (achieved 98-100% compliance).
- Reduced Average Handling Time (AHT) by ~15% through peer coaching and process guidance.
- Generated performance reports and presented trend analysis to management, facilitating data-driven decision-making.
- Contributed to process documentation, SOP updates, and best practice implementation.
- Cognizant is a leading provider of information technology, consulting, and business process outsourcing services.
Senior Customer Support Executive
Cognizant Technology Solutions
Chennai
01.2021 - 01.2024
- Managed priority customer interactions across phone, email, and chat channels to enhance customer satisfaction.
- Handled complex escalations, ensuring timely resolution within defined SLAs to maintain service quality.
- Maintained CSAT score above 4.5/5 consistently.
- Facilitated onboarding and training for new hires on tools and resolution frameworks to improve team readiness.
- Supported quality audits and process improvement initiatives.
- Recognized for leadership support during high-volume periods.
- Cognizant is a leading provider of information technology, consulting, and business process outsourcing services.
Customer Support Executive
Cognizant Technology Solutions
Chennai
01.2019 - 01.2020
- Resolved 60-80 customer tickets per day while maintaining 95%+ SLA adherence.
- Achieved first-call resolution for majority of customer queries, improving overall customer satisfaction.
- Drove customer retention by effectively handling and resolving complaints.
- Achieved 'Best Performer' recognition multiple times for quality and productivity.
- Streamlined case documentation and follow-up processes to enhance accuracy.
- Cognizant is a leading provider of information technology, consulting, and business process outsourcing services.
Education
B.A - Businesses Economics
Ethiraj College For Women
01.2019
HSCC -
Clarence Matriculation Higher Secondary School
01.2016
SSLC -
Saraswathy Venkatraman Matriculation School
01.2013
Skills
- Subject Matter Expertise & Process Guidance
- Customer Complaint Handling & Retention
- Escalation and Conflict Resolution
- Quality Assurance & Auditing
- Process Improvement & SOP Adherence
- Performance Monitoring & Reporting
- Team Mentoring & Training
- Time Management & Prioritization
- Communication and Interpersonal Skills
Accomplishments
- Awarded Best Performer of the Month - 13 times for exceptional performance and customer impact.
- Played a key role in reducing average handling time by coaching peers on effective resolution techniques.
- Recognized for leadership and mentoring skills, contributing to improved team productivity and morale.
- Consistently achieved high quality and compliance scores across audits.
Timeline
Customer Support SME
Cognizant Technology Solutions
01.2024 - 01.2025
Senior Customer Support Executive
Cognizant Technology Solutions
01.2021 - 01.2024
Customer Support Executive
Cognizant Technology Solutions
01.2019 - 01.2020
B.A - Businesses Economics
Ethiraj College For Women
HSCC -
Clarence Matriculation Higher Secondary School
SSLC -
Saraswathy Venkatraman Matriculation School