Goutham SP
570 9/1, 75th D cross, 6th Block Rajajinagar 560010
Summary
Seasoned professional with a proven track record at Infosys Bpm Limited, excelling in client communication and Salesforce CRM. Demonstrated expertise in driving customer satisfaction and resolving complex issues with advanced Excel skills. Skilled in empowering teams and leveraging visual communication for strategic improvements, significantly enhancing operational efficiency.
Overview
7
7
years of professional experience
Work History
Contact Center Associate
Hong Kong and Shanghai Banking Corporation (HSBC)
Bangalore
03.2024 - 10.2024
- Guaranteed accurate and prompt processing of orders within specified timelines.
- Demonstrated strong problem-solving abilities to address complex situations efficiently.
- Executed follow-up communications in alignment with defined protocols.
- Conducted comprehensive training sessions for new team members on contact center processes.
Subject Matter Expert
Webhelp India Private Limited
Bangalore
08.2021 - 01.2024
- Conducted training sessions to equip consultants with required skills.
- Anticipated evolving industry trends to guide strategic program adjustments.
- Collaborated with client leads, earning their trust.
- Listened attentively to complaints with an open mind.
- Maintained comprehensive logs of customer interactions for reference.
- Addressed customer inquiries in live chat rooms, providing immediate solutions.
Senior Associate
Infosys Bpm Limited
Bangalore
10.2018 - 07.2021
- Empowered service teams to consistently deliver exceptional customer care.
- Managed the entire process of customer complaints from initiation to resolution.
- Maintained comprehensive documentation of customer interactions for streamlined complaint resolution.
- Evaluated and escalated unresolved complaints via phone and email, ensuring prompt resolution.
IT Help Desk
InTarvo Technologies
Bangalore
07.2017 - 04.2018
- Inquired with customers using focused questions during troubleshooting to develop effective solutions.
- Promptly addressed and fixed technical malfunctions reported by customers via email, calls, and live chat.
- Delivered efficient and precise guidance for troubleshooting technical issues.
Education
Bachelor of Computer Application - Computer Applications
Acharya Bangalore B- School
Bengaluru, KA2017
Pre University College - PCMC
Carmel PU College
Bengaluru, KA2014
SSLC -
East West Academy
Bengaluru, KA2012
Skills
- Advanced Excel Skills
- Visual Communication Skills
- Effective Client Communication
- Excel Spreadsheet Management
- Salesforce CRM Experience
- Salesforce Application Experience
- Proficient in SFDC
Timeline
Contact Center Associate
Hong Kong and Shanghai Banking Corporation (HSBC)
03.2024 - 10.2024
Subject Matter Expert
Webhelp India Private Limited
08.2021 - 01.2024
Senior Associate
Infosys Bpm Limited
10.2018 - 07.2021
IT Help Desk
InTarvo Technologies
07.2017 - 04.2018
Bachelor of Computer Application - Computer Applications
Acharya Bangalore B- School
Pre University College - PCMC
Carmel PU College
SSLC -
East West Academy
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