GOUTHAM SUJITH
Hyderabad
Summary
Experienced customer service professional with over 4 years of experience, and readiness to take on any team need or customer challenge. Positive and upbeat communicator with a highly organized nature and a solid history of improving customer satisfaction and recapturing lost customers. Trained in regulations and best practices.
Overview
4
4
years of professional experience
Work History
Senior Customer Support Analyst
Firstsource
Hyderabad
01.2023 - 01.2025
- Performed root cause analysis to identify underlying causes of recurring problems with products or services.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Worked with more than six teams, constantly driving performance and skill with associates.
- Performed root cause analysis to identify the underlying causes of recurring problems with home internet, voice, and cable services
- Resolved issues with first call and performed needs analysis and presented options based on findings to help customers make decisions.
- Analyzed customer feedback to recommend product or service enhancements.
- Collaborated with other teams such as marketing, sales, and product development to improve the overall experience for customers.
- Provided feedback to team members on performance related to handling customer queries.
- Maintained up-to-date knowledge of company's products and services as well as industry developments.
- Generated weekly reports highlighting key performance indicators related to the team's productivity levels.
Process Executive
Patra India Corp
Visakhapatnam
07.2021 - 12.2022
- Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
- Leading a team of five people by training them on all the technical aspects involved in policy issuance.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Created and revised systems and procedures by analyzing operating practices, recordkeeping systems and forms control.
- Organized and maintained documents, files and records.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Technical Support Engineer
Inspiredge IT Solutions
Visakhapatnam
12.2020 - 06.2021
- Experienced in technical support by working on multiple OEMs, such as Avaya IP Office, Avaya Communication Manager, and Cisco Meraki dashboards.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
- Streamlined support processes through the implementation of automation tools and technologies.
Education
Bachelor of Technology - Electronics And Computer Management
Jawaharlal Nehru Technological University
Kakinada03-2020
Intermediate - M.P.C
NRI Junior College
Vishakapatanam05.2016
S.S.C - CGPA - 8.7/10
Hara Gopal School
Vishakapatanam03-2014
Skills
- Technical support
- Excel
- HTML
- Operating Systems
- Avaya IPO & Avaya CM
- Report generation
- Ticketing system expertise
- Sales support
- Customer relationship management (CRM)
- Employee training
Accomplishments
- Recognized as a Leading On-Job Trainee during the training phase at Firstsource.
- Awarded Best Associate for maintaining exceptional KPI metrics during the BAU phase.
- Honored as an Exceptional Specialist for two consecutive months for outstanding team management.
- Earned the "YOU ROCK" card within three months of tenure at Inspiredge, symbolizing excellence in queue management, ticket handling and performance.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Telugu
Advanced (C1)
C1
Tamil
Intermediate (B1)
B1
Kanada
Elementary (A2)
A2
Affiliations
Professional Pencil Sketch Artist
- Achieved 3rd place in a National Art Competition conducted by the Tirupati Trustee Board.
- Awarded in the State-Level Camlin Sketching Competition for artistic excellence.
Disclaimer
I hereby declare that all the information furnished above are true to the best of my knowledge and belief.
Timeline
Senior Customer Support Analyst
Firstsource
01.2023 - 01.2025
Process Executive
Patra India Corp
07.2021 - 12.2022
Technical Support Engineer
Inspiredge IT Solutions
12.2020 - 06.2021
Bachelor of Technology - Electronics And Computer Management
Jawaharlal Nehru Technological University
Intermediate - M.P.C
NRI Junior College
S.S.C - CGPA - 8.7/10
Hara Gopal School
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