GOWRI PRIYA KARAKULA
Hyderabad
Summary
Technician dispatch coordination and client communication experience supporting strategic systems and on-time service delivery. Strong planning and issue resolution skills that maintain service quality and improve customer outcomes. Consistently drives operational excellence through continuous improvement.
Overview
5
5
years of professional experience
Work History
Project service desk
Strategic systems
Hyderabad
02.2025 - 07.2026
- Onsite Technician coordination and monitoring-Proactively establish contact with field technicians upon their arrival at the client site to monitor work progress and ensure adherence to the assigned scope of work.
- Predispatch planning and Resource verification - Conduct thorough pre dispatch checks with technicians to verify availability of necessary tools, equipment, spare parts, and access permissions prior to site visits.
- Proactive Scheduling & Next-Day Follow up - Perform next-day readiness follow-ups to confirm technician availability, site schedules, and logistical arrangements.
- Communicated with clients to confirm technician attendance and service delivery expectations. to validate technician attendance and confirm service delivery met expectations.
- Collected and validated all post-service deliverables, including service completion reports, photographic evidence, timesheets, and client sign-offs, to ensure accurate closure management.
- Escalation & Continuous Improvement- Promptly escalate critical issues, service delays, or client escalations to the concerned Project Manager or L2/L3 support teams for timely resolution.
Technical Support
Tech Mahindra
03.2024 - 12.2024
- Responded to customer requests by answering calls, addressing customer emails, and providing after-hours on-call support for troubleshooting technical issues, enhancing customer satisfaction.
- Utilized effective communication skills to address customer inquiries. and Problem solving skills to identify issues and provide solutions.
- Ensured confidentiality of sensitive information in customer interactions. and handle sensitive customer information with integrity.
Quality Analyst
JOULES TO WATTS(OPTUM GLOBAL SOLUTIONS)
05.2023 - 11.2023
- Conducted material quality assurance to validate compliance with health insurance policy standards. Assuring the quality of Health insurance policy documents that cover whole or part of the risk of a person incurring medical expenses. The project involves Testing the document in various phases of Testing like- Smoke Testing, Unit Testing, Re-Testing & Regression Testing and User Acceptance Testing, in order to identify the bugs at various phases of testing and fixing them before Push to Print or handing it over to the end user.
- Analyzing Business requirement documents for all the projects to get better a better understanding of the system from both technical and business perspective for various projects and system modifications by directing and documenting analysis and research
- Reporting bugs to the respective programmers using SharePoint
- Documented identified changes and communicated them to relevant colleagues to facilitate understanding and implementation.
- Escalated issues to management for timely resolution and on-site communication.
- Tracked daily status and reviewed completed work to ensure alignment with project goals.
- Led project management efforts to ensure successful execution of tasks and objectives.
Intern Business Development Associate
NXT Wave Disruptive technologies PVT LTD
01.2023 - 03.2023
Customer relationship officer
Tommy Hilfiger
01.2021 - 12.2021
Education
FASHION DESIGNING IN ADVANCE COURSE -
HAMSTECH FASHION AND INTERIOR DESIGN
01-2021
HIGH SCHOOL INTER CLASS -
SRI GAYATRI JUNIOR COLLEGE
01-2017
SCHOOLING OF X TH STANDARD -
HINDU PUBLIC SCHOOL
01-2014
Skills
- IT service management
- Service desk management
- Technical troubleshooting
- Planning and scheduling
- Dispatch coordination
- Resource management
- Problem solving
- Organizational skills
- Communication and interpersonal skills
LANGUAGES
Telugu: First Language, English: C1, Advanced (C1), Hindi: A1, Beginner (A1)
DECLARATION
I, hereby declare that the information furnished above is true up to the best of my knowledge and I bare the total responsibility for the correctness of the above mentioned particulars.
Timeline
Project service desk
Strategic systems
02.2025 - 07.2026
Technical Support
Tech Mahindra
03.2024 - 12.2024
Quality Analyst
JOULES TO WATTS(OPTUM GLOBAL SOLUTIONS)
05.2023 - 11.2023
Intern Business Development Associate
NXT Wave Disruptive technologies PVT LTD
01.2023 - 03.2023
Customer relationship officer
Tommy Hilfiger
01.2021 - 12.2021
FASHION DESIGNING IN ADVANCE COURSE -
HAMSTECH FASHION AND INTERIOR DESIGN
HIGH SCHOOL INTER CLASS -
SRI GAYATRI JUNIOR COLLEGE
SCHOOLING OF X TH STANDARD -
HINDU PUBLIC SCHOOL