Ishitha Dutt
Hyderabad
Summary
Dynamic professional with a proven track record at Copart, excelling in customer support and compliance auditing. Adept at technical troubleshooting and fostering team collaboration, I consistently enhance service quality and mentor colleagues to achieve goals. Passionate about driving performance improvement and client retention strategies in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Sr. Business Process Executor
Copart
Hyderabad
02.2024 - Current
- Completed day-to-day duties accurately and efficiently.
- Trained freshers on taking calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Provided support during peak hours when additional help was required for heavy call volumes or other special projects as assigned.
- Conducted outbound follow-up calls when needed for clarification or additional information.
- Performed audits on the work done, checked if we were in compliance, and provided feedback to the agents.
Analyst- Help desk
HCL technologies LTD - C3i solutions
03.2022 - 11.2023
- Worked with the Novo Nordisk project as a Global Service Desk agent.
- Worked on dealing with technical support, which included troubleshooting Outlook, MS Office, OneDrive, Citrix, working with Active Directory, password resets, account unlocks, checking for accesses, raising access, MFA resets, remote sessions, RSA troubleshooting, and documenting the same.
- I was given a merit increase after six months of working with the process.
- I am also a KCS coach.
- Organized team meetings to discuss strategies and set goals for the month.
- Provided guidance to colleagues in order to help them develop their skills and achieve desired goals.
- Mentored team members in order to build confidence and foster a supportive environment.
- Supported professionals with customer service and client retention goal planning.
Representative for e-chat financial process
Synchrony International Pvt. Ltd.
08.2021 - 03.2022
- Managed customer inquiries and provided timely assistance in a fast-paced environment.
- Collaborated with team members to resolve customer issues effectively and efficiently.
- Managed multiple chat sessions while maintaining high service quality.
- Maintained up-to-date knowledge of product offerings and services.
- Suggested alternative solutions when unable to resolve the issue at hand.
- Documented customer interactions accurately for future reference.
Education
Bachelor of Pharmacy - Pharmacy
Geethanjali College of Pharmacy
Hyderabad01.2021
BiPC - Board of Intermediate Education, AP
Viswasai Junior college
Nellore01.2017
C.B.S.E - Central Board of Secondary Education, AP
Gomathy Global School
Nellore01.2015
Skills
- Content for social media
- Customer support
- Technical troubleshooting
- Compliance auditing
- Knowledge management
- Client retention strategies
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Teams
- VDI/Citrix
- Ticketing tool (ServiceNow, Agent Workspace, Salesforce)
- VPN
- RSA
- Team collaboration
- Performance improvement
- Effective mentorship
- Communication proficiency
- Time management
- Communication
- Team building
- Quality assurance
- Active Directory
- Remote monitoring tools (Bomgar, GoToAssist, LogMeIn Rescue)
Hobbies and Interests
- Reading
- Dancing
- Singing
- Writing
Activities
- Debater
- National Entrepreneurship Network (NEN) organizer
- Part of Space Club
- Participated in Olympiads
- Member of Scouts and Guide (level- Trithiyasopan)
- Tutor (all subjects)
Accomplishments
- Winner of debate competitions held by Geethanjali College of Pharmacy
- Winner in the essay writing competition during Republic Day at DAV Public School
- Winner in various elocution competitions
- Winner in various dance competitions
- Awarded the EOM twice, in June and July 2022
- Merit increase at the office in October 2022
Personal Information
- Blood Group: B+ve
- Date of Birth: 07/28/99
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Telugu
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1
Family Background
Amitabh Dutt, product manager (South), Malpani Group (head office, Maharashtra)
K. Sailaja Dutt, homemaker
Disclaimer
I hereby declare that all the information furnished above is true to the best of my belief.
Timeline
Sr. Business Process Executor
Copart
02.2024 - Current
Analyst- Help desk
HCL technologies LTD - C3i solutions
03.2022 - 11.2023
Representative for e-chat financial process
Synchrony International Pvt. Ltd.
08.2021 - 03.2022
Bachelor of Pharmacy - Pharmacy
Geethanjali College of Pharmacy
BiPC - Board of Intermediate Education, AP
Viswasai Junior college
C.B.S.E - Central Board of Secondary Education, AP
Gomathy Global School