Jyothsna Chagantipati

Started career with "Telstra India Private Limited", as Assurance Consultant - BELONG Service Desk & Customer Support process.

While with company I been acting floor support, SME from year off-papers.

Also handled team of 10 - 20 members and helped as L2 expert.

Process: Telstra Broadband Services (Australian Voice/Non- voice)

• Answered live online chats & calls to give quick answers and solve problems faster.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Responded to customer requests for products, services, and technical support in resolving hardware & software-related issues.

• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Roles and responsibilities:

•To achieve expected stats with the given, Ticket Count & NPS.

• To maintain customer-friendly approach in accordance with business requirements.

• To deliver the job at expected quality.

• Been floorwalker for period of18 months handling customer escalations over calls and chat.

• Individual responsibility, to handle level 1 and level 2 calls and chats.

• Responsible for conducting a quick training session for new agents& making sure the process gap is covered.

• Actively involved in client calibration calls &provide appropriate feedback to Associates and insight to management.

• Successful in maintaining individual scores and ensuring 90-100% scores on internal and external audits.

• Have helped customers with technical troubleshooting in resolving customers’ Broadband and home phone issues.

• Worked closely with a team of 25 in handling & supervision in absence of the team lead.

WORKED AS SENIOR FULFILLMENT EXPERT IN BUNDL TECHNOLOGIES PVT LIMITED SWIGGY PROCESS IN BANGALORE.

Swiggy Customer services - Domestic Voice Process.

• Responded to customer comments and questions via Live Chat during shifts.

• Documented and detailed calls and complaints using call center's CRM database.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Referred complex issues relating to online order system or technology to help desk for further evaluation.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Answered over 200 calls per shift to meet fast-paced call center demands.

• Cross-trained and provided back up for customer service managers.

• Delivered prompt service to prioritize customer needs.

• Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

• Maintained up-to-date knowledge of product and service changes.

• Sought ways to improve processes and services provided.

• Increased efficiency and team productivity by promoting operational best practices.

• Optimized customer support by establishing a collaborative service environment.

Worked for "Pinterest", email & content writing - US & Australian Process.

Live Chat, Email Chat, Tweets and Facebook Blendid process.

Roles & Responsibilities:

• Assisted customers who had issues uploading pictures, technical server issues, or wanted us to create a blog with a limit of characters or a quick summary or outlook of their website or a post on the Pinterest website.

• Use to troubleshoot issues for login password and coding issues over emails.

• Metrics were achieved as per company stats and was awarded as the best employee for twice winning the RNR.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Maintained servers and systems to keep networks fully operational during peak periods.

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Accenture, Hyderabad, India - Google Pixel Phones & Mapping process.

Roles & Responsibilities:

• Strategized content based on Google Analytics data, geographical targeting, and keyword planning.

• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.

• Collaborated with team of writers and content marketing strategists to create copy promoting clients 'SEO, sales and thought-leadership goals.

• Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting and, captivating and authentic approach.

• Formatted articles, blogs and webpages with HTMLL, photos and infographics.

• Coordinated with subject matter experts for interviews and topic generation.

• Developed copy while maintaining brand voice and adhering to legal requirements.

• Provided writing supporting fast-paced environment for variety of public-facing materials.

• Chose cover photography or artwork, selected fonts and arranged designs to attract target readership.

• Completed accurate and polished formatting in line with publishing standards prior to submission.

• Played an instrumental role in creative planning and review sessions, working with the resourceful team to elevate the quality of content and designs.

• Managed competing deadlines with efficiency.

• Presented clients with unique copy options based on overall marketing objectives.

• Promoted client blog on main social media platforms such as Facebook, Twitter & Instagram. Worked mainly on tweets, blogs, websites summary, client summaries, technical issues, and reviews of videos.

WORKED AS SENIOR PROCESS ASSOCIATE AND TECHNICAL SUPPORT EXECUTIVE WITH ISHI TECHNOLOGIES THIRD-PARTY PAYROLL FROM 28-12-2013 TO 07-01-2017.

Bell & solo mobility (calling process), Outbound calling & Lead generation. Inside Sales.