Priyanka Mudari
Hyderabad
Summary
Solution-focused IT Support Desk dedicated to maintaining satisfaction through fast, knowledgeable assistance. Versed in Quality and Troubleshooting processes and ways to resolve different issues. Careful to fully document encounters and give accurate information.
Overview
5
5
years of professional experience
Work History
IT Support Analyst
Accenture
09.2019 - 12.2024
- Provide technical support and debugging the issues for cellular and internet issues for US-based telecommunications.
- Respond to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
- Responded to customer emails, chats and phone calls within company's communication targets.
- Maintain excellent team relationships by proactively assisting colleagues with difficult troubleshooting, installation and repair tasks.
- Provided technical telecommunication support to non-technical audiences through product demonstrations and presentations.
Education
Bachelor of Commerce - Computers
St. Mary's Degree College
2018
Intermediate - Maths, Physics, Science
Sri Gayatri Junior College
2015
Secondary School of Education -
Bhashyam Public School
2013
Skills
- Quality control
- MS Excel, MS PowerPoint, MS Office
- Customer query management
- Complaint management
- Processing payments
Accomplishments
- Initially Joined the company as a Fresher as Tier 1 support and by following the company policy and performance cracked the Internal Job Position as Tier 2 support.
- As a Tier 2 support moved across different internal processes and as a tenure agent supported the new nesting batches (10+) and trained them.
- Promoted as a Tier 3 Specialist and handled the team of 10.
- Investigated, identified and reconciled account discrepancies totaling $1.1M in company savings
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
Affiliations
- As a Tier 1 agent won the best employee for 5 months out of 9
- Recognized as the Encore awardee for the Q1 and Q2 in 2021 and Q2 and Q4 for 2022 and Q1 for 2023
- Won the best trainer and mentor for the months Jan, Feb, Mar and Apr for FY'23.
- Shortlisted for the Top Talent Program-FY'23 through Accenture
- Won the award for best performance for FY'24 and got recognition for innovative product suggestions from clients.
Timeline
IT Support Analyst
Accenture
09.2019 - 12.2024
Bachelor of Commerce - Computers
St. Mary's Degree College
Intermediate - Maths, Physics, Science
Sri Gayatri Junior College
Secondary School of Education -
Bhashyam Public School
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