Swami Konathala
Hyderabad
Summary
Dynamic professional with extensive technical support and quality assurance expertise from Sutherland Global Services. Proven ability to enhance customer satisfaction through proactive troubleshooting and upselling techniques. Skilled in process improvement and maintaining composure under pressure, leading to a 20% increase in customer retention. Adept at fostering team collaboration and delivering exceptional service.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Found ever
Hamilton, ON
03.2025 - 04.2025
- Providing tax expertise in forms, handling customer enquires.
- Providing tax related queries, preparing and filing tax returns for customers.
- Maintaining customer relationships and draft the customers status reports.
- Meet deadlines and adhere to service standards when resolving customer.
Technical Support Representative
Sutherland global services
Windsor, ON
09.2020 - 01.2025
- Troubleshoot internet and Tv hardware issues and worked with service providers to facilitate repairs for end users.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Identified opportunities to upsell technical products and services, boosting revenues.
Quality Technician
Denso Manufacturing
Guelph, ON
07.2018 - 02.2020
- Assisted in continuous improvement, PPAP and APQP with emphasis on defect prevention and variation reduction within the supply chain and production.
- Analyzed quality from key internal and external quality indicators, defining project proactively, assessing risks involved and implementing mitigation plans along with setting and validating quality goals.
- Assisted Quality Manager, Operations Manager, and Design Team to address defect rate issues and follow through to its resolution and implementation of corrective actions in the process to quality perspective.
- Experienced in FPMEA and the generation and management of RPN reduction plans as a means of continuous improvement.
- Prepared accurate and complete control plans, inspection instructions and developed quality alerts for various internal, supplier and customer issues.
- Documented ERF with defect occurrence. Conducted root cause analysis and trailed preventive measures to avoid any similar issue.
- Participate in hands on training of quality containment activities.
- Monitored and performed process controlling methods like Cp, Cq, Cpk, IMR charts, X-R charts using QI macros and audited to control the plan.
- Worked with other departments to achieve desired resolution, environmental, health & safety, maintenance.
- Lead quarterly ISO audits, monthly quality audits and dock audits, weekly raw material audits.
Education
Master's degree - mechanical engineering with automotive
University of Windsor
Windsor, ON, Canada04.2018
Bachelor of Technology - Mechanical Engineering
Lovely Professional University
Jalandhar, Punjab05.2015
Skills
- Proactive
- Vast technical knowledge
- Exceptional telephone etiquette
- Quality-focused
- Diverse PC knowledge
- Troubleshooting
- Accomplished with mobile devices
- Patient and diligent
- Organized
- Good, cohesive team developer
- Technical support
- Proficient troubleshooter
- Quality assurance
- Process improvement
- Upselling techniques
Timeline
Customer Service Representative
Found ever
03.2025 - 04.2025
Technical Support Representative
Sutherland global services
09.2020 - 01.2025
Quality Technician
Denso Manufacturing
07.2018 - 02.2020
Master's degree - mechanical engineering with automotive
University of Windsor
Bachelor of Technology - Mechanical Engineering
Lovely Professional University
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