KOTESH MUGALI
Bengaluru
Summary
Dynamic and results-driven professional with a proven track record at Concentrix Services India Pvt. Ltd., excelling in customer service and technical troubleshooting. Achieved a 95% customer satisfaction rate while effectively managing complex issues and enhancing operational efficiency. Strong communicator and critical thinker, dedicated to delivering exceptional support and fostering team collaboration.
Overview
7
7
years of professional experience
Work History
Sr. Representative Operations
Concentrix Services India Pvt. Ltd.
Bengaluru
06.2024 - Current
- Resolved an average of 50+ customer inquiries per day, with a customer satisfaction rate of 95%.
- Identified and escalated complex issues to Tier 2 support, reducing resolution time by 20%.
- Developed and updated a knowledge base for common issues, improving first response time by 25%.
- Conducted malware and phishing analysis for one of our clients.
- Analyzed network traffic and other security data sources to uncover suspicious or malicious activity.
- Escalate issues according to the escalation matrix to the operation heads or senior authorities for faster and better resolution.
- Creating tickets, closing tickets.
Data Processing Executive
Bonzer E-Shop Pvt. Ltd.
Bengaluru
05.2022 - 03.2024
- Assisting clients with various sales and technical aspects related to account modification, plan upgrade/downgrade, invoice generation, and payment tracking.
- Responding to customer inquiries regarding shipping and delivery status.
- Identifying and addressing issues that arise during the shipping process.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
Data Process Executive
IDA Automation Pvt. Ltd.
Bengaluru
04.2021 - 03.2022
- Managed time efficiently in order to complete all tasks within deadlines.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Delivered services to customer locations within specific timeframes.
Computer Operator cum Stenographer
SMEC India Pvt. Ltd.
Navalur, Dharward
10.2018 - 12.2020
- Provided comprehensive administrative support to the Project Manager and Deputy General Manager of RVNL.
- Handled a variety of tasks including typing, clerical duties, office administration, and accounts assistant functions
- Operated computer systems and software to manage data and generate reports.
- Transcribed documents and presentations using shorthand.
- Provided administrative support, including filing, correspondence, and scheduling.
Education
PUC-II -
Department of Pre-University Education Karnataka Govt. 1st Grade College
Shiggaon, KarnatakaSSLC -
Karnataka Secondary Education Examination Board
KarnatakaSkills
- MacOS, iOS, and ticketing tools
- Operating system: All versions of Windows and MS-DOS
- Typing 60 wpm
- Basic command line
- Security practices and maintenance
- Cloud fundamentals
- Multichannel support knowledge
- Customer service
- Ticket resolution
- Malware analysis
- Issue escalation
Disclaimer
(K Mugali)
Accomplishments
- Two-time i-Champ Award for demonstrating exceptional customer focus, a deep understanding of customer needs, and strong relationship-building skills, crafting compelling value propositions, leveraging the organization's network to benefit customers, and building strong peer relationships by troubleshooting the customers' issues with high survey counts and high C-Sat percentages
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Sr. Representative Operations
Concentrix Services India Pvt. Ltd.
06.2024 - Current
Data Processing Executive
Bonzer E-Shop Pvt. Ltd.
05.2022 - 03.2024
Data Process Executive
IDA Automation Pvt. Ltd.
04.2021 - 03.2022
Computer Operator cum Stenographer
SMEC India Pvt. Ltd.
10.2018 - 12.2020
PUC-II -
Department of Pre-University Education Karnataka Govt. 1st Grade College
SSLC -
Karnataka Secondary Education Examination Board
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