Krishna Teja Dhulipalla
Hyderabad,Telangana
Summary
I would like to be a part of a leading company which give me exposure to various environments and a challenging roles which involves strategy, dedication, teamwork and planning. Customer-oriented support analyst with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work history
Customer service analyst
ADP
Hyderabad, Telangana
2024.01 - Current
- Carried out routine collection of information, reporting and escalating unforeseen and exceptional events.
- Applied conflict management to stressed and concerned customers.
- Contributed to knowledge base by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.
- Managed customer support cases from initial report through to resolution.
- Resolved technical issues promptly to guarantee uninterrupted workflow for end-users.
- Handled in-person, email and mailed correspondence.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Kept accurate records of service requests and resolutions for issue tracking and analysis.
- Handled confrontational customers and applied appropriate de-escalation strategies.
- Served as point of contact for user authentication and access-related issues.
- Obtained feedback from customers to improve service experience.
- Delivered bespoke service across multiple customer touchpoints to maintain customer satisfaction.
- Used Salesforce customer relationship management software to record detailed notes.
- Implemented customer follow up to uphold service standards.
- Documented and escalated complex issues to higher-level support, facilitating swift resolutions.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
- Maintained excellent client satisfaction by providing in-depth support.
- Developed and updated knowledge base articles for issue resolution.
- Worked with IT teams to implement system enhancements and improvements.
- Reviewed customer history to recommend appropriate products and services.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Improved efficiency and productivity by acquiring new skills.
- Analysed data and information to identify issues and create tailored solutions.
- Listened actively to offer accurate information and best solution to their needs.
Sr. Process Associate – Office Management Department
Harmony United Medsolutions Pvt.Ltd.
Hyderabad, Telangana
2023.06 - 2023.07
- Handling roles and responsibilities of Office management, allocating work to the concern departments and following up with them as per the given TAT mentioned in the SLA
- Updating the Medent tool with the relevant patient information while on boarding and helping them fill the required forms either on call or at the location of the provider prior to the appointment
- Helping the patients to Schedule, postpone and cancel the appointment with the provider as per their convenience
- Explaining the patients about the company policy regarding the latest insurance policies in the US like HIPAA and Copay etc
- Updating the documents sent by the patients like Social Security Number through email on a daily basis in the tools to ease the process.
- Sending emails to the management on a day to day basis regarding the progress of the patients who are successfully scheduled appointments or awaiting appointments and cancelled appointments
- Using tools to pull the new patient data on a daily basis to following with the old patients on a date wise basis
- Following up with the patients through phone, Email and SMS to get the required data to schedule the appointments
- Also helping the patients with the First call resolution in case of any issue by reducing the average response time.
Subject matter expert (Tier 2)
Genpact India Pvt. Ltd.
Hyderabad, Telangana
2017.03 - 2022.12
- Currently working for Gpay for Business as a SME for the Google product team Tier 2
- Handling a team of 45 agents in the Tier 2 team and also supporting 500 agents on floor including Floor SME and Managers with Client updates
- Raising bugs for new issues that occur due to internal and external problems
- Closely monitoring the application to avoid any old issues being popped up
- Weekly review meeting with the Product teams (Singapore and US) to discuss the internal issues of the application and analysing ways to resolve them
- By weekly connect with the ground teams to discuss the application external issues like QR delivery and ground team issues highlighted by Merchants
- Providing insights and ideas for betterment of the product
- Handling and resolving legal, Social, Potential, Consumer Forum, Ombudsman Escalations from RBI through merchants and Users due to various transaction issues where money is stuck in Nodal account
- Handling charge back issues related to Google play, trains and Google merchant process
- Calibrating regularly with relevant stake holders for continued alignment on updates and process changes
- Coaching and mentoring teams which are aligned to maintain quality standards
- Managing requirements of a handling a team on a day on day basis and also coordinating with support teams in case of any issue
- Implementing performance management plan where ever required to achieve positive results
- Conducting RCA and Deep dive analysis for cases not meeting SLA, Attrition and providing relevant feedback for improvement
- Pulling data containing AHT, CSAT, DSAT etc for Weekly and monthly Review Meeting.
Office Executive
Frontview Security and Detective Private Ltd
Vijayawada
2014.01 - 2016.10
- Skilled in sending emails, letters, memos and supervise other official activities
- Manage the daily incoming of the customers
- To arrange the accommodations for guest of the company
- Handling invoice stuff like depositing checks and money for salary of employees
- Implementing security procedures and policies
- Planning budgets for security operations and monitor expenses
- Recruiting, training and supervising security officers and guards.
Quality Analyst
EQIC Dies and Moulds
Jeedimetla, Hyderabad
2011.09 - 2013.09
- Operate the CMM machine and check the accuracy of dimensions of different products, moulds, components, dies, inserts, electrodes
- The CMM machinery to set the product specifications, such that the machinery determines the sample products design, in its accord
- Record the inspection results and maintain data from time to time
- To prepare repost for the products meeting the standards and those failing to reach norms
- Determine the manufacturing cost and time as well as product testing methods
- Using all types of mechanical Instruments like Vernier, Height Gauge, Screw Gauge, Point micrometer, Bore Gauge and also Measuring Co-ordinates through CMM machine
- Inspecting prestigious Company (TVS, HONDA, ROYAL ENFIELD,) 2 Wheeler parts like Crank case, Ram flange, Break wear panel, Pillion handle, Wheel Hub front, Alto Fixing Bracket etc
- Monitoring and mentoring team of CAD CAM Consultants involved in Pressure die casting of metal components
- Suggesting Limitations and process to the team responsible for product development
- Direct relations with Customer quality department for changes needed in product establishment till the delivery of the product.
Education
MSc Mechanical Engineering (Manufacturing) -
Glasgow Caledonian University
2008.01 - 2010.05
Bachelors in Mechanical Engineering - undefined
Velagapudi Ramakrishna Siddhartha Engr. College
2002.09 - 2006.05
Skills
- C
- Windows Family, Microsoft Office
- Microsoft Office 365
- Project scheduling
- Process management
- Employee management
- Task prioritisation
- Ability to prioritize
- Workflow planning
- Microsoft Office expertise
- Incident escalation
- Data management
- Complaint resolution
- Leadership
- Communication skills
- Team building
- Problem-solving
- Time management
- Customer-focused
- Google Workspace
Custom
- Cricket
- Football
- Tennis
- Movies
- Creative Games
- Family
- Friends
- Determined
- Self-Motivated
- Hardworking
- Visionary
- Long Rides
- Travel
- Food and much more. I define self with compassion towards my goals, always energised with all these. I look forward to a new beginning.
Languages
English
Proficient (C2)
Hindi
Proficient (C2)
Telugu
Proficient (C2)
Tamil
Intermediate (B1)
Accomplishments
- Supervised team responsible for executing well on projects, leading to 40% increased revenue.
- Collaborated with team of 450 in development of Gpay.
- Implemented Tier 2 process, streamlining work and increasing efficiency 60%
- Documented and resolved Escalations (Social , Legal , Consumer forum , Ombudsman) contributing to Overall product development.
- Received best Support Award for Cross Vendor training and reaching targets for Quarter Q4 2018.
- Received best Support Award for Quarter Q2 2019 for driving teams and for giving valuable insights for product development.
- Received best Support Award for Quarters Q3,Q4 2020 for Supporting the team and product from WFH.
- Received best Support Award for Quarter Q4 2021.
- Promoted to Process Developer role in the company from April 1st 2022.
- Received best Support Award for Quarter Q2 2022.
- Received best Support Award for the willingness to provide high quality work for Quarter Q3 2022.
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Customer service analyst
ADP
2024.01 - Current
Sr. Process Associate – Office Management Department
Harmony United Medsolutions Pvt.Ltd.
2023.06 - 2023.07
Subject matter expert (Tier 2)
Genpact India Pvt. Ltd.
2017.03 - 2022.12
Office Executive
Frontview Security and Detective Private Ltd
2014.01 - 2016.10
Quality Analyst
EQIC Dies and Moulds
2011.09 - 2013.09
MSc Mechanical Engineering (Manufacturing) -
Glasgow Caledonian University
2008.01 - 2010.05
Bachelors in Mechanical Engineering - undefined
Velagapudi Ramakrishna Siddhartha Engr. College
2002.09 - 2006.05