Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Madhura Deepthi Shogun Veerla

Madhura Deepthi Shogun Veerla

Hyderabad

Summary

Dynamic Technical Support Representative with a proven track record at Foundever, excelling in technical troubleshooting and customer relationship management. Expert in resolving complex software issues and delivering remote assistance, ensuring high customer satisfaction. Recognized for strong problem-solving abilities and effective communication, driving improvements in service quality and operational efficiency.

Overview

8
8
years of professional experience

Work History

Technical Support Representative

Foundever
HYDERABAD
01.2025 - Current
  • Provided technical assistance to customers through various communication channels.
  • Resolved customer inquiries using troubleshooting techniques and diagnostic tools.
  • Assisted customers in navigating software applications and features effectively.
  • Escalated complex issues to senior staff for further investigation and resolution.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Provided technical assistance to customers through phone, email and chat support.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Resolved escalated customer service issues in a timely manner.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.

Senior Content Moderator

Adecco India Pvt.Ltd
Hyderabad
02.2024 - 08.2024
  • Reviewed user-generated content for potential violations of company policies and guidelines, adhering to established procedures.
  • Performed internal audits with detailed analysis of flagged content to determine appropriate action.
  • Prepared detailed reports summarizing audit findings and improvement recommendations.
  • Managed a team internally and acted as internal SME.
  • Provided leadership, set clear goals, and ensure timely task execution while fostering a positive work environment.

Senior Associate

Wipro Technologies
Hyderabad
12.2021 - 04.2023
  • Applied knowledge of applicable laws and regulations when making decisions regarding moderated content to provide quality assurance.
  • Demonstrated strong problem-solving skills when investigating complex cases or resolving conflicts of the reviewed content.
  • Utilized data analytics techniques to identify patterns in user behavior.
  • Thoroughly review and verify content for accuracy, quality, and adherence to organizational standards.

Representative, Operations

Concentrix Daksh Services Inida Pvt.Ltd
Hyderabad
09.2017 - 05.2019
  • Maintained records of all activities related to content moderation, ensuring accuracy and compliance with legal requirements.
  • Provided feedback on new products and features related to content moderation workflow.
  • Assisted in developing internal systems for tracking progress against goals set by management.
  • Researched emerging platforms for potential risks associated with use.

Education

Bachelor of Technology - Computer Science

D.V.R and Dr.HS.MIC College of Technology
Kanchikacherla
05.2014

Board of Intermediate Education -

Narayana Junior College
Vijayawada
05.2010

Board of Secondary Education -

St. Anns English Medium School
Tiruvuru
05.2008

Skills

  • Technical troubleshooting
  • Software navigation
  • Diagnostic tools
  • Remote assistance
  • Hardware support
  • Customer relationship management
  • Operating systems
  • Technical issues analysis
  • Technical support
  • Customer service
  • Software diagnosis
  • Product knowledge

Accomplishments

  • Bright Beginning Award for showing exemplary performance for the first half of FY'25 from HP (Foundever)
  • Best performer for three continuous months.
  • Acted as an internal SME (subject matter expert) for three months 3 months.

Timeline

Technical Support Representative

Foundever
01.2025 - Current

Senior Content Moderator

Adecco India Pvt.Ltd
02.2024 - 08.2024

Senior Associate

Wipro Technologies
12.2021 - 04.2023

Representative, Operations

Concentrix Daksh Services Inida Pvt.Ltd
09.2017 - 05.2019

Bachelor of Technology - Computer Science

D.V.R and Dr.HS.MIC College of Technology

Board of Intermediate Education -

Narayana Junior College

Board of Secondary Education -

St. Anns English Medium School

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Madhura Deepthi Shogun Veerla