Mamatha MG
Associate
Bangalore
Summary
Dedicated Associate with extensive 7years of experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Technical Rep
Hewlett Packard
10.2015 - 11.2017
- Answering & responding to all call’s requests within SLA
- Handling incoming incidents via Phone /chat email/ self-service promptly and efficiently
- Research client's issues in a timely manner and follow up with the customer with recommendations and action plans
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development
- Identified process gaps and provided solutions that improve the customer's quality of service
- 100% satisfaction customer survey rate six months in a row
- Driving backlog tickets or open cases when required
- Contributed to internal knowledge base articles
- Took new challenges when there was change in the team.
Trainee Test Engineer
Pole To Win India Pvt.Ltd
10.2014 - 08.2015
- As a Game tester, had roles and responsibility to test the assigned game in different operating systems like Androids, IOS, Windows, Surface
- Responsible for tracking bug reports and ensuring that they are fixed
- Actively performed different types of software testing methodology on the game:
- Functionality testing
- Regression testing
- Mobile game testing
- Compatibility testing
Associate
JPMorgan Chase & Co
Bangalore
11.2017 - Current
- Monitor CSAT and escalation of a team
- Make test plans for testing team on new products
- To perform user acceptance testing in the final projects
- Prepare excellent process documentation and business requirement
- To create Test case, Test scenarios, Regression testing and maintaining results
- Conduct project meetings by coordinating all users, product owners and technical staffs
- Training new resources by giving functional and technical knowledge related to the project
- Managing project related work by coordinating with clients
- Provide best customer service, working on escalated user query
- Coordinate with project leads in understanding process plans, functionality and provide enhancement request to improvise the efficiency and quality of service.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Sought ways to improve processes and services provided.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Promised best prices for [Type] customer services and maintained accuracy when determining quotes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Engineering - Electronics & Communication Engineering
The Oxford college of Engineering
Visvesvaraya Technological University
07.2010 - 06.2014
Skills
Skills setsUAT testing of bug fix/new feature request of toolsScrum basic knowledgeProcess enhancement and ensure customer satisfactionExcellent documentation skillsQuick learner, Strong investigation and analytics skillsTime bound and target orientedTools: Fogbugz, JIRA, ServiceNow, smartApproval
Customer interaction
Project Management
Timeline
Associate
JPMorgan Chase & Co
11.2017 - Current
Technical Rep
Hewlett Packard
10.2015 - 11.2017
Trainee Test Engineer
Pole To Win India Pvt.Ltd
10.2014 - 08.2015
Bachelor of Engineering - Electronics & Communication Engineering
The Oxford college of Engineering
Visvesvaraya Technological University
07.2010 - 06.2014