MEGALA S
BENGALURU
Summary
Results-driven Customer Service Representative with over 14 years of experience in delivering exceptional support and nurturing positive customer relationships. Demonstrates expertise in resolving inquiries, managing complaints, and ensuring high levels of customer satisfaction through proactive communication and effective problem-solving. Proven track record of exceeding performance metrics, including customer satisfaction scores and response time targets, while leveraging CRM software to enhance operational efficiency. Committed to continuously improving service delivery and fostering long-term client loyalty.
Overview
16
16
years of professional experience
Work History
Account Services Representative & Trainer
VMware software Pvt Ltd
Bengaluru
04.2015 - Current
- Played a key role in organising training sessions for VMware Workspace One.
- Developed new standard operating procedures for the team.
- Contributed to the development of effective team procedures.
- Maintain adherence to standards for customer-facing portals.
- Facilitated weekly meetings and training to learn new technical topics
- Served as initial contact to resolve critical issues for top VMware Enterprise clients.
- Managed critical escalations, ensuring timely resolution of high-impact issues.
- Engaged with different teams to enhance customer service and process efficiency.
- Coordinated with Product, Support, and Professional Services teams to implement action plans for escalated accounts.
- Collaborate with Technical Support Line managers to share responsibility for customer escalations and prioritize allocation of resources based on escalation priorities and customer temperature.
- Addressed escalated inquiries efficiently, ensuring customer needs were met.
- Analyzed customer feedback to identify trends and areas for improvement in service delivery.
- Generated comprehensive reports on escalation metrics to guide management decisions.
- Addressed known issues and new feature requests via Jira. Collaborated with Support engineers, R&D team and T3, Kept customers informed about progress of Jira support inquiries.
- Reviewed Knowledge-base articles produced by the VMware Business Analyst team and provided feedback for necessary enhancements.
Customer Support Specialist
VMWare Software India Pvt Ltd
03.2012 - 03.2015
- Responsible for creating and triaging support tickets to the appropriate technical teams within VMware
- Resolve L1 Technical Support tickets raised by customers
- Work with customers to ensure that contractual service expectations are exceeded
- Follow up with Engineering teams to ensure open JIRA's are updated
- Work on Knowledge-based articles created by the VMware Business Analyst team
- Awarded as the best performer for October 2014 for completion of VMware Air-watch Associate and professional certifications
Senior Customer Service Associate
Accenture
09.2008 - 02.2012
- Help analyse customer surveys like NPS/ Voice of Customer
- Was a part of the analysis of the product, which provided to the product end-user clients for the effective usage of the product and control loopholes, and unnecessary wastage of the product to meet the requirements efficiently
- Mentoring the new batch of trainees and ensuring their OJTs were successful
Education
Bachelor of Commerce -
St. Joseph's Evening College
BangaloreSix-Sigma Black Belt Course -
Simply Learn InsƟtuƟon
Timeline
Account Services Representative & Trainer
VMware software Pvt Ltd
04.2015 - Current
Customer Support Specialist
VMWare Software India Pvt Ltd
03.2012 - 03.2015
Senior Customer Service Associate
Accenture
09.2008 - 02.2012
Bachelor of Commerce -
St. Joseph's Evening College
Six-Sigma Black Belt Course -
Simply Learn InsƟtuƟon
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