Summary
Overview
Work History
Education
Skills
Interests
Extra Curricular Activities
Certification
Hobbies
Disclaimer
Timeline
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Merline Vutukuri

Senior support officer
Hyderabad

Summary

Dynamic professional with extensive experience in managing customer inquiries and delivering effective solutions. Proven ability to leverage exceptional communication and problem-solving skills to navigate complex issues. Strong history of cultivating positive customer relationships, resulting in enhanced service quality and satisfaction. Committed to driving continuous improvement in customer service delivery through proactive engagement and innovative strategies.

Overview

9
9
years of professional experience
1
1
Certification
3
3
Languages

Work History

Senior E-Support Officer

24-7 Intouch (Knoah Solutions)
07.2023 - Current
  • Interaction with the customers and handle all the issues from end to end via Chats.
  • Generating Leads.
  • Helping determine pricing schedules for promotions and negotiations.
  • Upselling and Cross selling.
  • Go the extra mile to engage customers in solving the issues and ensure customer satisfaction.
  • Quick and effectively build the rapport with the customers, diagnose and resolve issues.
  • Managing customer expectations regarding estimated response times
  • Managed over 100+ customers daily and increased sales by 10%.
  • Streamlined support processes for quicker issue resolution and greater customer satisfaction.
  • Boosted customer loyalty with empathetic listening skills and personalized solutions to their problems.

Senior Associate

Cognizant Technology Solutions
10.2019 - 07.2022
  • Domain: US Mortgage
  • Government Insuring Audit Analyst (Post Closing)
  • Identify any critical documents missing from insurance file by utilizing client's check list.
  • Any exceptions identified during the initial run will be entered as conditions in Client's system of record.
  • Upload copy of the insurance application to the Client's system of record
  • Request or correct curative documents from internal and external sources (as per Client process and procedures), any items needed to cure exceptions identified from the government insuring audit.
  • Any updates will be documented into Client's system of record.
  • Providing training to new joiners.
  • Preparation of various Reports (Pipe-line, Bond pipe-line, Aggregate Report, Maintaining Quality Check Reports, Daily status Report)

Senior Associate

Wipro
12.2016 - 04.2019
  • Domain: Google AdWords Process The major role is to monitor the Quality of the Ad and intention of the customer to promote the Ad and tagging them for particular category.
  • Maintain communication with the client for daily updates and for the Ads with new scenarios and cascade them for the team.
  • Responsible for ensuring customer satisfaction by handling question related to the store via e-mail.
  • Resolved customer e-mail requests for assistance related to the store.
  • Forwarded requests as per escalation policy to higher level of support.
  • Arranged resolution of customer support issues that can't be resolved by first time support.
  • Ensured all customer communications are professional, accurate, and timely.

Education

Bachelor of Science - ECE

Kakatiya University
Warangal, India
04.2001 -

Intermediate Board -

Sumathi Devi Junior College
Warangal, India
05.2012

Secondary School of Education -

Fathima High School
Mahabubabad
04.2010

Skills

Escalation handling

Exceptional communication

Feedback collection

Complaint handling

Complaint resolution

Quality control

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Interests

Singing, Listening Music, Surfing internet, Making new friends

Extra Curricular Activities

Served as a “NSS Volunteer for 4 years in b-tech”. Winner in “national group songs competition” in School.

Certification of winner in “8th CSA literacy and Cultural Meet.”

Certificate of Participation in “One day National Level Workshop on Real Time Apps of Embedded Systems.”

Certification

Best Employee

Hobbies

Singing, Dancing, Coin collection

Disclaimer

Signature: Merline Vutukuri

Timeline

Senior E-Support Officer

24-7 Intouch (Knoah Solutions)
07.2023 - Current

Senior Associate

Cognizant Technology Solutions
10.2019 - 07.2022

Senior Associate

Wipro
12.2016 - 04.2019

Bachelor of Science - ECE

Kakatiya University
04.2001 -

Intermediate Board -

Sumathi Devi Junior College

Secondary School of Education -

Fathima High School

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Merline VutukuriSenior support officer