Monisha A. P
Senior technical associate
Chennai
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Dedicated Technical Support Representative with 4+ years experience in a fast-paced environment seeking an opportunity in a team-orientated company.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Senior Technical Support Representative
Tech Mahindra
10.2021 - Current
- Giving a resolution to the customers or clients should be the whole and sole responsibility.
- Managed escalated cases with priority attention, ensuring prompt resolution while maintaining positive relationships with high-value clients.
- Enhanced customer satisfaction by resolving complex technical issues efficiently and effectively.
- Served as an integral part of the organization''s customer success strategy by consistently exceeding key performance indicators in areas such as resolution rate, response time, and customer satisfaction.
- Finding root cause analysis of issues and opportunities affecting the business.
- Focusing on daily metrics, Quality and SLA for business improvement.
- Handling outbound escalations and assisting team mates, giving Knowledge transfer for new employees and team mates.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Digital Associate (Machine learning)
Amazon Development Center
05.2019 - 03.2021
- Work on defined set of instructions to collect ground truth data for the product development.
- Part of the Review Team to check the Quality of the Annotation done by the Annotators.
- Continuously adapt and learn new features on the editors and improve on acumen to quickly edit and fix up the contents.
- Understand procedures and guidelines for new tasks/releases.
- Raising all failures/doubts related to the execution in the portal and closing the same as per the SLA's.
- Drafted user acceptance test (UAT) scripts for digital products to acquire user satisfaction scores for product.
Process Associate
Barclays Shared Services
07.2018 - 02.2019
- Role involves logging and handling the customer complaints by initially checking the customer details like name, address and D.O.B in the provided application tool.
- Ensure the proper identification and verification process has been done and more vigilant to report any unusual transaction, relationship and business type.
- My core process is retail banking so I can able to handle various products like Personal loans, Overdrafts and Mortgages etc.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
Education
Accounts and finance
Vels University
Chennai, India 05.2015 - 04.2018
Higher Secondary Education - Commerce
Sri Krishnaswamy Matriculation Higher Secondary School
Chennai 06.2013 - 04.2015
Skills
Communication
Customer support
Time management
CSAT
Decision making
Metric Management
Root cause analysis
Conflict resolution
Cross Selling
Presentations
MS OFFICE
Handling Client escalations
C
Problem resolution
Accomplishments
- The Star performance of the month of July, September, October 2019 for achieving all KPI's within target.
- Consistent performer in Quality checking with 0 errors.
- Responsibility of the teams productivity & Quality.
Timeline
Senior Technical Support Representative
Tech Mahindra
10.2021 - Current
Digital Associate (Machine learning)
Amazon Development Center
05.2019 - 03.2021
Process Associate
Barclays Shared Services
07.2018 - 02.2019
Accounts and finance
Vels University
05.2015 - 04.2018
Higher Secondary Education - Commerce
Sri Krishnaswamy Matriculation Higher Secondary School
06.2013 - 04.2015