Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mounika Thati

Senior Technical Support Engineer
Hyderabad, Telangana, India

Summary

Dynamic Senior Technical Support Engineer with Salesforce, recognized for exceptional problem-solving and customer advocacy. Achieved a 100% case closure rate while delivering expert technical troubleshooting and fostering strong customer relationships. Proficient in issue research and committed to continuous improvement, ensuring high satisfaction and seamless product adoption.

Overview

6
6
years of professional experience
12
12
Certifications

Work History

Senior Technical Support Engineer

Salesforce
04.2023 - Current


  • Provide Expert Technical Support to Signature Customers: Offer tailored, proactive technical support to high-value customers in Salesforce, ensuring rapid, effective resolution of complex technical issues while maintaining exceptional customer satisfaction levels.


  • Assist in Resolving Complex Scenarios: Collaborate closely with team members to solve intricate, high-priority cases, sharing insights and expertise to foster team success and drive consistent outcomes in challenging scenarios.


  • Sev1 Engineer Recognition: Consistently recognized as one of the most reliable and efficient Sev1 engineers, consistently exceeding case closure targets, with a case closure rate of 200% or higher, while ensuring high-quality resolutions.


  • Manage High-Volume Case Load: Independently handle a high caseload while providing swarm assists, demonstrating strong multitasking abilities, swift decision- making, and exceptional prioritization of customer needs.


  • Collaborate Across Teams for Escalations: Actively engage with cross-functional teams, including engineering and product management, to resolve customer escalations efficiently, addressing concerns with a focus on fostering positive long- term relationships.


  • Leverage Product Expertise for Solutions: Utilize deep technical knowledge and experience with Salesforce products to effectively guide customers through complex troubleshooting processes and ensure the implementation of tailored, effective solutions.


  • Accurate Documentation and Issue Tracking: Ensure thorough documentation of customer issues and resolutions, creating a comprehensive record of interactions that can be referenced for future troubleshooting, product improvements, and customer insights.


  • Root Cause Analysis and Continuous Improvement: Conduct detailed root cause analysis for recurring technical problems, identifying trends and contributing insights that help improve product stability and reduce future customer issues.


  • Knowledge Base Contributions: Proactively contribute to the continuous improvement of the knowledge base, staying informed about product updates and industry trends, and sharing relevant information with the team to enhance overall support quality.


  • Exemplary Customer Service and Communication: Provide exemplary customer service by communicating clearly and empathetically, solving problems proactively, and ensuring a seamless support experience for every customer interaction.


  • Support Process Development and Optimization: Contribute to refining internal processes and workflows, offering suggestions for enhancing team performance, efficiency, and the overall customer experience based on frontline insights.


  • Exceptional Problem-Solving in High-Pressure Situations: Consistently demonstrate advanced problem-solving skills under high-pressure conditions, exceeding both performance metrics and customer expectations, and delivering exceptional results even in challenging scenarios.


  • Mentorship and Knowledge Sharing: Actively mentor `unior team members, sharing expertise and best practices to enhance their technical skills and customer service abilities, ensuring overall team growth and success.

Technical Support Engineer

Salesforce
06.2021 - 06.2023


  • Expert Technical Support for Sales Cloud: Delivered expert-level technical support to customers, addressing and resolving complex implementation issues within Salesforce Sales Cloud, advocating for customer needs, and driving successful product adoption while ensuring exceptional satisfaction with Salesforce products.


  • Promotion to Signature Support: Promoted to Signature Support in April 2021, excelling in managing high-priority Sev3 and Sev4 cases at the Signature Success level, while also handling occasional Sev2 cases with professionalism and expertise, ensuring prompt issue resolution.


  • Consistently High CSAT Scores: Achieved an outstanding average Customer Satisfaction (CSAT) score of 4.8 out of 5, consistently exceeding customer expectations and maintaining one of the highest satisfaction ratings within the team.


  • Exceeded Productivity Targets: Surpassed productivity benchmarks with an exceptional case closure rate of 200% and beyond, demonstrating outstanding efficiency, time management, and problem-solving skills in handling a high volume of complex cases.


  • Cross-Functional Collaboration for Case Resolution: Actively collaborated with Success Directors, Product Teams, and Account Executives to expedite case resolution, ensuring that customers received timely, high-quality solutions while maintaining strong relationships with internal teams.


  • Partnership with Product Management for Continuous Improvement: Partnered closely with the Product Manager to prioritize and refine feature requests and customer feedback, contributing to the creation of user stories and actively participating in product enhancements that improve the overall Salesforce experience.

Associate Support Engineer

Salesforce
06.2019 - 07.2021
  • Customer Advocacy and Technical Support for Sales Cloud: Provided expert technical support for both Sales Cloud and the pre-cloud Salesforce system, effectively troubleshooting and resolving complex issues to ensure high levels of customer satisfaction and seamless product adoption.


  • Effective Communication Across Channels: Interacted with customers via chat, email, and phone, utilizing a multi-channel approach to troubleshoot and resolve issues swiftly. Maintained a perfect customer satisfaction rating of 5 out of 5, demonstrating a commitment to delivering exceptional service and support.


  • Management of Cases Across Severity Levels: Skillfully managed multiple high- priority cases, including Sev1, Sev2, Sev3, and Sev4, showcasing strong problem- solving abilities and the capacity to efficiently handle technical challenges of varying complexity under pressure.


  • Root Cause Analysis and Issue Resolution: Collected comprehensive application logs and performed thorough root cause analysis (RCA) to identify downtime and performance issues. Collaborated with vendors to implement necessary fixes, ensuring minimal customer disruption and long-term stability.


  • Cross-Functional Collaboration for Timely Solutions: Worked closely with cross- functional teams—such as operations, sales, engineering, and product management -to address customer queries, provide timely solutions, and drive the resolution of escalated issues.


  • Exceeding Performance Targets: Consistently surpassed performance targets by approximately 200%, demonstrating exceptional case management skills, time efficiency, and a results-driven approach to resolving issues promptly and thoroughly.


  • High Productivity and Multitasking Excellence: Maintained a high level of productivity by demonstrating exceptional organizational and multitasking skills, handling numerous cases concurrently without compromising on the quality or timeliness of resolutions.

Education

Bachelor of Engineering - Information Technology

Vasavi College of Engineering
Hyderabad
04.2001 -

Skills

Customer support

Customer relationship management

Product knowledge

Technical troubleshooting

Advanced troubleshooting

Issue research

Certification

Salesforce Certified Application Architect

Timeline

Senior Technical Support Engineer

Salesforce
04.2023 - Current

Technical Support Engineer

Salesforce
06.2021 - 06.2023

Associate Support Engineer

Salesforce
06.2019 - 07.2021

Bachelor of Engineering - Information Technology

Vasavi College of Engineering
04.2001 -

Similar Profiles

CREATE PROFILE
Mounika ThatiSenior Technical Support Engineer