Navyasri Pabba

Role : Multi channel technical support analayst

Working as a technical support analyst in a FTSE 100 company where I work with cross functional teams across 2 continents.

• My role in JD group involves proactive monitoring, detecting and taking positive actions to help and avoid bot activity, platform downtime and protecting customer experience.
• Working efficiently with multiple suppliers during major incidents and resolving issues with less revenue impact and ensuring that all agreed SLA's are adhered to.
• Liaising with stakeholders and communicating effectively with business teams, merchandisers, front end and backend developers and implementing workaround wherever possible and making changes to the workflow.
• Possessing good incident management skills and effective prioritization of incidents based on impact and urgency.
• Sending communications to stakeholders to raise awareness of high impacting incidents or system maintenance
• Supporting high profile product launches, including liaising with Merchandising teams, data verification, website traffic management and stock level reporting
• 
  

Designation : Associate Technical Support
Engineer.
Working period: July 2019 to sept 2022
Client : Dell
Responsibilities:

• Respond to and resolve help desk requests.
• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate
  internal teams.
• Ensure proper recording and closure of all issues.
• Preparing accurate and timely reports.
• Documenting process knowledge in the form of the knowledge base, tech notes, and articles.
• Assist& respond to technical and customer queries

Client: e.fundamentals

• Ensure timely response of all the tickets raised by the client end use
• Keep a check on the number of tickets raised, ensuring ticket is routed to the right
  department for the solution.
• Perform root cause analysis of the tickets raised and create an action plan to resolve the
  problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets.
• 100% adherence to timeliness as per the priority of each issue, to manage client
  expectations and ensure zero escalations
• Track all the tickets from acceptance to resolution stage as per the resolution time
  defined by the customer
• Coordinate with client team for complex problem resolution and ensure timely client
  servicing.
• Use SQL queries to extract data from the Kibana and identify what causing the error and
  route to the technical team for issue resolution.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Identified areas of improvement in customer service processes and suggested changes accordingly.