Somayazulu Nayanika

Achievements:

• Have resolved 50+ Customer tickets per day on an average.
• Have analyzed the tickets for a month to get the major issues faced by the customer and presented the same to the Team Managers for further escalation.
• Have trained and Mentored 3 new members of the team.

Responsibilities:

• Effective Issue Resolution Collaboration: Collaborated internally to resolve major issues, improving service delivery.
• Technical Expertise Utilization: Provided technical advice and engaged extended teams for timely resolutions.
• Proactive Escalation Management: First point of escalation for rapid response and enhanced satisfaction.
• Pain Point Elimination: Addressed recurring issues, reducing complaints and enhancing satisfaction.
• Adherence to Escalation Procedures: Followed protocols to prevent escalations and disruptions.
• Data Management Excellence: Ran queries ensuring accurate, timely information delivery.
• Feedback-Driven Improvement: Implemented feedback system, developing plans to boost satisfaction.
• Interdepartmental Alignment: Ensured alignment for timely delivery of solutions meeting customer expectations.
• Efficient Troubleshooting: Utilized effective techniques to minimize downtime and maximize productivity.
• Ownership and Issue Resolution: Took ownership of issues, enhancing trust and loyalty.
• Feedback Collection and Improvement Planning : Collected feedback, monitored customer satisfaction, and developed improvement plans to address areas of concern, resulting in continuous enhancement of services and customer experience.

Achievements:

• Have visited 5 major hospitals in Hyderabad to train the doctors in various departments on how to effectively use the Software to minimize the need of typing for the doctors.
• Have participated in giving pre-sales presentation of the software for 5+ private doctors in Hyderabad.

Responsibilities:

• Voice of Customer Advocate : Championed the customer's perspective within the organization, ensuring their needs and feedback were prioritized and addressed effectively.
• Effective Sales Collaboration : Collaborated closely with the sales team, contributing to successful pre-sales activities by providing valuable insights and support, ultimately leading to increased customer acquisition and revenue.
• Strategic Feedback Liaison : Acted as a bridge between customer's and the product team, facilitating regular feedback exchanges to drive product improvements and enhancements aligned with customer expectations.
• Proactive Customer Engagement : Proactively engaged with customer's, going the extra mile to assist with their queries and requests, fostering strong relationships and enhancing customer satisfaction and loyalty.
• Insightful Customer Education : Provided customer's with valuable insights derived from their data and industry trends, empowering them to make informed decisions and maximize the benefits of the product.
• Driving Adoption and Value : Led efforts to drive adoption of Augnito's platform functionality among customer's, ensuring they derived maximum value from the product, resulting in increased customer retention and loyalty.
• Resolution through Expertise and Service : Leveraged industry expertise, exceptional customer service skills, and analytical capabilities to effectively address customer concerns, fostering loyalty and satisfaction.
• Operational Excellence Support : Assisted in organizing and overseeing assignments aimed at driving operational excellence within the organization, contributing to streamlined processes and improved efficiency.
• Positive Employee Relations : Cultivated positive rapport with colleagues, boosting company morale and promoting employee retention, ultimately contributing to a productive and cohesive work environment.

Achievements:

• Have been the first point of contact for any technical issues faced by the clients and have analyzed and kept track of the issues and suggested upgrades based on then so as to minimize the issues which resulted in gain of the revenue.
• Have managed 25+ clients in parallel in the APAC and EMEA regions.

Responsibilities:

• Customer Advocacy : Effectively represented the voice of customer's within Amagi, ensuring their needs and concerns were addressed promptly and effectively, leading to enhanced customer satisfaction and loyalty.
• Strategic Customer Service Management : Successfully managed customer service for key accounts in Europe, ensuring high levels of satisfaction and retention, and contributing to business growth in the region.
• Proactive Escalation Management : Acted as the first point of escalation for customer issues, ensuring timely resolution and minimizing disruptions to customer operations.
• Issue Resolution and Collaboration : Identified and resolved major customer irritants by collaborating with internal teams, resulting in improved service quality and customer satisfaction.
• Technical Advisory and Solutions : Provided first-level technical advice and solutions to customer's, engaging extended technical teams as needed, thereby ensuring timely issue resolution and enhanced customer experience.
• Change Request and Organic Growth Management : Managed change requests and organic growth opportunities in collaboration with Business Account Managers, contributing to increased revenue and customer satisfaction.
• Service Termination Request Management : Efficiently managed service termination requests for all customer's, ensuring smooth transitions and preserving positive relationships.
• Customer Education and Training : Educated and trained customer's on products, updates, and new features, empowering them to leverage Amagi's offerings effectively and maximize value.
• Feedback Collection and Improvement Planning : Collected feedback, monitored customer satisfaction, and developed improvement plans to address areas of concern, resulting in continuous enhancement of services and customer experience.
• Quality of Service Monitoring and Improvement : Monitored and reported on the quality of services delivered to customer's, proposing improvement plans when necessary, and organizing periodic reviews to ensure adherence to SLAs and KPIs.
• Interdepartmental Collaboration : Interacted with internal teams to ensure customer requirements were understood and delivered on time with the highest quality standards, fostering alignment and delivering superior service.
• Trusted Partner Relationships : Built long-term, trusted partner relationships with stakeholders, effectively managing expectations and driving revenue growth.
• Upsell and Renewal Opportunities Identification : Identified and proposed upsell and renewal opportunities, effectively communicating value propositions to drive positive churn results for enterprise customer's.
• Relationship Cultivation : Cultivated and maintained strong relationships with customer's, ensuring a positive customer experience and fostering long-term loyalty.
• Product Promotion and Sales Support : Organized product demonstrations and trial installations to promote products, supporting successful sales strategies for complex engineering projects.
• Technical Documentation Development : Wrote detailed technical documentation for company products, enhancing customer understanding and facilitating product adoption.

Achievements:

• Have made 100+ deliveries to multiple delivery partners end to end.
• Have morphed the various types of contents for 250+ content providers into the required playable formats manually and using automated codes.

Responsibilities:

• Cloud Infrastructure Setup : Led the setup of Amagi's cloud infrastructure for a new channel onboarded, ensuring seamless integration and scalability.
• Effective Coordination : Collaborated closely with Onboarding project managers and external stakeholders, such as the Development/Testing team, to deploy necessary solutions efficiently.
• Customer Engagement : Participated in external communications, including customer calls alongside the Project Manager, to grasp specific requirements and ensure alignment.
• Task Automation : Implemented automation for regular and repetitive tasks, optimizing operational efficiency and reducing manual workload.
• Issue Monitoring and Resolution : Proactively checked and addressed issues reported during the early stages of launch, debugging and resolving them promptly to minimize disruptions.
• Workflow Optimization : Analyzed workflow processes and identified cost-effective and efficient solutions to enhance productivity and streamline operations
• Launch Issue Monitoring : Vigilantly monitoring and scrutinizing reported issues during the early launch stages
• Swiftly addressing challenges to ensure a smooth launch process
• Proactively engaging to rectify setbacks and optimize launch success.

Achievements:

• Have worked on debugging and resolving approximately 30 helpdesk tickets per day by reaching out to the clients over calls and emails.

Responsibilities:

• Ownership and Resolution : Taking ownership of reported customer issues and ensuring they are resolved satisfactorily.
• Technical Troubleshooting : Researching, diagnosing, and troubleshooting system issues to identify solutions promptly.
• Escalation and Communication : Following standard procedures to escalate unresolved issues and communicate effectively with internal teams.
• Root Cause Identification : Asking targeted questions to quickly grasp the root cause of customer issues for efficient resolution.
• Issue Tracking and Management : Tracking computer system issues to resolution within agreed time limits, prioritizing multiple open issues simultaneously.
• Customer Support Guidance : Providing guidance to clients via phone, email, or chat to resolve technical issues step-by-step.
• Post-Troubleshooting Follow-up : Following up with clients to ensure their IT systems are fully functional after troubleshooting.
• Database Querying : Running queries to fetch reports for clients from the database to provide necessary information.
• Documentation and Reporting : Documenting technical knowledge and reporting issues with documents to the Documentation Team for correction.
• API Testing and Issue Reporting : Testing documented APIs or reported issues and reporting any discovered issues to the Engineering Team for resolution.