Pooja Kothapally
Hyderabad
Summary
Dynamic and results-driven Customer Support Specialist with over four years of experience in providing exceptional chat support. Adept at handling high volumes of customer inquiries while ensuring quick and accurate resolutions. Proven expertise in account management, issue resolution, and client escalation handling, with a strong focus on customer satisfaction. Skilled in knowledge base development, SLA adherence, and team collaboration to drive efficiency and improve service quality. Recognized for strong communication skills, empathy, and the ability to simplify complex issues for customers, resulting in consistently high satisfaction ratings and repeat business.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Wipro Limited
Hyderabad
07.2021 - 08.2025
- Delivered customer support through chat achieving a 92% satisfaction score.
- Utilized CRM platforms to document, track, and monitor customer interactions, reducing errors, and improving service consistency.
- Partnered with product development and process teams to share customer insights, resulting in a 15% improvement in response accuracy.
- Contributed to business growth by enhance boosting user retention.
- Handled over 200 daily customer inquiries via chat with a 90% first-contact resolution rate.
- Delivered real-time troubleshooting and clear solutions for technical and account issues.
- Created and updated knowledge base resources, cutting resolution time by 20%.
- Collaborated with technical teams to resolve bugs, boosting customer satisfaction by 15%.
- Ensured SLA compliance and maintained high-quality benchmarks in service delivery.
- Handled escalated customer queries with professionalism, and ensured timely resolution.
- Conducted regular team huddles and training sessions to update staff on process changes, communication skills, and quality benchmarks.
- Analyzed performance metrics (AHT, CSAT, FCR, SLA compliance), and implemented action plans to improve efficiency.
- Created shift schedules and managed workforce planning to ensure optimal coverage.
- Coordinated with cross-functional teams (Quality, Training, Product) for escalations and process improvements.
- Drove customer experience enhancement initiatives, focusing on empathy, clarity, and first-contact resolution.
Education
B.Com(Computer's) - Accounting And Finance
Raja Bahadur Venkata Rama Reddy Women's Collage
Hyderabad09-2020
INTERMEDIATE -
Pragathi Mahavidyalaya Junior Collega
Hyderabad, Telangana .03-2017
SSC -
Rosery Grammar High School
04-2015
Skills
- Performance monitoring and feedback
- Workforce management and scheduling
- Customer satisfaction (CSAT)
- Quality assurance and call monitoring
- Strong verbal and written communication
- Decision making and accountability
- Adaptability and flexibility
- Time management and multitasking
- KPI and metrics analysis (AHT, CSAT, FCR, attrition, shrinkage)
- Root cause analysis and problem solving
- Process standardization and improvement
- Knowledge base management
Awards
- Best Performer, Wipro Limited, Hyderabad
Timeline
Customer Service Representative
Wipro Limited
07.2021 - 08.2025
B.Com(Computer's) - Accounting And Finance
Raja Bahadur Venkata Rama Reddy Women's Collage
INTERMEDIATE -
Pragathi Mahavidyalaya Junior Collega
SSC -
Rosery Grammar High School