PRADEEP M S

• Handle Swarms and Advanced Support Tickets
• Work on different departments including WP Optimization, Service Assurance, Migrations and Sales
• Handled escalated tickets/chats
• Collaborate with other team members from different departments
• Work closely on Escalated tickets with Management and L3 support based on negative reviews provided by customers
• Handle mentorship for newly hired team members
• Provide realtime support for Live Chat agents in slack
• Ability to handle multiple tools including WHMCS, OMNI, MobaXterm(WOPR), Kayako, Comm100, Chrome and Slack
• Assist the team in Managing the shift as a temporary lead on multiple occasions and coordinating with other departments as and when required

• Worked on Live Chats and Guru Tickets
• Improved customer satisfaction by addressing and resolving technical, sales and billing issues swiftly and efficiently.
• Reduced downtime for customers websites and email services by by troubleshooting issues and implementing corrective measures.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Collaborated with cross-functional teams to develop and implement effective support strategies.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

• Engaging customers on chat and providing real time Technical and Billing assistance on their hosting needs
• Troubleshooting Technical and Billing concerns on HostGator's(EIG) products and services
• Creating new leads and Sales by cross selling and upselling Hostgator products
• Creating KB articles for internal use for advisors on both Technical and Billing concerns
• Providing Training to new batches and conducting refresher training when required to improve the performance of the team
• Providing Real time Floor Support and taking Supervisor chats whenever required

I have worked on a few projects till date, mostly on WordPress website design and development. I still develop websites for friends and family if needed on my spare time. I also have moderate experience in Digital Marketing, SEO and PPC. My Freelancing workflow involves:

• Maintaining a strong knowledge of industry trends by attending conferences, workshops, webinars, and staying informed on relevant news sources related to web design technologies.
• Streamlining content management processes by integrating third-party applications and tools within WordPress sites.
• Optimizing website performance through regular updates, security audits, and bug fixes to ensure a smooth user experience.
• Upgrading existing websites to new versions of WordPress while preserving data integrity and minimizing downtime during migration processes.