Prajay Sivadasan

• Serve as the primary contact for OTT clients and their customers, providing end-to-end support through email and phone channels.
• Diagnose and resolve technical issues by exploring and testing product functionalities.
• Identify emerging customer trends, and provide actionable insights to backend teams.
• Report critical issues to senior specialists, product teams, or delivery managers to ensure timely resolution.
• Maintain a white-glove support experience by following escalation protocols and prioritizing customer satisfaction.
• Manage and maintain customer files and databases to streamline operations.
• Analyze service trends, recommend improvements, and implement proactive solutions to enhance the customer experience.

Key Achievements:

• Successfully supported high-volume customer interactions, with a focus on accuracy and efficiency.
• Streamlined troubleshooting workflows, reducing average ticket resolution times significantly.

• Delivered live chat support for AT&T, a leading U.S.-based retailer, ensuring excellent customer satisfaction.
• Handled high-volume interactions efficiently in a fast-paced environment, adhering to quality standards.
• Supported team operations as Team SPOC, backup supervisor, and floor walker to maintain a smooth workflow.
• Identified and implemented strategies to improve customer wait times and service quality.
• Maintained compliance with established procedures to ensure optimal service delivery.

Key Achievements:

• Played a pivotal role in enhancing customer service by introducing improvement initiatives.
• Recognized for effective multitasking and timely resolution of customer concerns.