Prasad Ramachandra
Bengaluru
Summary
Personable and dedicated Customer Service Representative with 10+ years experience in Player Support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
TECHNICAL SUPPORT REPRESENTATIVE - Tier 2
Pole To Win (PTW)
Bengaluru
12.2019 - Current
- Provided Tier 2 Tech support to non-technical internal users through desk side support services.
- Trained new joiners on all major game related topics and provided extended support and follow-up session on improving quality on tickets/feedbacks.
- Tracking Attendance/productivity for agents in-shift/following up on meeting the set target while maintaining top notch quality.
- Handling a team of 20 agents currently. Responsible for their Performance and Productivity.
- Assisting agents on Live Chats/Emails. Collaborating and Assisting the agents in real time.
- Handled escalated customer service issues with professionalism and empathy.
- Followed established policies and procedures while providing excellent customer service.
- Monitored customer feedback to ensure high levels of satisfaction.
- Provided training and guidance to junior staff members as needed.
- Documented all activities related to technical support including processes, updates, changes made.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Working on other duties as assigned to the project.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Handled Escalated tickets and provided continuous support via Chats and emails.
CUSTOMER SUPPORT REPRESENTATIVE
RockYou India Pvt.Ltd
Bengaluru
03.2015 - 04.2019
- Representative/Community Liaison/Community Manager for Casual and Midcore games.
- Act as the Voice of the Player/Customer for the studio, summarize customer issues, and provide regular reports to studios.
- As a customer support representative, have worked on CRMs like, Lotus, Zendesk, FrontDesk.
- This includes answering Tickets/Incidents/Cases related to account related complex issues, payments related queries, Technical issues.
- Worked on Notification/Rewards managers like Teak
- Worked on Data tools like Kibanna and Impala(Hive) Participate and manage performance improvement projects.
- Ability to manage multiple game titles and managed a team of 15 members Extended analysis and reporting of trending issues Daily analysis and reporting of player issues Identify and drive escalations around emerging trends Working closely with internal CS Quality team to ensure Quality Standards are met.
- Responsible for training new team members.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Documented all transactions and support interactions in system for future reference and addition to knowledge base articles.
- Resolved customer inquiries in a timely manner.
CUSTOMER SUPPORT REPRESENTATIVE
PowerTech
Bengaluru
08.2013 - 02.2015
- Working on all major game-related issues via support channel, extensive investigation cases handled by coordinating with the server, QA, and game production team
- Knowledge sharing with the manager and the support team to keep everyone on the same page
- Bugs/glitches/errors identified within the game are tested, reproduced, and recorded with the incident tracker and channel to the concerned department for the fix
- Assigning the work and supervising the overall progress of the team to attain the best quality and success
- Handled all the game-related issues through email and redirecting the issues to concerned departments for further resolution
- Respond to customer inquiries by understanding inquiries; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Education
Bachelor of Commerce -
Mysore University
01.2010
PUC -
Gurunanak IND PU College
01.2007
SSLC -
Bapu Composite High School
01.2005
Skills
- Troubleshooting Proficiency
- Patient and Diligent
- Zendesk CRM
- Customer Service Expert
- Desktop/Console Support
- Product Troubleshooting
- Issue Troubleshooting
- Training Abilities
- Complaint Resolution
- Teamwork
- Flexible & Adaptable Self-motivated Professional
- Technical Support
Accomplishments
- 2023 - Earned Leadership role working as Step-up Team Lead.
- 2022 - Awarded Certificate of Excellence in recognition of Outstanding Performance.
- 2021 - Promoted to Tier 2 from Technical Support Representative.
- 2008 - Won WGT (World GameMasters Tournament) held at Mumbai for DotA (Defense of the Ancients) National level.
- 2008 - Won WCG (World Cyber Games) in National level and represented India at Suntec City Singapore Sponsored by Indiagames LTD.
- 2009-2010 - Won ICGC (Indian Cyber Gaming Championship) held at Goa at National level.
- 2010 - Won ESWC for DotA (Electronic Sports World Cup) - held at Goa at National level.
Languages
- English
- Kannada
- Hindi
- Telugu
- Tamil
Timeline
TECHNICAL SUPPORT REPRESENTATIVE - Tier 2
Pole To Win (PTW)
12.2019 - Current
CUSTOMER SUPPORT REPRESENTATIVE
RockYou India Pvt.Ltd
03.2015 - 04.2019
CUSTOMER SUPPORT REPRESENTATIVE
PowerTech
08.2013 - 02.2015
Bachelor of Commerce -
Mysore University
PUC -
Gurunanak IND PU College
SSLC -
Bapu Composite High School
Similar Profiles
Babel PhobaBabel Phoba
Customer Support Representative at Pole to Win (PTW)Customer Support Representative at Pole to Win (PTW)
Ashik JoseAshik Jose
Trainee Test Engineer at Pole To Win [PTW]Trainee Test Engineer at Pole To Win [PTW]
Sai Varshitha NalaobannagariSai Varshitha Nalaobannagari
Support Technical Engineer at PTW(Pole to Win)Support Technical Engineer at PTW(Pole to Win)