Summary
Overview
Work History
Education
Skills
Accomplishments
CORE COMPETENCIES
Timeline
Generic

PREETAM TADALA

Hyderabad

Summary

Insightful Solution Analyst known for high productivity and efficient task completion. Specialize in data analysis, process optimization, and technology integration to solve complex business challenges. Excel in teamwork, problem-solving, and adaptability, leveraging these soft skills to deliver innovative solutions and drive project success.

Overview

7
7
years of professional experience

Work History

Technical Solution Analyst – Publisher Support, Gtech (Client- Google)

HCL Tech
Hyderabad
12.2024 - Current
  • Act as a Level 2 Technical Account Expert for premium publishers, delivering advanced support and strategic guidance to optimize ad monetization and maximize revenue potential.
  • Partnered with publishers to forecast revenue trends, manage inventory, and implement monetization strategies aligned with business objectives, resulting in a 60% increase in revenue.
  • Collaborate with Level 1 support to resolve complex technical issues escalated through structured case workflows, primarily via email-based communication.
  • Leverage Google Ad Manager and related platforms to support publishers with data-driven decisions, feature enablement, and best practice implementation.
  • Provided deep-dive analysis and troubleshooting of ad delivery, revenue discrepancies, and policy compliance using sentiment analysis and text analytics, ensuring minimal impact on client operations and maximizing customer satisfaction.

Sr. Associate – Customer Service

Tech Mahindra
Hyderabad
09.2022 - 12.2024
  • Technical Specialist for Verizon Communications Inc.
  • At Verizon Communications Inc., a global leader in telecommunications, I play a key role in improving customer experiences and driving business growth. My responsibilities include:
  • Technical Support: Deliver expert assistance for wireline and fiber services, troubleshoot issues, and ensure optimal performance and customer satisfaction.
  • Retention: Develop and implement strategies to retain customers by resolving concerns and enhancing overall service quality.
  • Billing: Manage billing inquiries, address discrepancies, and ensure accurate and timely invoicing.
  • Upselling and Cross-Selling: Identify and seize opportunities to offer additional services, contributing to increased revenue and enhanced client value

Digital Interaction Specialist

[24]7.ai
Hyderabad
07.2018 - 04.2022
  • Customer Satisfaction: Implemented forward-thinking strategies to address customer needs and resolve concerns effectively, contributing to service improvement initiatives and increased customer loyalty.
  • Trend Analysis: Evaluated account and service histories to identify emerging trends and mitigate future issues, proactively improving customer experience.
  • Proactively identified and addressed customer needs, resulting in a XX% increase in team productivity and improved customer satisfaction.
  • Implemented strategies to enhance customer loyalty, resulting in a XX% reduction in customer churn and improved customer satisfaction scores.
  • Led a team of 15 associates, providing training and mentorship to improve performance and achieve daily customer care goals, resulting in a 70% increase in team efficiency.

Education

B.Tech - Computer Science & Engineering

Jawaharlal Nehru Technological University
Hyderabad
05.2017

Skills

  • Text analytics and NLP
  • Sentiment analysis and topic modeling
  • Data visualization and reporting
  • Forecasting techniques
  • Customer relationship management
  • Retention strategies and account growth
  • Customer success management

Accomplishments

  • Best Associate of the Year 2023-24: Recognized for exceptional technical expertise, customer service skills, and dedication to resolving complex issues.
  • Exceeded Upselling and Cross-Selling Targets by 20%: Surpassed sales goals by offering additional services, significantly increasing revenue.
  • Reduced Billing Discrepancies by 25%: Improved billing accuracy and customer satisfaction by streamlining processes and resolving issues efficiently
  • Increased Customer Retention by 15%: Implemented effective strategies using NLP and topic modeling that reduced churn and enhanced customer loyalty, improving customer satisfaction.
  • Enhanced Technical Support Efficiency: Developed troubleshooting protocols that reduced resolution time by 20%, leading to improved customer satisfaction.
  • Led Training for New Associates: Conducted training sessions to share best practices and technical knowledge, improving team performance.
  • Customer Service Representative of the Month: Awarded consistently for 3 quarters based on speed resolution and customer satisfaction.
  • Resolved 99% of Tech Support Tickets: Achieved high-resolution rates without escalation to higher-level support.
  • Consistent Performer: Maintained an average performance rating of 4.9/5.

CORE COMPETENCIES

  • Customer Success Management
  • Customer Retention Strategies
  • Relationship Building & Account Growth
  • Creative Problem Solving & Technical Support
  • Upselling & Cross-Selling
  • Process Optimization & Training
  • Multitasking and Prioritization

Timeline

Technical Solution Analyst – Publisher Support, Gtech (Client- Google)

HCL Tech
12.2024 - Current

Sr. Associate – Customer Service

Tech Mahindra
09.2022 - 12.2024

Digital Interaction Specialist

[24]7.ai
07.2018 - 04.2022

B.Tech - Computer Science & Engineering

Jawaharlal Nehru Technological University

Similar Profiles

CREATE PROFILE
PREETAM TADALA