Prem Sai Pentapati
Work Preference
Desired Job Title
Work Type
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Location:
Open to relocation:
Important To Me
Subject Matter Expert with 3+ years of experience at IntouchCX, specializing in customer support, escalation management, client communication, and team handling. Experienced in conducting client calls, WBRs and MBRs, coordinating with engineering teams, managing Jira tickets, resolving complex customer queries, and ensuring process compliance. Skilled in training and coaching agents, improving team performance, achieving client-defined KPIs and SLAs, and maintaining a positive team environment.
Work History
Subject Matter Expert
3 Years 3 MonthsSubject Matter Expert (SME) | IntouchCX | May 2023 – Present
Worked as a Subject Matter Expert (SME) at IntouchCX, supporting day-to-day operations, handling escalations, coordinating with internal teams and engineers, and meeting process and client expectations consistently. Key
Responsibilities:
• Act as a Subject Matter Expert and provide process support to agents, helping resolve complex customer queries and operational challenges.
• Handle customer escalations effectively by analyzing issues, identifying root causes, and providing appropriate resolutions while maintaining client-defined quality standards.
• Attend weekly client calls to discuss operational updates, escalations, process-related concerns, performance, and improvement opportunities.
• Participate in WBR and MBR, providing updates on team performance, operational challenges, achievements, and action plans.
• Create, update, and track Jira tickets for technical issues, ensuring proper documentation, follow-up, and communication with relevant engineers.
• Conduct training sessions for new agents, covering process knowledge, tools, workflows, customer handling, and client-specific requirements.
• Conduct regular coaching and feedback sessions for agents based on their performance and identified areas of improvement.
• Identify knowledge and performance gaps and create action plans to help agents improve their process adherence and overall performance.
• Promote a positive and collaborative team environment by supporting agents, addressing concerns.
• Maintain effective communication between agents, management, clients, and engineering teams to ensure quick resolution of operational and technical issues.
Core Skills: Subject Matter Expertise | Escalation Management | Client Communication | Team Handling | Customer Support | Coaching & Mentoring | New Hire Training | Performance Management | Jira | Technical Issue Coordination | Root Cause Analysis | WBR & MBR | Quality Management
Education
M.Tech, Mechanical (CAD/CAM) - Design
Skills
Watching movies, travelling
In my free time, I enjoy watching movies, especially movies with interesting stories and different genres. I also love travelling and exploring new places, trying different foods, and experiencing new cultures. Both hobbies help me relax, refresh my mind, and enjoy some quality time away from work.