RAGHU ELLENDULA
Hyderabad
Summary
Dedicated customer support professional with over three years of experience delivering exceptional service across various communication channels. Proven expertise in managing support tickets, collaborating with cross-functional teams, and utilizing technology to enhance customer experiences. Known for maintaining SLAs, and ensuring timely resolutions through efficient case tracking and issue escalation.
Skilled in troubleshooting, software installation, and network configuration, with a strong emphasis on communication and problem-solving.
Overview
6
6
years of professional experience
Work History
Sr. E Support Officer
Intouch CX India Pvt Ltd
03.2023 - Current
- Ensured satisfactory outcomes for client concerns.
- Facilitated user success in reaching financial targets with optimal product and service choices.
- Assisted users with money loading issues, credit-related concerns, and fraud charges.
- Collaborated with Tier2 team on Slack channels for necessary clarification.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Handled ticket management using platforms including Intercom and Jira.
- Strengthened customer retention by offering discount options.
Customer Service Professional-Trainee
Sykes Business Services (SITEL group)
06.2022 - 11.2022
- Managed customer concerns via email and chat, resolving sign-in problems, billing questions, and special offers.
- Leveraged Salesforce as a primary tool for handling tickets and escalating outstanding issues to dedicated support staff.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Adhered to company procedures related to data protection regulations when dealing with sensitive customer information.
- Troubleshot customer inquiries related to software and hardware issues.
Technical Support Associate
AEGIS Customer Support Services Pvt Ltd
04.2021 - 05.2022
- Provided L1 technical support through phone, email, and chat, assisting with account unlocks, password resets, and more
- Collaborated with the L3 team via the L2 team to resolve complex issues related to application functionality
Op's Executive
Think Data Technology Pvt Ltd (ICICI Bank)
03.2019 - 09.2020
- Oversaw daily operations involving document scanning and uploading.
- Validated provided KYC documentation from customers.
- Answered phones and filed documents when assistance was needed in other departments.
- Created detailed contractual paperwork ensuring alignment with legal standards.
Education
Diploma - Computer Engineering
Government Polytechnic College
Nizamabad05-2015
Skills
- Ticket management and escalation reporting
- Financial analysis
- Creative Problem-Solving
- Collaborative Training
- Knowledge Sharing
- Technical Support Tools
- Hands-on experience with Salesforce, Jira, Intercom, and Zendesk
- Root-cause analysis
Accomplishments
- Top performer for the quarterly program
- Best performer for meeting SLAs, highest CSAT for the day.
Timeline
Sr. E Support Officer
Intouch CX India Pvt Ltd
03.2023 - Current
Customer Service Professional-Trainee
Sykes Business Services (SITEL group)
06.2022 - 11.2022
Technical Support Associate
AEGIS Customer Support Services Pvt Ltd
04.2021 - 05.2022
Op's Executive
Think Data Technology Pvt Ltd (ICICI Bank)
03.2019 - 09.2020
Diploma - Computer Engineering
Government Polytechnic College
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