Open To Work
Reshma Simidi
Vizag
Summary
Dynamic technical support professional with extensive experience at Tech Mahindra via chat process, excelling in network troubleshooting and customer relationship management. Adept at delivering effective solutions and fostering customer satisfaction through strong problem-solving skills.
Overview
7
7
years of professional experience
Work History
Sr. Associate Technical Support
Tech Mahindra
12.2024 - 10.2025
- Achieved 98%+ quality compliance in chat audits while consistently meeting productivity benchmarks.
- Maintained high First Contact Resolution (FCR) by accurately diagnosing issues and providing permanent solutions whenever possible.
- Resolved network performance issues, service interruptions, and configuration-related concerns through clear step-by-step guidance.
- Assisted customers with remote resets, device reconfiguration, signal refresh, and service restoration procedures to minimize downtime.
- Performed structured troubleshooting during live chat sessions for connectivity and service-related concerns by analyzing system diagnostics and backend tools.
- Coordinated with technical and field support teams for advanced troubleshooting and ensured thorough case documentation prior to escalation.
- Developed knowledge base articles in collaboration with cross-functional teams to enhance system performance.
Sr. Customer Support Associate
Amazon India
03.2023 - 08.2024
- Delivered high-quality live chat support by managing a high volume of customer interactions daily while consistently meeting SLA and productivity benchmarks.
- Managed complex delivery disputes and claim validations through thorough review, documentation, and adherence to policy, contributing to resolution accuracy.
- Facilitated onboarding and transition of new associates by providing process guidance and clarifying SOP standards, ensuring a smooth integration into the team.
- Adapted to multiple responsibilities, including Investigation Specialist and Driver Support Associate roles, to enhance team flexibility and response capacity.
Sr. Associate - Operations
WNS
02.2020 - 01.2023
- Monitored team performance metrics, supporting agents to achieve productivity targets and maintain quality scores.
- Identified recurring issues in processes and recommended preventive measures to drive continuous improvement.
- Maintained strong adherence to compliance standards and client-specific operational requirements.
- Performed quality audits on processed bills, identifying discrepancies and calculation errors to enhance accuracy.
Customer Support Associate
Kotak Mahindra Bank
11.2018 - 01.2020
- Handled customer concerns with empathy and professionalism, contributing to high satisfaction levels.
- Clarified banking products, policies, and service terms to enhance customer understanding.
- Ensured adherence to banking compliance policies and data security standards; escalated complex cases to relevant departments for timely resolution.
Education
B.Com -
Aditya Degree College
Visakhapatnam01.2018
Skills
- Technical support
- Remote support
- Network troubleshooting
- System diagnostics
- Technical documentation
- Problem solving
- Customer relationship management
Accomplishments
- Quality-driven ad-hoc task management, Achieved 100% accuracy and quality in call and chat handling time, ad-hoc tasks, ensuring high standards and reliability in issue resolution.
- Case Resolution, Solved 150+ cases, maintaining 100% resolution satisfaction.
Awards
Customer Obsession, For reducing the customer efforts, taking ownership and high resolve ratio.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridOn-SiteSalary Range
₹45000/yr - ₹200000/yrTimeline
Sr. Associate Technical Support
Tech Mahindra
12.2024 - 10.2025
Sr. Customer Support Associate
Amazon India
03.2023 - 08.2024
Sr. Associate - Operations
WNS
02.2020 - 01.2023
Customer Support Associate
Kotak Mahindra Bank
11.2018 - 01.2020
B.Com -
Aditya Degree College