Sai Kaushik Muppavaram
Hyderabad
Summary
Dynamic professional with extensive experience at Amazon Development Centre, excelling in technical troubleshooting and customer relationship management. Proven track record in enhancing service quality and driving performance improvements. Adept at payroll administration and effective communication, ensuring swift resolution of complex issues while maintaining high customer satisfaction.
Overview
8
8
years of professional experience
Work History
Sr. Associate Technical Support
Tech Mahindra Limited
Hyderabad
01.2024 - Current
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Resolved complex customer problems through troubleshooting techniques.
- Assisted with technical troubleshooting when necessary.
- Provided detailed information about products and services.
- Managed customer accounts using CRM software tools.
- Provided comprehensive support to customers via phone, email, and live chat, resolving queries efficiently.
- Resolved customer issues in a timely manner.
- Contacted customers about potential service upgrades, new services and account changes.
- Provided direction and guidance to junior associates on complex tasks.
- Handled incoming calls and directed callers to appropriate department or employee.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Senior Executive
Datamatics
05.2022 - 09.2023
- Maintained filing system of current, prospective, and future positions (Contract & Permanent Staffing)
- Oversaw end-to-end recruitment lifecycle and internal employee lifecycle from sourcing to Exit
- Operated and maintained applicant tracking and candidate management systems
- Good introspection with insight to validate the documents and coordinate with employees, Internal Management, and vendors on joining formalities
- Releasing offer letters to the selected candidates and administering the onboarding process of new employees by initiating pre-employment checks and first-day orientations to acquaint them with the company’s policies & procedures
- Close coordination and recommendations with the Training & Operations Team to improve work relationships, build morale, and increase productivity and retention of new hires
- Collaborated as a business partner executing strategic HR initiatives across departments, from staffing and performance management to compensation planning, succession planning, and employee point of communication
- Managed attendance and leave records and prepared monthly payroll Salary Slips for all Employees ensuring adherence to standard compliance labour laws (PF, ESI, PT, IT, LWD, EDLI, Medical Benefits)
- Overseeing HRIS with employees’ records and ad hoc to configure and analyze reports which help in upholding operational and business growth
- Considering DEIB: developed, enforced, and monitored HR policies and programs to support the company’s strategic objectives (Training, employee engagement, talent review, managing compensation and benefits, drafting SLA and KPI)
- Processing of full and final settlement and generation of Experience Letters
ERC Senior Associate
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
02.2021 - 10.2021
- Deliver highest standards of service in any customer interaction and ensuring an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources
- Receive & log all queries received through phone & email in Panorama / Trouble Ticketing tool
- Responsible to work on Ticketing to resolve the queries received from the employee
- Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc
- Adhere to defined processes and ensure delivery in accordance with set quality standards
- Processed weekly, bi-weekly and monthly payroll issues which include off-cycle and on-cycle
- Thorough knowledge of policies & processes for multiple Customers group
- Ensure the Service level are always achieved for HRS processes
- Integrity and discretion in dealing with sensitive information and always ensure data privacy
- Take ownership for query resolution and individual metrics
Customer Service Associate
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
09.2017 - 05.2020
- Maintain the customer service quality and satisfaction level
- Assist the Contacts via phone and email in work time in various departments to meet business need
- Maintain composure in highly escalated situations
- Document the situation in the software as per the contacts
- Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate
- Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers issues
Education
NRI JR Kalasala - MPC
NRI JR Kalasala
01.2013
Skills
- Technical troubleshooting
- Customer relationship management
- Payroll administration
- Effective communication
- Analytical thinking
- Customer service
- Performance improvement
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Sr. Associate Technical Support
Tech Mahindra Limited
01.2024 - Current
Senior Executive
Datamatics
05.2022 - 09.2023
ERC Senior Associate
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
02.2021 - 10.2021
Customer Service Associate
AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED
09.2017 - 05.2020
NRI JR Kalasala - MPC
NRI JR Kalasala
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