Saidulu Bekkanti

I have been working as Manager for Contact Center team at Barracuda Networks since January 1, 2022, and worked as supervisor for contact center team at Barracuda Networks from October 1, 2020, to October 31, 2022, and contact center representative at Barracuda Networks from May 1, 2017, to September 30, 2020.

• Improved customer interactions through continual training of staff.
• I supervise people globally. I have team in Hong Kong. I trained them and have been monitoring and giving my input to them to improve customer satisfaction.
• Interacting with global people managers and partnering with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Monitoring all team members work, having effective one-on-one meetings with each team member on weekly basis, giving feedback, providing input, and assisting people for personal and company growth.
• Grabbing customer's initial experience, reviewing CSAT once ticket closed, and taking appropriate action based on customer's feedback.
• Taking care of escalations, if any have come from customers, and grabbing customer satisfaction.
• Salesforce administration. Salesforce, Five9 and Zoom contact center training to new employees.
• Building reports in Salesforce and Zoom contact center for team performance improvement.
• Building training materials, and imparting training to global audience.
• User details and defining roles in Salesforce.
• Scheduling timings to share workload for all team members as per shift roster every month.
• Identifying team hiring requirement by forecasting call volume and reaching SLA to customers.
• Maintaining moral and motivating people to enjoy their work and delivering excellent teamwork.
• Maximized performance by monitoring daily activities and mentoring team members
• Accomplished multiple tasks within established time frames
• Managed and motivated employees to be productive and engaged in work
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

• Explained home loan product to customers, achieved good business every month, and earned incentives.

• Called customers who are having Axis Bank credit card and explained about Instant loan product and did good business and earned incentives.

• Received calls from customers, collected their details, created leads, and submitted them to manager.

• Collected customer data online, filled it in MS Excel, and submitted details to superior.

• Received calls from customers, raised complaints in CRM application, and coordinated with RF Engineers to resolve issues.