Sai Nikitha Veeravalli
Hyderabad
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Senior Specialist
Syneos Health
05.2020 - Current
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Promoted efficiency among departments with prompt resolution of system issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
Support Analyst
Virtusa
11.2016 - 05.2020
- Contributed to on-site and technical support for third-party software titles such as Automation Anywhere and WorkFusion.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Created user accounts and managed access control.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
Bachelor of Science - Computer Science And Programming
CMR Institution of Engineering And Technology
Medchal, Hyderabad04.2016
Skills
- Root Cause Analysis
- Customer Relations
- Emergency Response
- Documentation Management
- Analytical Thinking
- Issue Research
Accomplishments
- Received Go - Getter award from Project team in Virtusa.
- Received Best Team award from Client (CITI Bank) in Virtusa.
- Achieved the highest ticket score among the team by resolving the tickets with accuracy and efficiency.
Timeline
Senior Specialist
Syneos Health
05.2020 - Current
Support Analyst
Virtusa
11.2016 - 05.2020
Bachelor of Science - Computer Science And Programming
CMR Institution of Engineering And Technology