Sai Pratik Chandra Ravulapalli
Hyderabad
Summary
Experienced in providing exceptional customer service and resolving complex issues swiftly and calmly. Demonstrated ability to communicate clearly and empathetically, ensuring customer satisfaction. Adept at utilising various support tools and maintaining positive attitude under pressure. Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Detail-oriented professional with top skills in customer relations, problem-solving and recordkeeping. Talented in addressing different service and product problems with thorough and positive style. Ready to help with focus on finding creative solutions to conflicts and complaints.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Consultant
Hinduja Global Solutions
Hyderabad
07.2024 - 10.2025
- Developed and implemented processes for identifying and mitigating risks associated with fraud.
- Analysed and investigated fraudulent transactions using advanced analytics tools and techniques.
- Collaborated with cross-functional teams to resolve disputes and enhance customer experience.
- Reviewed documentation and evidence to support claims and determine legitimacy of disputes.
- Documented customer interactions accurately in the CRM system, ensuring a detailed record for future reference and follow-up actions.
- Trained new team members on customer service protocols, fostering a collaborative environment and promoting best practices within the team.
- Addressed customer inquiries through multiple communication channels, delivering clear and informative responses to enhance service quality.
- Resolved complex customer issues by conducting thorough investigations and collaborating with relevant departments to provide effective solutions.
Technical Support Associate
Genpact India Private Limited
Hyderabad
11.2021 - 03.2024
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
- Monitored systems in operation and quickly troubleshot errors.
- Provided technical assistance to clients via phone, email, and chat to resolve software and hardware issues.
- Diagnosed and troubleshot technical problems, utilising remote access tools to facilitate prompt solutions.
- Developed and maintained comprehensive documentation of technical issues and resolutions to improve team knowledge base.
Technical Support Engineer
Type Def Solutions Pvt.Ltd
Hyderabad
01.2020 - 10.2021
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Served as primary point of contact for support relating to owned solutions and products.
- Updated and maintained current customer support database.
- Delivered Tier-3 support and SME input to internal and external customers.
- Promoted experience with Kubernetes, Docker and Amazon Web Services.
- Offered experience with Ruby, Perl, Java and Python.
Education
Bachelors of Business Administration -
Andhra University
Visakhapatnam01.2017
Intermediate - MPC
NRI Academy
Hyderabad01.2014
SSC -
Tejaswi Concept School
Warangal01.2012
Skills
- Remote problem resolution
- Technical issue analysis
- Software diagnosis
- Cloud application support
- Help desk support
- Zendesk expertise
- CRM documentation
- Fraud analysis
- Customer relationship management
Certification
American Express Customer Service Certification.
Timeline
Consultant
Hinduja Global Solutions
07.2024 - 10.2025
Technical Support Associate
Genpact India Private Limited
11.2021 - 03.2024
Technical Support Engineer
Type Def Solutions Pvt.Ltd
01.2020 - 10.2021
Bachelors of Business Administration -
Andhra University
Intermediate - MPC
NRI Academy
SSC -
Tejaswi Concept School