Shanmukh Anugolu
Bapatla
Summary
To secure a challenging position in a dynamic organization, where I can utilize my technical expertise, problem-solving abilities, and dedication to achieve organizational goals. I aim to contribute to business success by delivering exceptional service, enhancing operational efficiency, and continuously acquiring new skills to grow both personally and professionally.
Overview
8
8
years of professional experience
Work History
SAP Consultant
Accenture Private Limited
06.2024 - 12.2024
- Identified business requirements and effectively leveraged SAP solutions through collaboration.
- Achieved consistent adherence to Service Level Agreements (SLAs) in all responsibilities.
- Ensured customer satisfaction by resolving medium and low-priority tickets efficiently.
- Documented all customer interactions and maintained comprehensive case records.
- Conducted follow-ups with customers to verify timely resolution of issues.
- Demonstrated professionalism and patience throughout all customer communications.
Senior Process Executive- Voice
Cognizant Technology Solutions India Private Limited
02.2024 - 06.2024
- Delivered exceptional customer satisfaction by addressing issues on first contact.
- Diagnosed root causes and suggested improvements for enhanced efficiency.
- Complied with service level agreements (SLAs) and maintained call quality standards.
- Articulated information clearly for easy understanding by end users.
- Raised unresolved issues with suitable internal teams for resolution.
Tier-2 Tech support Agent
24-7 InTouch, KNOAH Solutions
02.2021 - 02.2023
- Managed escalation chats and calls while overseeing the nesting team in the pre-production phase.
- Conducted refresher sessions and recursive training to enhance team performance.
- Reviewed client escalations, providing constructive feedback to team members.
- Maintained up-to-date knowledge of relevant policies and procedures.
- Documented findings from audits, or random checks, for future reference.
- Evaluated the training requirements of team members, ensuring that development plans were implemented effectively.
- Motivated individuals reach goals through effective collaboration and leadership.
Senior E Support Officer
24-7 InTouch, KNOAH Solutions
10.2018 - 02.2021
- Handled product-related queries from customers, ensuring accurate information delivery.
- Diagnosed installation challenges, alongside hardware issues, for prompt solutions.
- Analyzed root causes of problems to inform future preventive measures.
- Utilized written guides for efficient system configurations and repairs.
- Provided dedicated support to customers, addressing their needs effectively.
- Tested and rectified defective equipment to restore functionality.
Trainee Supervisor
Tool Grove
01.2017 - 03.2018
- Monitoring the operator and machines on productivity.
- Production Supervising which includes manpower handling, making documentation related to production, following up of production plans.
- Machine Maintenance which includes maintaining, recording and reporting of machine working status.
- Preparation of work plan schedule to complete the orders as per order data sheet form and planning list.
- Communicating to Works Manager regarding commitment problem, process delays and update status.
- Monitoring, inspection & dispatching within the planned date.
Education
B.Tech - Mechanical
St.Ann’s College of Engineering And Technology
Chirala01.2015
Intermediate - MPC
Bapatla Junior college
Bapatla01.2011
High School -
Little Flower High School
Bapatla01.2009
Skills
- Troubleshooting hardware and software issues
- SLA and KPI management (response/resolution time, quality standards)
- Incident and case management systems (Connect Cases and Salesforce)
- First-contact resolution (FCR) and customer satisfaction (CSAT/NPS)
- Patience and professionalism
- Call quality and service level adherence
- Knowledge base contribution and documentation
- Adaptability in high-volume environments
Accomplishments
- Improved first-contact resolution – resolved 85% of customer issues on the first attempt, consistently achieving 100% CSAT scores, which significantly boosted customer trust and retention
- Efficient ticket management – handled 200+ support tickets monthly across multiple channels (phone, chat, email) while maintaining SLA compliance and high-quality service
Timeline
SAP Consultant
Accenture Private Limited
06.2024 - 12.2024
Senior Process Executive- Voice
Cognizant Technology Solutions India Private Limited
02.2024 - 06.2024
Tier-2 Tech support Agent
24-7 InTouch, KNOAH Solutions
02.2021 - 02.2023
Senior E Support Officer
24-7 InTouch, KNOAH Solutions
10.2018 - 02.2021
Trainee Supervisor
Tool Grove
01.2017 - 03.2018
B.Tech - Mechanical
St.Ann’s College of Engineering And Technology
Intermediate - MPC
Bapatla Junior college
High School -
Little Flower High School