Sharanya
Hyderabad
Summary
- Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates.
- Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
- Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Escalation Specialist
Senior analyst
Hyderabad
09.2018 - 04.2025
- Provided technical support to customers with escalated issues.
- Investigated customer complaints and identified root cause of the issue.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Provided weekly updates on open escalations status, successes, challenges, or opportunities for improvement.
- Monitored ongoing escalations for resolution progress.
Education
Bachelor of Science - Computer Science
St Francis College For Women
Hyderabad 01-2017
High School Diploma -
Sri Chaitanya Jr College
Hyderabad 01-2014
Skills
- Technical support
- Root cause analysis
- Escalation management
- Analytical thinking
- Troubleshooting skills
Languages
Telugu
First Language
Hindi
Elementary (A2)
A2
Certification
- Digital photography
- Drawing
Timeline
Escalation Specialist
Senior analyst
09.2018 - 04.2025
Bachelor of Science - Computer Science
St Francis College For Women
High School Diploma -
Sri Chaitanya Jr College