Shruthi S
Kotagiri
Summary
Results-driven professional with seven years of diverse experience across customer support, customer success, and client relationship management in both B2B and B2C environments, spanning the telecom and healthcare sectors. Recognized for enhancing customer satisfaction and streamlining support operations through process improvements and effective use of CRM tools. Skilled in training and onboarding new team members, with a strong focus on knowledge sharing and operational excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Helpdesk Associate
NTT DATA
Bengaluru
12.2020 - 08.2023
- Optimized self-service ticket queues, ensuring assignment within 30 seconds to meet sla targets and improve operational responsiveness.
- Developed and analyzed sla and customer satisfaction (csat) reports, contributing to data-driven service enhancements and performance improvements.
- Increased team efficiency by monitoring and managing login/logout and break reports, driving process discipline and productivity.
- Trained and mentored new hires through structured on-the-job training sessions—approximately 5 associates per batch across 3 onboarding cycles.
- Created and maintained internal knowledge base articles, enhancing team efficiency by providing quick access to standardized solutions and best practices.
Helpdesk Associate
NTT DATA
Bengaluru
12.2018 - 12.2020
- Provided technical support via email and live chat, effectively resolving a wide range of hardware and software issues.
- Ensured accurate documentation and timely resolution of service tickets by capturing detailed user information and issue context.
- Performed remote installation, configuration, and maintenance of computer systems, printers, and peripheral for advanced troubleshooting.
Customer Relationship Officer
HINDUJA GLOBAL SOLUTIONS
Bengaluru
03.2017 - 11.2018
- Assessed customer needs and resolved inquiries as the first point of contact in a call centre environment, documenting interactions and maintaining quality standards while providing exemplary technical and non-technical support for a leading telecom service provider.
- Utilized problem-solving skills to address escalated customer concerns, collaborating with diverse teams to develop strategies that enhance customer retention and satisfaction.
Education
Bachelor of Science - Computer Science
Hindustan College Of Arts And Science
Coimbatore04.2016
Skills
Customer Experience:
- Client Relationship Management
- Customer Satisfaction
- Customer Advocacy
- Customer Retention
- Customer Support
Communication:
- Strong Written and Verbal Communication
- Cross-Functional Collaboration
Leadership and Team Building:
- Training & Mentoring
- Productivity Management
Strategic thinking & Problem Solving:
- Analytical Thinking
- Problem Solving
- Attention to Detail
Quality and Process Improvement:
- Quality Checks
- Process Optimization
Certification
- HubSpot CRM
- Networking foundations, Networking Basics, LinkedIn Learning
- Securing Software as a Service (SaaS), LinkedIn Learning
- Google Docs, Simplilearn
Tools
CRM Platforms:
- iCRM
- ServiceNow
- HubSpot
- Bold Chat
Document Management:
- G suite – Google Drive, Google Docs, Google Sheets, Google Slides
- MS Office – MS Word, MS Excel, MS Outlook, MS Power point
Communication Tools:
- Zoom
- MS Teams
- Skype
Accomplishments
- Service Desk Expert Badge – 2022
- Service Desk Quarter 4 Overall Performer Award – 10/01/21
- Star Performance Award – 02/01/21
- Service Desk Expert Badge – 2020
Linkedin Profile
http://www.linkedin.com/in/shruthi-sivakumar
Timeline
Senior Helpdesk Associate
NTT DATA
12.2020 - 08.2023
Helpdesk Associate
NTT DATA
12.2018 - 12.2020
Customer Relationship Officer
HINDUJA GLOBAL SOLUTIONS
03.2017 - 11.2018
Bachelor of Science - Computer Science
Hindustan College Of Arts And Science
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