Sree Bindu Ganugapati

• Provided technical assistance to customers by troubleshooting hardware and software issues.
• Created detailed reports on customer support activities.
• Identified and resolved complex customer problems with innovative solutions.
• Resolved customer complaints promptly and efficiently.
• Performed root cause analysis to identify underlying causes of customer issues.
• Maintained up-to-date knowledge of current software and hardware products through research and testing.
• Monitored system performance to ensure optimal functioning at all times.
• Demonstrated a high level of professionalism when communicating with customers via instant messaging.
• Provided guidance on best practices for utilizing applications and software tools.
• Identified areas where process improvements could be made within the department.
• Participated in ongoing training programs related to customer service processes and procedures.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Maintained up-to-date case documentation for future reference.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Managed over 70 customer calls per day.
• Responded to customer requests for products, services, and company information.
• Answered customer telephone calls promptly with minimal wait times to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Currently associated with 24-7 Intouch as senior e-Support officer interlinked with Samsung e-Commerce, first five months chat process next promoted to Back Office associate and then Subject Matter Expert.

From Jun 2020 - Aug 2022

Subject Matter Expert:

• Hyderabad Worked as a SME, process all returns and refunds according to regulations, maintain accurate and detailed reporting.
• Distribution of tasks to team members based on cases volume. Cooperating and communicating with team members for the accuracy and efficient management work.
• Delivering and Implementing work as per Scheduled Milestones. Regularly maintain record of team members work status and submit it to Team leader every End of Day.
• Streamline processes to maximize operational results.

Back-office Associate:

• Interact with customers through email and acknowledge cases. Resolved high-level escalations regards to refunds and promo codes.
• Maintained a database for tracking clients and their needs, the tasks completed for each client and the progress made on each task.
• Involve in Client meetings to provide feedback and ideas for the improvement of process.
• Training process knowledge to new members and assist them from enrolment to On Job Training.

From Jan 2020 - Jun 2020

e-Support Officer:

• Working in back office team where we have to interact with customers via email and sort out their issues related to orders.
• Cooperating and communicating with other team members for efficient management work.
• Defining best practices for project support and documentation.
• Delivering and implementing work as per scheduled milestones.

• Collaborated in timely processing of reports of testing samples.
• Monitored and directed incoming mail and prepared outgoing mail.
• Worked closely with others to accomplish timely reports.
• Addressed questions and managed communications with clients.

• Performed skip tracing on all past due accounts to locate responsible individuals, hard-to-find, re-located customers.
• Collected payments by phone, set up wire transfers and initiated immediate plans for repayment.
• Upheld strict safety standards and achieved challenging schedule targets.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Trained new team members on scripts, company services and collection strategies.
• Handled estimated 120 inbound and outbound calls daily, remaining highly focused on securing required funds.
• Advised customers of alternative actions and strategies for debt repayment.