Suhas Ramachandra
Bengaluru
Summary
Experienced Technical Solutions Representative with a proven track record in enhancing customer support and team performance within the tech industry. Specializes in handling customer escalations, training new hires, and managing device faults across a range of products. Demonstrates exceptional ability in improving team quality assurance measures and issue resolution efficiency. Excels in a dynamic, international work environment, ensuring high levels of customer satisfaction and team productivity.
Overview
5
5
years of professional experience
Work History
Customer Solutions Representative 3 -
Hewlett Packard
Bangalore
08.2020 - Current
- Supported a wide range of products (HP consumer and commercial line of systems) for 7 different countries in the APJ region and worked for Amercia region supporting premium line of systems.
- Drive metrics for key areas in first resolution and quantity of repeat customers who renew contracts due to progressive increase in quality of resolution in hardware and software fields.
- Played a key role in quality assurance, leading to a promotion to a senior level.
- Trained new hires, enhancing both technical and communication skills.
- Managed incidents and software for international companies, reducing device faults.
- Administered any faults in devices proactively using software and performed extensive reporting of incidents across 5 international companies.
- Contributed to the CRM testing team, identifying crucial usability issues.
- Worked closely with management to assist in team management tasks and look into the quality of new hires into the team.
- Worked with quality analysts to understand the required responsibilities of case management for the team, using Excel and maintaining a clean record of data for analysis for the team.
- Provided training materials for new employees joining the Customer Solutions team.
- Suggested improvements in existing services, based on customer feedback.
Technical Solutions Representative -
JoulesToWatts
11.2019 - 08.2020
- Frontline support to USA Premium/Gaming computers.
- Customer/escalations handling, while making every call a promoter to the company.
- Resolving issues in the hardware and software field, focusing on the first resolution.
- Resolved complex technical problems through root cause analysis techniques.
- Received HP recognitions for high consistent sales count to consumers in the AMS region.
Education
Bachelor of Engineering in Computer Science -
Alpha College of Engineering
01-2019
Skills
- Interpersonal Skills
- Root Cause Analysis
- Quality Assurance
- Customer Satisfaction Improvement
- Training
- Team management
- Timely and accurate reporting
- MS office apps(Word, Excel, Outlook, Powerpoint)
Languages
- English, Native or Bilingual Proficiency
- Kannada, Native or Bilingual Proficiency
- Telugu, Native or Bilingual Proficiency
Timeline
Customer Solutions Representative 3 -
Hewlett Packard
08.2020 - Current
Technical Solutions Representative -
JoulesToWatts
11.2019 - 08.2020
Bachelor of Engineering in Computer Science -
Alpha College of Engineering
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