C Language
Tamanna Senapati
Senior support Associate
Hyderabad
Summary
Highly experienced professional with 3+ years of operational excellence, driving customer success through proficient project management utilizing AI and Machine Learning. Skilled in back-end operations, customer delivery, and service delivery, with a strong focus on customer-centric strategies. Demonstrated expertise in managing escalations and delivering exceptional customer outcomes. Effective in driving back-end strategies to optimize project performance and ensure customer satisfaction.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Senior Support Specialist
Udacity
07.2022 - Current
- Proficient in backend operations and management in the ed tech industry.
- Experienced in handling tickets, escalations, and customer support using Zendesk and Jira.
- Proficient in implementing and executing Go-To-Market strategies (GTM) for both B2B and B2C segments.
- Skilled in generating reports and analyzing data using Excel, providing valuable insights to stakeholders.
- Successfully retained existing students and increased student numbers through exceptional customer satisfaction.
- Proven ability to train and onboard new agents, ensuring their proficiency in delivering high-quality support.
AI/ML Senior Associate
Google Operations Center
Hyderabad
07.2021 - 06.2022
- Contributed to a Google AI/ML project focused on enhancing the machine learning and artificial intelligence capabilities of Google's system.
- Prepared detailed reports using Excel to showcase the improvements achieved through the AI/ML project and the performance of the team.
- Utilized data visualization techniques to present key metrics and trends effectively to stakeholders, enhancing their understanding of the project's impact.
- Conducted business verification for Google vendors, performing background checks using various tools.
- Resolved tickets and facilitated the onboarding of verified businesses onto the Google site.
- Reported team performance and improvements to stakeholders using Excel and data visualization.
- Monitored team metrics and numbers to ensure operational efficiency and productivity.
- Contributed to an AI/ML project at Google, focusing on enhancing machine learning and AI capabilities.
- Collaborated with cross-functional teams to implement innovative solutions and algorithms.
- Presented insights and recommendations to optimize system performance and predictive capabilities.
Technical Support Associate
Amazon Development Center India
Hyderabad
07.2019 - 07.2021
- Performed time to time check on Amazon device health , as well as solves back-end glitches on Amazon devices and Amazon services
- Resolved tickets raised due to back-end technical issues of Amazon devices , applications or programs
- Handled The Prime Video Live Events team , since its birth and was resourceful in getting new live event broadcasts to Amazon since 2019
- Was SME and live support to new batch in 2021 for handling Amazon devices
- Had tested prototype devices for 6 months to update knowledge database
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Reduced response time for Tier 1(High Severity) support tickets
- Resolved issues with systems, hardware and telephones quickly and accurately
Education
No Degree - Data Science And Business Development
IIM-Kozhikode
Bachelor of Technology - Applied Electronics And Instrumentation
Silicon Institute of Technology
Silicon Institute Of Technology 08.2015 - 05.2019
Skills
MS Office
undefinedSoftware
SQL
HTML
Timeline
Senior Support Specialist
Udacity
07.2022 - Current
AI/ML Senior Associate
Google Operations Center
07.2021 - 06.2022
Technical Support Associate
Amazon Development Center India
07.2019 - 07.2021
Bachelor of Technology - Applied Electronics And Instrumentation
Silicon Institute of Technology
08.2015 - 05.2019
No Degree - Data Science And Business Development
IIM-Kozhikode
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