Upputholla Alisha
Brajrajnagar
Summary
A senior process executive with high-level professional responsibility for overseeing and optimizing business processes. Having several years of experience in domestic and international process improvement, retaining customer and possess strong analytical and problem-solving skills. Proven track record in providing exceptional customer service and technical support within service desk environment. Strong communicator with a focus on achieving customer satisfaction and organizational objectives. Ability to lead, monitor, and supervise a group of employees to achieve goals that contribute to the organization growth by creating an environment that encourages bonding of team (Smart Assist, Zoho, Lifeline and Citrix)
Overview
4
4
years of professional experience
2019
2019
years of post-secondary education
5
5
Languages
Work History
Technical Assistant
Genpact
02.2025 - Current
- Supporting users from the US and Australia with account-related and IT technical issues.
- Created and managed incident tickets, ensuring accurate documentation and timely resolution.
- Handled escalation calls with professionalism, providing prompt solutions and ensuring user satisfaction.
- Assisted freshers with onboarding, tool navigation, and process understanding.
- Worked on multiple IT tools to troubleshoot and maintain service delivery within SLAs.
- Contributed to process improvements and ensured smooth day-to-day operations for the Vail Resorts account.
- Updated supervisor on status of projects.
Customer Care Representative
Ttec
09.2022 - 12.2024
- Company Overview: eBay
- Resolve product or service problems by clarifying the customer's complaint via email or chat; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution for buyers and sellers on site.
- Skilled in troubleshooting various hardware and software issues, efficiently resolving customer inquiries and technical problems to enhance customer satisfaction.
- Learned to work under great pressure handling 3 client chats at a time during peak season and responding to each one simultaneously.
- Worked under high targets and less time situations.
- Refer advanced cases to management for resolution, providing background information as necessary.
- Leveraged strong communication and interpersonal skills to effectively interact with customers and technical teams, fostering positive relationships and building trust.
- EBay
Customer Support Executive
Globiva
11.2021 - 09.2022
- Company Overview: Zomato
- Managed incoming calls, emails, and chat inquiries from Zomato customers, addressing and resolving their concerns in a timely manner.
- Efficiently handled escalated customer complaints, working closely with relevant teams to ensure swift resolution and customer satisfaction.
- Provided support to customers experiencing technical issues with the Zomato app or website, including login problems, payment failures, and app navigation.
- Utilized ticketing systems to log, track, and manage customer support requests, ensuring timely resolution and proper documentation of all interactions.
- Coordinated with delivery partners to resolve delivery-related issues, including wrong orders, missing items, or communication delays.
- Zomato
Customer Care Representative
Startek
06.2021 - 11.2021
- Company Overview: Myntra
- Learned professional communication skills, leadership and time management.
- Providing support to new hires and floor support to the entire team in the absence of leads.
- Assisted team leader with coaching and mentoring of new employees.
- Investigated and resolved accounting, service and delivery concerns.
- Advised executives on best practices for employee growth and productivity goals, consistency helping companies improve retention used coordination and planning skills to achieve results according to.
- Myntra
Education
Bachelor of Commerce -
TJPS Collage
Higher Secondary - undefined
DAV Public School
Secondary - undefined
Siksha Niketan
Post Graduate Diploma - undefined
In Computer Application (PGDCA)
Skills
- Customer service expertise
- IT service desk
- Customer-focused technical assistance
- Escalation Handling
- Efficiency assessment
- Strategic leadership
- Analytical problem solving
- Logical reasoning skills
- Trustworthy in commitments
- Open-minded problem-solving style
Personal Information
- Hobbies: Photography, Financial, Travel, Movies, Music
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
Technical Assistant
Genpact
02.2025 - Current
Customer Care Representative
Ttec
09.2022 - 12.2024
Customer Support Executive
Globiva
11.2021 - 09.2022
Customer Care Representative
Startek
06.2021 - 11.2021
Higher Secondary - undefined
DAV Public School
Secondary - undefined
Siksha Niketan
Post Graduate Diploma - undefined
In Computer Application (PGDCA)
Bachelor of Commerce -
TJPS Collage
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