Summary
Overview
Work History
Education
Skills
Personal Information
Roles And Responsibilities
Gapdetails
Languages
Hobbies and Interests
Disclaimer
Timeline
Generic
Vaishnavi Gunda

Vaishnavi Gunda

Hyderabad

Summary

To secure a challenging position where I can effectively contribute my skills for my individual and organizational growth.

Overview

4
4
years of professional experience

Work History

Brand Champion (Acting Role)

Tech Mahindra
Hyderabad
11.2023 - Current
  • Working for Verizon Fios (The network America relies on). I am currently collaborating with clients and bridging the gap between Tech Mahindra and Verizon by attending client sales calls, taking the sales strategies and action plans from clients to implement them on the production floor to reach sales targets, and center ranking.
  • I value teamwork, innovation, and diversity, and enjoy working with people from different backgrounds and perspectives. Currently, I have a headcount of 290 people in the chat line of business.
  • I act as a product sales expert and assist in training new team members and existing team members by providing coaching, support, and giving feedback by auditing live chats and sales chats.
  • Appreciating high and top sellers on the floor and sending out appreciation emails to top and high sellers. Helping associates with positioning statements and best practices to generate value on each and every chat. Tracking sales data of site day, week, and month-wise.
  • I work on BQ and low sellers to improve their sales by side barging and help them by understanding customer account and sales opportunities in real time.
  • Drive continuous improvement of value service offerings by completing adoption/effectiveness, data analysis, finding opportunities, developing recommendations, and driving to deliver results.
  • Develop thought leadership on the value of process solutions and services.

Associate - Technical support

Tech Mahindra
- Current
  • Working for Verizon Fios (The network America relies on). Providing direct technical assistance and support to customers through chat and messaging platform. Anticipate customer needs and effectively address concerns related to their issue or resolution.
  • Including operating multiples systems and tools to service 3 customers at once via chat conversation by using tools (Optix, Live engage, Agent assist, Omni, Compass 2.0, Info manager, My source, Slack, Order tracker).
  • Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all service-related technical issues, billing concerns, and general information regarding services experienced by customers. Appreciating their loyalty and business.

Customer Service Specialist

Amazon
Hyderabad
10.2020 - 03.2022
  • Answer incoming call, chats, and emails in an efficient manner.
  • Identify customer questions, concerns, raising Trouble Tickets, and overall needs.
  • Collaborate with immediate team, other customer service teams, sales team, and other company departments to ensure overall customer and product satisfaction.
  • Monitoring, enhancing team performance, and reporting on metrics.
  • Conducting policy sessions and shadow sessions with the clients.
  • Set clear team goals and report to senior-level management.
  • Generating EOD productivity report of the team daily.

Education

SSC -

Little flower High School
Old-Alwal, Hyderabad
01.2011

Bachelor of Computer Application -

Glocal University
Uttar Pradesh

Intermediate -

Narayana Junior Collage
Hyderabad

Skills

  • Operating Systems: Windows 2011
  • Tools: Ms Office
  • Web Browsing
  • Ability to Navigate through apps
  • Adobe Photoshop

Personal Information

  • Father's Name: G. Rama Krishna
  • Date of Birth: 11/22/95
  • Gender: Female
  • Nationality: Indian

Roles And Responsibilities

  • Answer incoming call, chats and emails in an efficient manner.
  • Identify customer questions, concerns, raising Trouble Tickets and overall needs.
  • Collaborate with immediate team, other customer service teams, sales team, and other company departments to ensure overall customer and product satisfaction
  • Monitoring, enhancing team performance and report on metrics.
  • Conducting policy sessions and shadow session with the clients.
  • Set clear team goals and reporting to senior level management.
  • Generating EOD productivity report of the team daily.

Gapdetails

Travelled to USA on H4 dependent Visa in 2017 to 2018, stayed in USA for 1 year.

Languages

English, Telugu and Hindi.

Hobbies and Interests

Reading articles on Internet, Painting, Singing, Listening to music, Gardening.

Disclaimer

I hereby declare that the above information and particulars are true and correct to the best of my knowledge.

Timeline

Brand Champion (Acting Role)

Tech Mahindra
11.2023 - Current

Customer Service Specialist

Amazon
10.2020 - 03.2022

Associate - Technical support

Tech Mahindra
- Current

SSC -

Little flower High School

Bachelor of Computer Application -

Glocal University

Intermediate -

Narayana Junior Collage

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Vaishnavi Gunda