Vijay Aarthi Ganapathi
Hyderabad
Summary
Dynamic CM Service Triage Analyst with a proven track record at Nisc Export Service Pvt Ltd, excelling in troubleshooting and customer support. Adept at enhancing operational efficiency and content management, I leverage strong analytical problem-solving skills to drive improvements and foster team collaboration, ensuring high-quality service delivery and customer satisfaction.
Overview
8
8
years of professional experience
Work History
CM Service Triage Analyst
Nisc Export Service Pvt Ltd
Hyderabad
07.2025 - Current
- Triage and categorize customer tickets based on priority, complexity, and required expertise to ensure timely resolution and SLA compliance.
- Monitor and manage incoming customer tickets raised via help desk, email, chat, and support channels while ensuring adherence to defined processes and procedures.
- Provide initial troubleshooting and resolution for common or known issues through call, chat, and email support, delivering a high-quality customer experience.
- Ensured timely follow-up and closure of support tickets to meet SLAs and enhance customer satisfaction.
- Route complex or specialized issues to the appropriate internal teams while collaborating with Team Leads to highlight process gaps and improve operational efficiency.
- Identified and implemented process improvements to reduce resolution time and enhance overall customer support experience.
- Built positive relationships and collaborated with cross-functional teams to support business objectives and improve operational efficiency.
- Effectively manage multiple ongoing tasks, prioritize workload against deadlines, and adapt to shifting schedules, including support for global teams across different time zones.
- Collaborate with the SEO team to improve the visibility and searchability of help center content and customer support resources.
Senior E-Content Specialist
NISC(NES) Export Services PVT Ltd
06.2024 - Current
- Build, review and edit help center articles, FAQs, guides, and other content to ensure clarity, consistency, and accuracy.
- Ensure content is accurate, up-to-date, and user-friendly and regularly audit content to ensure it reflects the latest product updates and user feedback.
- Optimize content for user experience and discoverability, ensuring it is easy to understand and navigate.
- Collaborate with the SEO team to improve content performance and searchability.
- Enhanced e-resources and training materials using usage statistics and stakeholder feedback to improve user engagement.
- Collaborated with technology vendors and information providers to deliver tailored training and content for diverse customer groups.
- Organized and classified new e-resources, including ejournals, eBooks, and database materials, to facilitate user access and navigation.
- Liaise with the localization team to ensure that help center content is available in relevant languages and regions.
Senior CSA
First Source PVT Ltd
11.2023 - 04.2024
- Delivered high-quality customer support through calls, chats, and emails while adhering to established processes, procedures, and service standards.
- Resolved customer queries efficiently by providing accurate information and ensuring a positive customer experience.
- Managed multiple customer interactions simultaneously, consistently achieving service level agreements (SLAs) and ensuring timely resolutions.
- Collaborated with team leads to identify process gaps and report operational challenges, contributing to continuous improvements in service delivery.
- Maintained strong teamwork and built positive working relationships across cross-functional teams to achieve operational goals.
- Adapted to rotational and shift-based schedules, including early morning and late-night shifts, to support global customers across different time zones.
- Prioritized workload in fast-paced environment, maintaining accuracy and quality standards while meeting productivity expectations.
- Demonstrated proficiency in Microsoft Excel and Microsoft PowerPoint for reporting, data analysis, and presentation preparation.
- Contributed to operational excellence by following standard operating procedures and supporting continuous improvement initiatives..
Process Analyst
Teleperformance
05.2022 - 08.2023
- Supported development and enhancement of AI systems by analyzing data, refining workflows, and ensuring high-quality training inputs to optimize model effectiveness.
- Worked on a Google client project, contributing to the training and optimization of AI bots by preparing, validating, and integrating structured data and algorithms to improve model accuracy and performance.
- Managed projects and collaborated with cross-functional teams using Google Workspace tools, including Google Docs, Sheets, Slides, Drive, and Maps, to streamline project coordination.
- Conducted in-depth research and data analysis by gathering, evaluating, and synthesizing information from multiple sources to deliver actionable insights and support business decision-making.
- Performed data annotation, quality assurance, and validation tasks to maintain the accuracy, consistency, and reliability of AI training datasets.
- Contributed to projects involving Google Bard, computer control systems, robotics, cloud computing, language models, and AI research while ensuring adherence to operational excellence and quality standards.
Customer Service Advisor
[24]7.ai
09.2018 - 04.2022
- Provide live chat solutions that allow businesses to engage with customers in real-time through web chat interfaces.
- Evaluated customer feedback and comments to assess quality of issue resolution and identify improvement areas.
- Pay attention to factors such as empathy, professionalism, and the ability to address the root cause of the issue to ensure high-quality resolution experiences.
- Developed analytics tools and insights to enhance businesses' understanding of customer interactions and preferences.
- Structured question sequences to promote logical progression and clarity in customer surveys.
- Consider using a mix of closed-ended and open-ended questions to gather diverse insights.
- Ensure that the survey complies with relevant regulations and ethical guidelines, such as data privacy laws and codes of conduct for survey research.
Education
Bachelor of Commerce -
Sabarmati University
India01-2012
Skills
- Ticket management
- Troubleshooting
- Data validation
- Problem analysis
- Knowledge base management
- Ticket escalation
- Customer support
- Team leadership
- Time management
- Verbal communication
Attainments
- Introduction to AWS IoT
- First steps into AI
- Introduction to clouds
Timeline
CM Service Triage Analyst
Nisc Export Service Pvt Ltd
07.2025 - Current
Senior E-Content Specialist
NISC(NES) Export Services PVT Ltd
06.2024 - Current
Senior CSA
First Source PVT Ltd
11.2023 - 04.2024
Process Analyst
Teleperformance
05.2022 - 08.2023
Customer Service Advisor
[24]7.ai
09.2018 - 04.2022
Bachelor of Commerce -
Sabarmati University