Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Vinayak Kumar Nagori

Hyderabad

Summary

Proven expert in strategic communications and MS Excel, I've excelled at Tech Mahindra as a Value Ambassador, driving sales and customer satisfaction improvements. Leveraging multitasking and content creation skills, I've led teams to top performance, achieving significant revenue growth and enhancing client relationships with major companies like Verizon.

Overview

7
7
years of professional experience

Work History

Value Ambassador

Tech Mahindra
Hyderabad
01.2020 - Current
  • Company Overview: Value ambassador at Verizon Tech Mahindra delivering effective and timely solutions to complex technical issues for clients
  • Deliver effective and timely solutions to complex technical issues for clients and collaborating with clients and filling the gap between Tech Mahindra and Verizon
  • Act as a product, sales expert and assist in training new team members, existing team members by providing coaching, support and giving feedback by auditing live chats and sales chats
  • Appreciating high and top sellers on floor and sending out appreciation emails of 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
  • Work on BQ and low sellers to improve their sales by side barging and help them by understanding customer account and sales opportunities 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
  • Value ambassador at Verizon Tech Mahindra delivering effective and timely solutions to complex technical issues for clients

Senior Technical Associate

Tech Mahindra
Hyderabad
08.2018 - 11.2019
  • Company Overview: Technical resolution expert as well as Subject Matter Expert for a leading client that provides products and services in the networking industry (ISP)
  • Technical resolution expert as well as Subject Matter Expert for a leading client that provides products and services in the networking industry (ISP)
  • Assisted multiple batches of new hires, to transition to production floor achieving success through improvements in operations and in quality of the work utilizing the resources like tools which helps the agents provide effective support to the end consumers and cross skill themselves
  • Currently working with a team of 20 members, which is under Performance Plan, and motivating them climb to the meet required target
  • Strive for 100% resolution per incident via chat, emails and calls in 24X7 rotational shifts
  • Resolving and directing the technical and customer satisfaction issues to ensure a quality support environment and achieve maximum customer satisfaction
  • Handled 30+ chats and 10 calls a day from US consumers
  • Effective and timely resolution for all voice and non-voice interactions
  • Top revenue generator for 3 consecutive months among 10 teams
  • Trained sales-department staff and guided them in helping clients select the right product
  • Took additional initiatives, which included task to ensure welfare of team members with productivity as well
  • Met key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participated in individual/group coaching sessions
  • Acted as an escalation POC among internal teams to better the product feedback, feature requests, and technical issue resolution to achieve the highest level of customer satisfaction
  • Technical resolution expert as well as Subject Matter Expert for a leading client that provides products and services in the networking industry (ISP)

Customer Support Associate

Sykes India Pvt Ltd
Hyderabad
05.2018 - 05.2018
  • Company Overview: Technical Support representative for leading developing company Sony which also specializes in testing and providing support
  • Assisted North American consumer’s regarding the technical glitches/bugs with the products and drive towards effective resolution
  • Reporting and working hand in hand with the product developing team to update and deliver service fixes across the products
  • Generating reports and preparing knowledge articles to help the productions floor stay updated on current issues and the relevant troubleshooting fixes on a regular basis
  • Experience in reproducing customer environment in a lab environment to test and verify the issue to help assist effectively
  • Actively involved in driving the escalated scenarios daily and transition them towards a pleasant experience for the consumers
  • Experience in troubleshooting issues on Sony products
  • Technical Support representative for leading developing company Sony which also specializes in testing and providing support

Education

B. TECH - Computer science & Engineering

Malla Reddy Engineering College
Hyderabad
05.2018

Skills

  • Content Creation
  • My SQL
  • MS Excel
  • Information gathering and analysis
  • Multitasking
  • Strategic communications

Hobbies and Interests

  • Playing online games (Mobile and Console).
  • Cricket, football, and Table Tennis.

Timeline

Value Ambassador

Tech Mahindra
01.2020 - Current

Senior Technical Associate

Tech Mahindra
08.2018 - 11.2019

Customer Support Associate

Sykes India Pvt Ltd
05.2018 - 05.2018

B. TECH - Computer science & Engineering

Malla Reddy Engineering College

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Vinayak Kumar Nagori