Vamsi Kala
Hyderabad
Summary
Personable and dedicated Customer Service Representative with extensive experience in Motorsport industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Personable and dedicated Customer Service Representative with extensive experience in motorsport industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Senior Process Associate
Tata Consultancy Services
Hyderabad
07.2023 - Current
- As a part of system admin team we deal with the first level of assistance to users with initial analysis of the issues mentioned by the users and assisting the users with level 1.5 steps of trouble shootings, co-originating with multiple teams and finding the root cause of the issue via chats calls and email.
- Reporting to supporting managers and making sure to work on multiple tickets within given SLA range.
- Analyzed users feedback survey data to identify areas for improvement in customer service processes.
- Monitored team performance and provided coaching when needed.
- Assisted in the onboarding of new employees by providing training and guidance.
- Our main work force concentrates on ITSM, Active directory, incorporating of new systems and upgrades to existing users. Installations, configurations and troubleshooting.
- We were also apart of SAP Admin team, where we used to work on access assignment to non-prod systems. GRC submissions and status tracking for the requests.
Sr. Customer Support Associate
Tech Mahindra PVT LTD
Pune
01.2022 - 07.2023
- Worked on claims and cases related to warranty. Where I worked on different software such as SAP S/4 and salesforce as a end user and also was proficient on the tools.
- Checking with the customers purchase orders and informing the dealers if the part can be warrantied or not.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with motorsports industry where the dealers used to reach us via calls, chats and emails to get confirmations on warranty related issues for the machines that were purchased by the customers.
Support Executive
Examity India Online Proctoring LLP
Hyderabad
05.2019 - 12.2021
- Resolving queries of the students and staff in a timely maner and reporting to the team leads and supervisors proactively.
- Handling multiple chats and calls on high flow days.
- Providing accurate information to the test takers or clients regarding the issues and resolving them by maintaining AHT.
- Informing team leads and supervisors regarding issues faced internally and for clients.
Education
Bachelor of Science -
Pragati Degree College
Hyderabad09.2021
High School Diploma -
NRI Junior College
Hyderabad05.2015
High School Diploma -
New Era High School
Hyderabad04.2013
Skills
Tracking and Documentation
- Multitasking and Prioritization
- Worked with salesforce as a ticketing and managing tool
- SAP S/4 for managing the claims and supply chain management for details regarding warehouses, parts etc
- Hands on Microsoft applications as Excel, Word, Powerpoint And also efficiently using Google Docs, Google sheet
- Customer Service
- Technical Troubleshooting
- Organizational Skills
- Training Materials Development
- Senior Leadership Support
- Promotional Support
- Troubleshooting Network Issues
- Basic Knowledge on creating web pages with HTML, CSS, SASS, Bootstrap, Python, C and also pursuing CS50 web development course to attain good knowledge on programming languages
- Having a basic understanding on Git, VS Code
Accomplishments
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Recognized with Bravo award on october for outstanding performance and team contributions.
- Consistently maintained high customer satisfaction ratings.
- NCC "C" certificate holder in college and successfully lead a group of 200 cadets in camps.
Languages
English
First Language
Hindi
Advanced
C1
Telugu
Advanced
C1
Hobbies
- Surfing on internet looking up for new technologies.
- Mobile Gaming as BGMI, Shadow Fight, APEX Legends, Call of Duty, Asphalt etc.. and also checking for games that are much user friendly and a good potential to run as a mobile application.
- Love to ride motor bikes and to have a full on fun in the weekend rides.
- Having a good hands on as a sketch artist and challenging myself to complete a sketch within a set time.
- I am a beginner in aquascaping where I try to replicate nature form in an aquarium.
Timeline
Senior Process Associate
Tata Consultancy Services
07.2023 - Current
Sr. Customer Support Associate
Tech Mahindra PVT LTD
01.2022 - 07.2023
Support Executive
Examity India Online Proctoring LLP
05.2019 - 12.2021
Bachelor of Science -
Pragati Degree College
High School Diploma -
NRI Junior College
High School Diploma -
New Era High School
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