Playing Sports
Yoganand C
IT Service Delivery Executuve
Mysore
Summary
I am a graduate in Science,having a Professional record of Customer handling and IT service Delivery working in Domestic BPO and IT Service Management
Overview
16
16
years of professional experience
7
7
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Senior Customer Service Representative
Rapido captain care
Mysore
07.2018 - 11.2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
IT Support Specialist
Cognizant Ltd
Bengaluru
01.2022 - 04.2023
- Used ticketing systems to manage and process support actions and requests.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Incident Manager
Accenture Pvt Ltd
Bengaluru
05.2013 - 08.2014
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
IT Service Desk Analyst
Wipro Ltd
Mysore
04.2010 - 02.2012
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Representative
HGS
Mysore
08.2009 - 04.2010
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
Customer Service Representative
Spice BPO
Mysore
08.2007 - 06.2008
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
Manasarowara Pushkarini Vidyashrama
Mysore 06.2000 - 06.2001
Pre-University College -
Government Science College`
Hassan 06.2003 - 06.2004
Bachelor of Science -
Sarada Vilas College
Mysore 06.2004 - 05.2009
Skills
Interpersonal communications
Accomplishments
Received Best Performer award for 100% CSAT score by Wipro Infotech in the Year 2011
Certification
ITIL V4
Interests
Reading books and Internet Blogs
Timeline
IT Support Specialist
Cognizant Ltd
01.2022 - 04.2023
ITIL V4
01-2021
Senior Customer Service Representative
Rapido captain care
07.2018 - 11.2023
Incident Manager
Accenture Pvt Ltd
05.2013 - 08.2014
IT Service Desk Analyst
Wipro Ltd
04.2010 - 02.2012
Customer Service Representative
HGS
08.2009 - 04.2010
Customer Service Representative
Spice BPO
08.2007 - 06.2008
Bachelor of Science -
Sarada Vilas College
06.2004 - 05.2009
Pre-University College -
Government Science College`
06.2003 - 06.2004
High School Diploma -
Manasarowara Pushkarini Vidyashrama
06.2000 - 06.2001
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