Experienced technical engineer and data analyst with a strong background in creating records for clients and providing remote assistance to troubleshoot and resolve issues. In addition to technical engineering expertise, brings two years of customer support experience. Driven by a passion for utilizing data to inform decision-making and improve the customer experience.
Hi, I’m
BANGARU PRASANNA
Chennai
Summary
Overview
2
years of professional experience
1
Certification
Work History
IOPEX Technologies
Technical Engineer
05.2023 - 10.2024
Job overview
- Assisting customers in onboarding new devices and in troubleshooting existing devices
- Maintaining a deep understanding of the products or services to answer customer queries and provide appropriate recommendations accurately
- Maintaining records of customer interactions and problem resolutions
- Analyzing complex situations, thought critically, and took proactive steps to resolve issues, collaborating with other departments when necessary
- Diagnosed and troubleshoot technical problems, offering effective solutions and guiding customers through troubleshooting steps
- Gathering customer feedback and reporting recurring issues or suggestions to the appropriate teams for process improvement and it improved 30% of annual revenue
- Collaborating with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment
Teleperformance
Sr. Customer Support
06.2022 - 05.2023
Job overview
- Providing first-level support to customer inquiries and issues via phone, email, or chat
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive experience for clients
- Developed and maintained knowledge of company products, services, and policies to provide accurate information and support
- Implemented process improvements based on customer feedback and performance metrics to enhance efficiency and satisfaction, improving the market value to 7%
- Conducted customer feedback surveys to gather insights and improve service quality
Education
KGISL Institute of Technologies
Computer Science from Engineering
08.2020
University Overview
Skills
- Support ServiceNow(Ticketing System) & Ticket Management
- CRM tools (Salesforce), support ticket tracking, issue resolution
- Documentation & Knowledge Base: Creating and maintaining support documentation
- Customer Success & Retention: High customer satisfaction, relationship management
- SaaS product support
- Data Analysis & Reporting: Excel, Google Sheets, customer insights analysis
- Technical Troubleshooting: Hardware, software, and network issue diagnosis and resolution
- Cross-Functional Collaboration: Working with development, sales, and marketing teams
- Time Management & SLA Compliance: Efficient task handling, adherence to Service Level Agreements (SLAs) High-Volume Support: Managing large ticket volumes, resolving complex issues
Accomplishments
Accomplishments
- Increased annual revenue by 30% through improved onboarding processes.
- Enhanced market value by 7% via process improvements.
- Resolved 95% of customer issues on first contact.
- Reduced troubleshooting time by 40%, improving operational efficiency.
Languages
English
Hindi
Tamil
Certification
- Certified SQL for Data Analyst with IBM
Availability
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementSoftware
SQL
Python
Excel
PowerBI
Salesforce
Googlesheeets
Timeline
Technical Engineer
IOPEX Technologies
05.2023 - 10.2024
Sr. Customer Support
Teleperformance
06.2022 - 05.2023
KGISL Institute of Technologies
Computer Science from Engineering
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