Deepika Rao

Results-driven International Chat Support and Technical Support professional with experience in fast-paced customer service environments for global brands. Skilled in handling high-volume chat interactions, technical troubleshooting, billing and account support, customer retention, and SLA-driven operations. Experienced with Zendesk and Jira for ticket management and issue tracking, with a strong focus on CSAT, FCR, customer experience, and effective problem resolution.

International Chat Support Executive - TECH MAHINDRA - Hyderabad, India

(2025-03 - 2026-05)

• Managed high-volume international chat queues, assisting global customers with internet data plans, billing cycles, account queries, and promotional offers.
• Resolved technical and connectivity issues through structured troubleshooting while maintaining strong customer satisfaction and service quality.
• Identified cross-selling and upselling opportunities based on customer needs, supporting package upgrades and retention.
• Worked within defined SLAs and operational metrics while managing multiple customer conversations efficiently.

Technical Support Executive - TELEPERFORMANCE - Hyderabad, India

(2024-08 - 2025-03)

• Handled simultaneous text-based chat sessions involving hardware, application errors, account access, and billing discrepancies.
• Performed technical troubleshooting and guided customers through clear, step-by-step resolutions to improve customer experience.
• Educated subscribers on upgrade benefits and supported migrations to higher-speed internet plans.
• Maintained response-time, AHT, and SLA expectations while handling multiple active chats.

International Chat Support Professional - SUTHERLAND GLOBAL SERVICES - Hyderabad, India

(2023-10 - 2024-08)

• Provided international chat support for Spotify users, resolving account lockouts, payment issues, premium renewals, and mobile/smart-device compatibility concerns.
• Used structured troubleshooting and digital walkthroughs to resolve customer issues and improve resolution outcomes.
• Collaborated with Tier-2 technical support teams to report system bugs, platform issues, and interface-related problems.
• Used Zendesk and Jira ticketing workflows to document, track, and escalate customer and technical issues.

Content Management Executive - CLOUDEDZ PVT LTD - Hyderabad, India

(2020-01 - 2021-01)

• Managed educational modules and curriculum uploads for the Infinity Learn digital learning platform under the Sri Chaitanya Education umbrella.
• Monitored content consistency, validated digital assets, and identified technical navigation issues to maintain a user-friendly platform.

Diploma - Electrical & Electronics Engineering - VNR Vignana Jyothi Institute of Engineering and Technology

Secondary School Certificate - Narayana e-Techno School (2016)