Mekala S

Technical and Customer Support Professional with 5 years of experience providing high-quality service and resolving customer inquiries with professionalism and efficiency. Demonstrates a strong commitment to customer satisfaction through clear communication, attention to detail, and a solutions-focused mindset. Adept at fostering positive client relationships and consistently delivering a supportive and reliable customer experience.

Customer Support Executive at Techlances Consultancy Services Pvt. Ltd. (2024-10 – 2025-02)

• Interacted with clients to understand queries and provide timely technical support
• Acted as a bridge between clients and the development team during issue resolution
• Performed basic application testing by validating features before client demonstrations
• Tested different user scenarios and basic application flows to identify issues
• Identified and reported bugs, coordinated with developers on fixes, and verified issues before closure
• Validated fixes after issue resolution to ensure problems were completely resolved before closing tickets
• Wrote basic UI test cases covering key user flows and scenarios
• Tracked and managed bugs using Jira
• Created and updated knowledge base articles, FAQs, and common issue documentation
• Followed up with clients to ensure complete issue resolution and customer satisfaction
• Collected client feedback and shared improvement suggestions with internal teams
• Handled customers from Pakistan, UAE (Dubai), and other international regions

Technical Support Engineer – L1 at Movate Technologies Private Limited (2021-09 – 2023-05)

• Handled customer requests and troubleshot application-related issues
• Provided technical support via email and chat using Zendesk and CRM tools
• Managed and tracked customer tickets, ensuring timely resolution
• Prioritized tickets based on issue severity and customer impact
• Configured and troubleshot application issues
• Coordinated with international clients to resolve technical problems
• Created and updated knowledge base articles and internal support documentation
• Identified recurring issues and shared insights with internal teams
• Escalated complex issues to Level 2 support teams when required
• Handled high-volume support requests while maintaining quality and timely resolution
• Provided support to customers across the US, UK, Canada, and EMEA regions

Technical Support Engineer – L1 at CSS Corp Private Limited (2019-03 – 2020-01)

• Provided customer support for installation, maintenance, and upgrades
• Delivered support via phone, email, chat, and remote tools
• Used Zendesk for ticket handling, issue tracking, and customer communication
• Followed standard escalation procedures for unresolved issues
• Documented solutions and contributed to knowledge base and help articles
• Ensured issues were resolved by coordinating with internal teams
• Handled high-volume support requests while maintaining quality and timely resolution
• Supported international customers from the US, UK, Canada, and EMEA regions

Customer Service Executive at DHL Express India Private Limited (2016-05 – 2018-05)

• Handled customer interactions regarding tracking through phone, email and chat.
• Resolved customer complaints related to shipment overbooking and delivery issues.
• Ensured timely Follow up and track on shipment status & provided shipment delivery status to the customers.
• Handled escalated and upset queries, maintained and updated the import and export shipment queries from customers.
• Handled shipment-related queries for global customers including the US, UK, Canada, Italy, UAE, and other regions

Bachelor of Computer Science in Computer Science – Nehru Memorial College (2009-01 – 2012-01)

Master of Computer Applications in Computer Applications – Mahendra Engineering College (2012-01 – 2015-01)