Senior Technical Support - VXI Global Solutions
(2025-12)
- Providing technical support via calls, chat, and email.
- Troubleshooting hardware, software, and network-related issues.
- Assisting customers with step-by-step issue resolution.
- Handling escalations and ensuring timely ticket closure.
- Maintaining documentation in ticketing systems.
- Collaborating with internal teams for issue resolution.
- Ensuring high customer satisfaction and service quality.
- Identifying recurring issues and suggesting improvements.
Senior Counsellor - Simandhar Education
(2024-10 - 2025-10)
- Connected with prospective students via calls, emails, and chats to explain courses and career opportunities.
- Converted leads into enrollments by effectively addressing queries and objections.
- Managed end-to-end admission process including follow-ups and onboarding support.
- Guided students on course selection based on career goals and eligibility.
- Coordinated with internal teams for smooth onboarding and documentation.
- Monitored student onboarding calls and ensured quality interactions.
- Handled student concerns through CRM tools (like Zoho) and ensured timely resolution.
- Maintained and tracked leads, conversions, and follow-ups in dashboards.
- Conducted regular follow-ups to improve conversion rates and customer engagement.
- Provided feedback and mentoring to team members to improve performance.
- Prepared daily and weekly reports on sales, leads, and team performance.
- Ensured excellent customer experience throughout the admission lifecycle.
Quality Analyst - Teleperformance, Pocharam - Pocharam
(2023-01 - 2024-07)
- Audited calls and identified performance gaps.
- Provided feedback and corrective action plans.
- Conducted mock calls and training sessions.
- Handled onboarding and certification evaluations.
Process Associate & Quality Analyst (International Process) - Wipro - Gopanapally
(2021-07 - 2022-12)
- Managed customer orders, returns, and refunds.
- Worked on Australia & New Zealand processes.
- Conducted quality audits and feedback sessions.
- Collaborated with teams and managers for improvements.
Process Associate - Genpact - Uppal
(2019-03 - 2019-09)
- Assisted customers with product-related queries.
- Maintained records and documentation.
- Supported issue resolution and operations.
