Poreddy Sony1991

Customer Support Specialist with 6+ years of experience in resolving customer queries through ticketing systems such as Zendesk, freshdesk, Jira. Skilled in managing high volumes of customer requests, ensuring timely resolution, and maintaining high CSAT and SLA compliance. Adapt at managing client relationships, meeting performance metrics, and identifying process improvement opportunities.

Senior Process Executive - Accenture

(2024-06 - 2025-01)

Worked with proven expertise in managing customer tickets for leading e-commerce platforms. Experienced in addressing post-order issues, pre-order returns, TAT and escalations while ensuring accuracy, empathy, and professionalism. Adept at maintaining service quality metrics such as AHT, ART, FCR, and customer satisfaction scores. Supported API-based service workflows to improve system efficiency and data accuracy.

• Handling 25+ people in a Team. Worked towards Accuracy and Quality by the end of the month.
• Used ticketing systems (e.g., Zendesk, Jira) to manage support workflows and monitor SLAs. Ensuring that all SLA'S deliver according to the specifications and guidelines.
• Address customer inquiries over the Call, Chat and Email regarding order status, Delivery related, pickup related, returns and replacements.

Process Associate - Genpact India Pvt Ltd

(2022-02 - 2024-01)

• Manage customer inquiries via phone, email, and chat in a timely and professional manner.
• Managing tickets related to order fulfillment, refund delays, and logistics issues.
• Performed basic data analysis on ticket trends to identify recurring issues and suggest process improvements.
• Day-to-Day Use of Jira for Customer Support Chatbots or integrations like Zendesk, Intercom. Maintained strong client relationships by providing prompt responses.

Senior Process Executive - Cognizant

(2018-02 - 2020-01)

Created internal documentation to reduce repetitive inquiries, improving resolution on time.

• Respond to customer inquiries via email, chat, and phone, resolving 40–60 tickets daily with a 95%+ CSAT score.
• Use Jira to log, track, and escalate technical issues to internal teams.
• Collaborated with QA and other TL'S by attending Calib calls with clients in order to raise insights and also presenting reports, dashboards about folks performance, recurring bugs and track resolution.
• Address customer inquiries over the Call, Chat and Email regarding order status, Delivery related, pickup related, returns and replacements.

Support Specialist - Randstad(Google)

(2014-02 - 2016-01)

Assisted in training new team members on order management systems and best practices. Resolving Internal customers inquiries, troubleshooting issues, and ensuring a positive experience. Improving workflows, reducing resolution time, and enhancing efficiency.

• Handled Tier 1 & 2 support requests, including billing, account issues, and product troubleshooting.
• Maintained detailed records of interactions and resolutions using CRM and ticketing systems like Freshdesk/Zendesk.
• Recognized for maintaining a customer satisfaction rating across all channels.
• Log and track issues and categorize and prioritize based on urgency and impact. Close tickets once resolved and follow up with the customer.
• Transfer unresolved or critical issues to the appropriate department. Ensure proper documentation is included for smooth handoff.
• Record and summarize feedback for product or service improvements. Participate in customer satisfaction surveys like CSAT.

MBA - Human Resources - Osmania University, Hyderabad, Telangana

Degree - B.Com(Computers) - Sri Sai Vignan Bharathi College