Sidhita Addagatla

Sr. Customer Support Executive

Mumbai, MaharashtraMember since May 1, 2025

Customer ServiceChat SupportCustomer Satisfaction (CSAT)Ticket ManagementCRM ToolsDocumentationProcess ImprovementCommunicationMultitasking

About

Dedicated and customer-focused Senior Customer Support Executive with over 3 years of experience in delivering exceptional customer service through phone, email, and chat support. Skilled in resolving customer issues efficiently, handling escalations, maintaining high customer satisfaction, and building strong client relationships. Experienced in CRM tools, ticket management systems, and cross-functional collaboration to ensure timely issue resolution.

Strong communication, problem-solving, and multitasking abilities with a proven track record of meeting service level agreements (SLAs) and contributing to team success.

Experience

Sr. Customer Support Executive - MirrawOnline Services Private Limited - Mumbai, India

(2022-12)

Delivered exceptional customer support through phone, email, and chat channels, consistently achieving high Customer Satisfaction (CSAT) scores while ensuring timely issue resolution within defined SLAs.
Resolved complex customer queries and escalations by collaborating with cross-functional teams, significantly improving first-contact resolution and enhancing the overall customer experience.
Managed customer complaints, billing inquiries, account-related issues, and service requests with professionalism, ensuring accurate documentation and timely follow-ups using CRM and ticketing systems.
Trained and mentored new customer support executives on support processes, product knowledge, and customer handling techniques, contributing to improved team productivity and service quality.
Monitored support tickets, prioritized critical issues, and coordinated with technical and operations teams to ensure quick resolution of customer concerns and minimal service disruption.
Analyzed customer feedback and recurring issues to identify process improvement opportunities, helping reduce repeat incidents and enhance overall service efficiency.
Maintained detailed records of customer interactions, escalations, and resolutions while ensuring compliance with organizational policies, quality standards, and data security guidelines.
Consistently met and exceeded key performance metrics, including SLA adherence, response time, resolution time, customer satisfaction, and productivity targets in a fast-paced customer support environment.