Srinivas Mouli Meda

Detail-oriented Technical Support professional with 3.5+ years of experience across customer support, backend troubleshooting, and ticket-based operations. Proven ability to manage customer cases end to end with accurate documentation, SLA-focused delivery, and cross-team coordination. Experienced with CRM and workflow tools including Salesforce and Cielo CRM, along with weekly performance reporting using MS Excel.

Seeking to contribute to Deloitte Shared Services India as a Customer Support Executive - Payroll by applying strong troubleshooting, customer communication, and process-compliant support execution.

Engineer 1 at Pearce Services Global (2025-07 – Present)

• Engineered and validated high-precision FTTH fiber network designs tailored to Google Fiber infrastructure requirements.
• Utilized AutoCAD, QGIS, and Google Earth to generate comprehensive technical drawings and spatial network models.
• Maintained consistent productivity by producing approximately one complete fiber design per day, depending on site complexity.
• Executed rigorous Quality Assurance (QA) checks and validation protocols prior to final client submission.
• Tracked deliverables, project timelines, and operational metrics using advanced Microsoft Excel reporting sheets.
• Communicated efficiently with external clients via Outlook and collaborated across teams using Microsoft Teams to resolve project queries promptly.
• Adhered strictly to design standards, technical SOPs, and client guidelines to ensure zero-defect deliverables.

E Support Officer at IntouchCX (2023-10 – 2024-12)

• Handled and resolved refund requests with a focus on speed and accuracy within global customer support workflows under the Dyson process.
• Leveraged Salesforce and Cielo CRM to audit customer accounts, log support tickets, and track resolution lifecycles.
• Verified payment transactions across multiple financial gateways to detect discrepancies and process accurate refunds in accordance with company policy.
• Investigated complex refund claims and collaborated with US-based cross-functional teams to resolve customer issues seamlessly.
• Generated weekly performance reports in Excel to monitor refund trends, dispute volumes, and resolution times.
• Consistently achieved high benchmarks in audit accuracy, operational productivity, and quality metrics.

Customer Service Executive at Concentrix (2017-12 – 2019-04)

• Delivered customer support across voice and non-voice communication channels, addressing inquiries related to products and services.
• Troubleshot functional issues, guided customers through resolution steps, and maintained high CSAT ratings.
• Identified critical escalations and seamlessly assigned cases to Tier-2 technical teams with detailed notes.
• Ensured compliance with contact center SLAs, quality guidelines, and workflow standard operating procedures.

B.Tech / B.E. in Mechanical Engineering – Chaitanya Engineering College, Visakhapatnam (2018)