Sushmitha

Customer Experience Specialist with 7 years of experience at Electronic Arts, handling high-volume player support across email, chat, social media, and other non-voice channels. Skilled in technical troubleshooting, account management, complex escalations, and support operations, with a track record of resolving 60+ inquiries daily, achieving 98.6% quality, and maintaining strong customer satisfaction. Experienced in process improvement, compliance, reporting, and training support teams.

Customer Experience Specialist - Electronic Arts Games India Private Limited - Hyderabad, India

(2019-07 - 2026-07)

• Resolved an average of 60+ player inquiries per day through email, chat, social media, and other non-voice channels while meeting or exceeding resolution targets.
• Managed 15+ complex escalations per week involving player accounts, gameplay, technical issues, and purchases, maintaining a 4.3 customer satisfaction score.
• Achieved a 98.6% quality score while meeting response-time and case-resolution targets.
• Maintained detailed records of customer interactions, troubleshooting steps, and case outcomes to support efficient resolutions and process improvements.
• Analyzed support data to identify recurring issues and recommend changes aimed at reducing repeat contacts.
• Created 6 training guides and resources covering customer service, support processes, and escalation procedures.
• Trained and onboarded 12+ team members, sharing knowledge of support systems and team guidelines.
• Followed GDPR and COPPA requirements when handling customer information, achieving 100% compliance in quality audits.
• Compiled and shared weekly reports highlighting top issues and trends across a few games with stakeholders.

Research Analyst - Global Data - Hyderabad, India

(2018-10 - 2019-05)

• Conducted detailed research and analysis to identify trends, operational risks, and performance improvement opportunities.
• Validated information through primary and secondary research to support accurate decision-making and strengthen the reliability of business insights.
• Managed research priorities efficiently to meet deadlines, support multiple workstreams, and improve turnaround time on deliverables.
• Synthesized complex information into actionable findings for stakeholders, enabling better operational and strategic decisions.

MBA - Human Resource Management - GITAM College (2018-08 - 2020-05)

Bachelor of Technology - Computer Science - Jawaharlal Nehru Technological University Kakinada (2014-08 - 2018-03)