Vailamudi Hemapriya

Motivated and detail-oriented professional seeking a position in a non-voice process role where I can leverage strong written communication, analytical skills, and customer service expertise to efficiently handle email/chat support, resolve queries, and contribute to organizational success. Dedicated to maintaining accuracy, meeting SLA targets, and ensuring high customer satisfaction through effective problem-solving and process management.

Customer Support (Email & Semi-Voice Process) at Altruist technologies PVT. LTD (2025-01 – Present)

Led retention team handling cases via email, chat, and semi-voice channels. Managed escalated cases and negotiated with at-risk clients to reduce churn. Implemented retention strategies and supervised daily operations.

• Led retention team handling cases via email, chat, and semi-voice channels
• Managed escalated cases and negotiated with at-risk clients to reduce churn
• Implemented retention strategies that improved customer satisfaction and reduced cancellations
• Supervised daily operations and coached team members to meet SLA targets
• Achieved a 25% increase retention rate by proactively identifying customer pain points and offering personalized resolutions

MCA in Master of Computer Applications – SKIIMS COLLEGE (2024)