Ramesh Guda Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Ka, In

Bengaluru Area, India

" Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals." Scheduled staff shifts to cover peaks and lulls in customer inquiries." Effective liaison between customers and internal departments." Investigated and resolved customer inquiries and complaints in an empathetic manner." Managed workflow to exceed quality service goals." Trained staff on operating procedures and company services." Met all customer call guidelines… Show more " Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals." Scheduled staff shifts to cover peaks and lulls in customer inquiries." Effective liaison between customers and internal departments." Investigated and resolved customer inquiries and complaints in an empathetic manner." Managed workflow to exceed quality service goals." Trained staff on operating procedures and company services." Met all customer call guidelines including service levels, handle time and productivity." Developed and evolved the consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications." Translated business goals, feature concepts and customer need into prioritized product requirements and use cases." Coached and mentored new staff members, including conducting performance reviews." Identified potential sales and cross-selling opportunities." Remained up-to-date on the latest technologies and solutions applicable to company products." Followed up with clients to ensure optimal customer satisfaction." Appropriately documented all transactions and pertinent interactions. Show less

" Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff." Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access." Developed work-flow charts and diagrams to ensure production team compliance with client deadlines." Provided on-call support for critical issues." Assisted customers with order placing." Reviewed technical documentation and… Show more " Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff." Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access." Developed work-flow charts and diagrams to ensure production team compliance with client deadlines." Provided on-call support for critical issues." Assisted customers with order placing." Reviewed technical documentation and procedures." Used scripting skills to contribute to internal tools." Answered telephone calls promptly and minimized delays that could lead to abandoned calls." Supervised the work of team members, offering constructive feedback on their work performance." Monitored timelines and flagged potential issues to be addressed. Show less

Chennai Area, India

" Problem recording through service desk tool and owning them until resolution effectively " Using knowledge-base and diagnostic tool for providing Level 1 Support" Co-coordinating with the onsite and offshore support team for updating and resolving tickets within stipulated SLA" Preparing 24/7 Shift roasters for team members" Administering process design improvements to reduce SLA slippage" Preparing Monthly / Quarterly Score Cards and Steering committee Reports and… Show more " Problem recording through service desk tool and owning them until resolution effectively " Using knowledge-base and diagnostic tool for providing Level 1 Support" Co-coordinating with the onsite and offshore support team for updating and resolving tickets within stipulated SLA" Preparing 24/7 Shift roasters for team members" Administering process design improvements to reduce SLA slippage" Preparing Monthly / Quarterly Score Cards and Steering committee Reports and presentations " Client Interface - Presentations and Demo on Helpdesk activities and achievements" Creation and maintenance of process documents in accordance with Statement of Work as signed off with Clients Show less