MERCY PRATHYUSHA THATHAPUDI
Rochdale,Lancashire
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Teleperformance UK
12.2022 - Current
- Offered detailed advice on travel insurance packs and benefits.
- Verified every customer if he/she has any other benefits on different product in our company to provide discount.
- Adhered strictly to policies and procedures for continued company compliance.
- Registered and updated accurate customer information on database.
- Examined the medical conditions of customer and co-traveller as part of eligibility criteria for the policy.
- Offered prompt solutions to maintain customer satisfaction.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Recorded customer communications to maintain proper documentation.
- Tracked policies and processed renewals for existing customers.
- Assisted customers for purchasing and renewing the policy.
Content Moderator
Concentrix Daksh Pvt Ltd
05.2021 - 06.2022
- Looked out whether there is illegal, offensive or conspiracy data
- Reviewed enqueued videos for any violation as per policy guidelines
- Identified medical misinformation by using YURT tool
- Developed targeted advice for decision-makers on how best to reach target viewers and build awareness
- Reviewed uploader data on patterns and preferences.
- Fueled team performance by building strategy and implementing KPI targets to meet goals.
- Adhered to data protection and copyright laws using best practices.
Helpdesk Co-ordinator
Wipro Technologies Ltd
02.2019 - 08.2019
- Unlocking & resetting password for Active Directory ID
- Supported IT staff on support work
- Handled calls to ensure timely resolution as per senior management's Service Level Agreement (SLA)
- Answered helpdesk lines and troubleshoot through IBM controller remotely
- Attended support calls, emails for first level technical support
- Transferred customer calls to respective department or personnel to address specific issues.
- Solved routine issues and escalated complex issues based on priority
- Supported out-of-hours service by working unsociable hours on-call.
- Ensured user satisfaction through continuous status information
- Developed and managed internal and external support documentation
- Supervised and managed daily work activities of 15 IT Helpdesk staff
- Utilized Helpdesk ticketing system to communicate with customers, managing up to 500+ tickets per day
- Handled escalated customer queries and disputes, finding swift resolutions within 10 minutes to promote excellent customer relations.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
Education
Secondary School Certificate -
BRILLIANT GRAMMAR HIGH SCHOOL
Intermediate - Mathematics Physics Chemistry
NARAYANA JUNIOR COLLEGE
Bachelor of Technology - ECE
KARUNYA UNIVERSITY Coimbatore
Skills
- Payment processing
- Data confidentiality
- Queue management
- Project deadline management
- Telephone etiquette
- Administrative support
- Quality Management
Accomplishments
- Project on Digital Processing titled APPLICATION OF ICA TECHNIQUES IN ADHD FOR ACCESING COGNITIVE PERFORMANCE in Karunya University.
- Mini project on VLSI design titled DESIGN OF LOW EDGE TRIGGERED FLIIPFLOPS USING DEEP SUBMICRON TECHNOLOGY in Karunya University
- Participated in one day workshop on “GO2UVM for verifying IC designs” held at Karunya University
- Participated in one day awareness workshop on “Intellectual Property Rights” held at Karunya University
- Have done Inplant Training in “Basic Telecom” at Regional Telecom Training Centre, BSNL, Hyderabad from 6th June 2016 to 18th June 2016
- Have done Internship Training in “Study of CNC machines” at BHEL, Hyderabad from 15th May 2017 to 29th May 2017.
- Certified Council of Europe level B1 in Cambridge English Entry Level Certificate in ESOL International, as part of the University of Cambridge.
Languages
English
Advanced
Hindi
Advanced
Telugu
Native
REFERENCES
1. Mr. Harsha, Manager, Wipro Technologies Ltd
2. Mr.Raghupati, Team Leader, Concentrix Daksh Pvt Ltd
3. Mrs. Julie McDaid, Team Leader, Teleperformance.
Timeline
Customer Service Specialist
Teleperformance UK
12.2022 - Current
Content Moderator
Concentrix Daksh Pvt Ltd
05.2021 - 06.2022
Helpdesk Co-ordinator
Wipro Technologies Ltd
02.2019 - 08.2019
Secondary School Certificate -
BRILLIANT GRAMMAR HIGH SCHOOL
Intermediate - Mathematics Physics Chemistry
NARAYANA JUNIOR COLLEGE
Bachelor of Technology - ECE
KARUNYA UNIVERSITY Coimbatore
Similar Profiles
Andrew RooneyAndrew Rooney
Assistant Contact Centre Manager at Teleperformance UKAssistant Contact Centre Manager at Teleperformance UK
KIRAN JAMILKIRAN JAMIL
Customer service representative at Teleperformance UKCustomer service representative at Teleperformance UK
Adhnan PatelAdhnan Patel
Customer service agent at Teleperformance UKCustomer service agent at Teleperformance UK