Naga Sai Prasanna Gaddam

Personable and knowledgeable analytical technical support with over 4 years of experience assisting customers with various hardware and software-related issues. Works effectively with cross-functional teams to ensure operational and service excellence. Level-headed and calm in stressful situations with well-developed skills.

Technical support associate (April 2022 – April 2023) Accenture Solutions Pvt Ltd • Established efficient workflow processes, monitored productivity, and implemented modifications to improve the overall effectiveness of personnel and activities. • Manage client communications including email programs and team review calls. Results-driven, skilled subject matter expert focused on achieving success and increased productivity. • Demonstrated ability to train, manage, and motivate team members to achieve organizational objectives. • Coordinated product order administration, satisfying client needs and ensuring delivery. • Promptly handled daily customer concerns and inquiries with 98% customer satisfaction. • Provide in-depth technical support to clients at a tier 2 level solving issues without transferring to tier 3 support.

 E-Support Officer Band S2 (December 2020 – April 2022) 24-7Intouch, Hyderabad • Managed CRM database, including updates and reports. Good at multitasking managed team as well as reports. • Worked with company systems such as Live support and diligently completed all assigned tasks, working overtime as needed. • Answered open-ended questions/chats or issues from customers to determine which product or services would be best fit for customer’s needs. • Researched, calmed, and rapidly resolved client conflicts to prevent loss of business sales. • Assisted clients with general support for hardware, software, peripherals, network connections, and external software. • Resolve software and technical questions for customers efficiently and effectively. • Training of over thirty new employees in effective communication and customer service relationships and in-store policies. 

TRON Analyst (Analytical Technical Support) August 2018 to February 2020. Amazon Development Centre, Hyderabad • Understand the issue and make the best use of the available resources to resolve all the queries. • Assisted customers with more difficult technical issues requiring a greater level of personalized care and greater length. • We also deal with internal and external stakeholders or sometimes with our internalcustomers i.e., Teams of FCs through mobile communication or emailing. • Processed inbound and outbound technical support calls at a 20% faster rate than t h e teamaverage. Provide thorough Support and Problem resolution for customers. • Drive the results in a live environment. Informed customers about issue resolution. Massiveurge for me to Analyze and Detect exceptions.

SSC from Sai High School (Hyderabad), 2010 with 92.6% • 

Intermediate from Sri Chaitanya Junior College (Hyderabad) in MPC (2011-2013) with 93.8% •

 Bachelor of Technology degree in Electronics and Communication Engineering (ECE) from Ellenki College of Engineering & Technology (Hyderabad) affiliated to JNTUH (2013 to 2017) with an aggregate of 65.70%.