Dhanalakshmi Seshathiri
Chennai
Summary
Professional with substantial experience in IT support, equipped to excel in senior-level role. Demonstrates strong analytical and problem-solving skills, adept at troubleshooting and resolving complex technical issues. Consistently collaborates with team members to enhance service delivery and adapt to evolving needs, ensuring reliable and efficient support. Known for excellent communication, technical expertise, and results-focused approach.
Overview
7
7
years of professional experience
Work History
Senior Service Desk Analyst
Tavant
08.2023 - Current
- Technical Support Specialist with experience in voice-based processes, offering expertise in troubleshooting applications such as Outlook, driver installations, and internal systems.
- Proficient in managing inbound calls, providing remote support, and resolving technical issues efficiently.
- Skilled in creating and managing Incident Tickets, ensuring accurate documentation and timely escalation to the appropriate teams.
- Experienced in delivering comprehensive support through both calls and emails, ensuring high customer satisfaction.
- Played an instrumental role in training new employees, equipping them with critical process knowledge to ensure smooth onboarding and team productivity.
- Experienced in Mortgage Insurance Operations, specializing in evaluating and processing insurance applications, ensuring compliance with industry standards and regulatory requirements.
Senior Helpdesk Associate
NTT Data
02.2022 - 04.2023
- Proficiently managed a Technical Voice Process specializing in supporting critical applications utilized in hospital settings
- Successfully handled an average of 50 to 80 Inbound Calls daily, providing assistance to doctors and nurses encountering issues with the applications
- Demonstrated efficiency in creating and assigning tickets to respective teams for further assistance, including support for both L1 and L2 tickets
- Engaged in comprehensive call, email, and chat support while ensuring daily report generation
- Additionally, contributed to the onboarding process by training new employees with essential process knowledge
- Dhanalakshmi Seshathiri
- Mobile: +91 9087460806
- E-Mail: priyasesha3696@gmail.com
Customer Support Executive/ CRM Admin
SunEdison
01.2021 - 02.2022
- Manual updating of lead from various sources
- Target of making 80 outbound calls and giving High quality site survey
- (Customers will enquire through online portal to buy solar
- My job is to make outbound calls to the customer and explain in detail about Solar panel and its complete system and will push the lead to next stage.)
- Target of achieving, assigning leads to the team within 5 minutes
- Lead a team of 12 members
- (Solving their queries and provide the day-to-day updates)
- Training the new members of the team with product and process knowledge
- Learned and worked in HubSpot Tool
- Supported and worked for IT team
- Possess knowledge to create Reports for the entire process, according to their requirement.
Associate Engineer
CSS Corp Pvt Ltd
03.2018 - 01.2021
- Creating tasks in Salesforce based on customer's (Enterprises) queries/requests and assigning it to concerned teams
- Managing the in and out emails, chats and following up with business partners, sales team, and clients until the tasks are completed
- Placing new orders in SAP/E-buy; verifying the orders placed by business partners or End users through web application
- Applying discounts to the orders based on the customer’s privileges
- Setting up shipping conditions based on their need
- Generating license keys for software with the help of Actis and E-buy
- Creating contracts for the support customer purchase for the software
- Managing the inventory, creation, and deletion of deliveries; coordinating with the logistics team, shipping carriers, including third party vendors and the customers making sure that the product gets delivered safely on time
- Validating and sharing serial numbers, packing lists, POD’s and tracking details to the customer
- Providing stock availability, lead time and shipping charges to business partners so that they set correct expectations to their end customers
- Creating invoices, credits, rebilling; managing rebate claims, and stock rotations
- Cancellation of invoices, adjusting taxes; coordinating communication between customers and accounts receivable team in terms of any discrepancies
- Creating return orders for the defective/ damaged units or the wrong products purchased by customers, sending replacements on time
- Creating entitlements for customers based on the support they purchase
- Maintaining customer information in a database; Validating purchase rights, resetting the user account passwords
- Creation and extraction of reports in Salesforce
- Sharing productivity and pending reports to clients, performing QC, giving training, thereby trying to improve the team's performance
- Transaction codes used in SAP: VA01, 02, 03; VA41, 42, 43; VF01, 02, 03, MD04, ZSN, SP01, ME21N, 22N, 23N, ZS02,VL22.
Customer Support Executive
Sutherland Global Service
08.2017 - 03.2018
- Worked in Sutherland for Amazon Process (Domestic Voice Process - English)
- Completely worked on Inbound calls and maintaining AHT.
Education
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Dhanalakshmi College of Engineering
Skills
- Advanced Technical issues analysis
- Customer Inquiry Management (CIM)
- Training and demonstration development
- Trend detection and analysis
Timeline
Senior Service Desk Analyst
Tavant
08.2023 - Current
Senior Helpdesk Associate
NTT Data
02.2022 - 04.2023
Customer Support Executive/ CRM Admin
SunEdison
01.2021 - 02.2022
Associate Engineer
CSS Corp Pvt Ltd
03.2018 - 01.2021
Customer Support Executive
Sutherland Global Service
08.2017 - 03.2018
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Dhanalakshmi College of Engineering
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