JAVA
G RAMYATHENDRAL
OPERATIONS SUPPORT ANALYST
Chennai
Summary
To seek a challenging career in an organization having the environment that encourages continuous learning and provides exposure of new technologies, to achieve professional and personal growth in the field of information technology.
Overview
6
6
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Operations Support Analyst
CITI CORP SERVICES INDIA PVT LTD
07.2022 - Current
- Providing company information and policies to customers upon enquiry and answering questions via Online Chat.
- Explaining online Self-help options to customers so that they could find answers to questions on their own and after hours.
- Handling the Service Levels and requirements in production with maximum accuracy on quality and maintaining RSAT.
- Analyzing issues, logging complaint and providing resolutions for the client with FCR.
- Supporting & assisting the new FTE's to learn the etiquette's with policies and procedures.
- Reviewing Chats to learn from the positive & negative feedbacks.
- Accumulating reports for the team on compliance, training and tracking attendance.
- Submitted CARE ideas related to retail account tool to enhance user experience.
- Taking ownership for my performance as well as team's performance.
Technical Support Associate
TECH MAHINDRA PVT LTD
12.2020 - 07.2022
- Handling and resolving issues related to Mobile network, Modems and wireless networks via Online Chat or Call.
- Monitoring the service Levels and requirements in production.
- Accumulating reports and making presentations.
- Supporting the team in the absence of Team Lead.
- Analyzing issues and providing resolutions for the incidents.
- Performing audits on all the major Incidents/Tasks.
- Reviewing the chats and handling the escalated Chat with Customers.
Customer Service Representative
HCL TECHNOLOGIES LTD
06.2018 - 05.2020
- Handling and resolving issues related to E-commerce Business.
- Providing day-to-day support fro US customers through Email.
- Providing resolutions to customers ensure to complete within SLA.
- Resolving Conflicts, Listening and Understanding customers expectation by analyzing the gathered information from Client.
Education
Bachelor of Engineering - COMPUTER SCIENCE ENGINEERING
RMK ENGINEERING COLLEGE
GUMMIDIPONDI, THIRUVALLUR 05.2001 -
HIGHER SECONDARY EDUCATION -
RUKMANI VIDYALAYA HR.SEC.SCHOOL
CHENNAI 05.2001 -
Skills
Resource Planning
Decision-Making
Professionalism
Operational Efficiency
Time Management
Teamwork and Collaboration
Software
MS OFFICE TOOLS
LIVE ENGAGE, ORACLE, SALESFORCE KORE AI AND ECLIPSE
Certification
Receive a Copper Award for the performance in the First Quarter of the Year 2023.
Strengths
- Flexibility and Adaptability to work in any Environment.
- Self-motivated Hardworking person with positive attitude.
- Good Team Player.
Timeline
Receive a Copper Award for the performance in the Last Quarter of the Year 2023.
12-2023
Received an Appreciation from Onshore for maintaining the Performance Metrics in 2023
12-2023
Receive a Copper Award for the performance in the First Quarter of the Year 2023.
02-2023
Operations Support Analyst
CITI CORP SERVICES INDIA PVT LTD
07.2022 - Current
Technical Support Associate
TECH MAHINDRA PVT LTD
12.2020 - 07.2022
Customer Service Representative
HCL TECHNOLOGIES LTD
06.2018 - 05.2020
Bachelor of Engineering - COMPUTER SCIENCE ENGINEERING
RMK ENGINEERING COLLEGE
05.2001 -
HIGHER SECONDARY EDUCATION -
RUKMANI VIDYALAYA HR.SEC.SCHOOL
05.2001 -