Sravani - Customer Support Specialist with 4+ years in International Client Engagement

Experienced in managing global client interactions through chat and voice channels, ensuring high-quality service.

Skilled in understanding client needs and providing clear, empathetic support across diverse communication platforms.

Proficient in resolving complex issues efficiently, maintaining positive client relationships.

Hands-on experience with Salesforce, JIRA, and Zendesk to manage customer interactions and incident tracking.

Managed real-time International Chat Support for global clients, ensuring a first-response time of under 60 seconds.. Simultaneously managed multiple chat sessions while maintaining high accuracy and customer satisfaction (CSAT) scores.. Collaborated with cross-functional technical teams to resolve high-priority (P1/P2) incidents within stipulated SLAs.. Maintained detailed documentation of technical solutions in the knowledge base for standard operating procedures (SOPs).. Monitored daily system performance and used SQL queries to update and validate customer data.. Acted as a primary point of contact for clients, ensuring customer satisfaction.

Handled inbound calls from US and UK customers, providing technical and service-related assistance with a neutral global accent.. Focused on building rapport and providing a high-quality experience, consistently achieving customer satisfaction reviews.. Actively listened to customer grievances and provided immediate solutions, ensuring First Call Resolution.. Adhered to strict international voice protocols, including professional greetings, active listening, and proper call hold/transfer procedures.. Accurately logged call details and customer interactions in the CRM database for future reference and tracking.. Successfully worked in 24/7 rotational shifts, including night shifts, to support international business hours.. Participated in daily huddles to discuss process updates and improve team Average Handling Time (AHT).