Divyasree Baredu
Hyderabad
Summary
Dynamic professional with a proven track record at Unisys, excelling in remote support and customer satisfaction. Skilled in hardware and software troubleshooting, adept at SLA compliance and problem-solving. Demonstrated ability to exceed resolution targets and enhance service levels, achieving top-tier customer service ratings.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Support Services Representative
Unisys
Hyderabad
07.2021 - Current
- 2nd Level telephone contact support and respond to and resolve customer requests, in relation to software, hardware, and network operations difficulties, by providing fast, efficient, and friendly customer service.
- Must be logged into the call system so that HHO's can be received, have the ability to resolve problems with or without remote tools, consistently achieve First Contact Resolution performance metrics, and accurately document calls and cases.
- Be aware of the customer's time restraints and work within those time limits, and keep the customer aware of resolution steps – if the ticket needs to be dispatched.
- Follow up Service Center cases and requests to completion. Provide clients with problem reference numbers and request numbers.
- Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) and understanding of SLA requirements for the client.
- Assist in cross-training and communicate quick fixes.
Health Care Associate
SS&C
Hyderabad
08.2019 - 05.2021
- Handling US-based outbound calls and confirming the client details with the insurance provider.
- Verifying details of the provider and facilities regarding the patient's medical insurance information.
- Responsible for requesting medical records and invoices of the patients from the provider.
- To check the appropriateness of the insurance information given by the provider, if it is inadequate or unclear.
- To make a physical call by following the international norms and applicable rules for confidentiality and HIPAA compliance.
- Escalate difficult collection situations to onshore management in a timely manner.
- Always focused to complete the work within 24 hours of timelines (TAT) with minimal errors.
- Extended support when required and worked on holidays to support business.
Education
Bachelor of Science - Computer Science Engineering
Spoorthy Engineering College
Hyderabad, India 08.2011 - 04.2015
Skills
Remote Support
SLA Compliance
Follow-up skills
Customer Satisfaction
Hardware troubleshooting
Escalation management
Ticketing systems
Software troubleshooting
Service Level Agreements
Problem-solving abilities
Microsoft Office
Active Learning
Hobbies
- Playing Guitar.
- Painting.
Timeline
Support Services Representative
Unisys
07.2021 - Current
Health Care Associate
SS&C
08.2019 - 05.2021
Bachelor of Science - Computer Science Engineering
Spoorthy Engineering College
08.2011 - 04.2015
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