Sai Krishna Jayanti

· Resolved Verizon Wireless customer service issues via messaging and voice platform, consistently achieving high first-contact resolution and satisfaction scores.

· Promoted to Subject Matter Expert (SME) for top tier performance, trained and coached associates on Verizon products, customer service excellence and quality assurance standards.

· Designed and conducted training sessions on new process updates, ensuring team readiness and compliance with quality benchmarks.

· Advanced to Team Leader, mentoring/coaching new hires and existing associates to enhance customer interaction skills and achieve performance goals.

· Generated and shared performance reports with teams, driving continuous improvement in service delivery and efficiency.

· Received multiple Certificates of Appreciation, including two as an SME and three as a Team Leader in recognition of performance.

Built strong relationships with client, vendors, internal stakeholders to support business development.

• Resolved Verizon Wireless customer service issues via messaging and voice platform, consistently achieving high first-contact resolution and satisfaction scores.
• Promoted to Subject Matter Expert (SME) for top tier performance, trained and coached associates on Verizon products, customer service excellence and quality assurance standards.
• Designed and conducted training sessions on new process updates, ensuring team readiness and compliance with quality benchmarks.
• Advanced to Team Leader, mentoring/coaching new hires and existing associates to enhance customer interaction skills and achieve performance goals.
• Generated and shared performance reports with teams, driving continuous improvement in service delivery and efficiency.
• Received multiple Certificates of Appreciation, including two as an SME and three as a Team Leader in recognition of performance.
• Built strong relationships with client, vendors, internal stakeholders to support business development.

• Provided real time chat support for Google Pixel devices, troubleshooting connectivity and performance issues with a focus on customer satisfaction.
• Took ownership of escalated cases, delivering follow-up support via email to ensure complete issue resolution.
• Promoted to Senior Process Executive (Tier-2/SME) for consistent performance; delivered internal support for Tier-1 associates across Google product domains.
• Led huddles, knowledge-sharing sessions and training workshops to upskill Tier-1 teams and improve resolution accuracy.
• Created and delivered presentations on process updates, strengthening team knowledge and alignment with customer service standards.

• Delivered efficient customer service via chat platform for Spectrum, resolving issues related to TV, Internet and Cable service.
• Troubleshot technical and service-related concerns, ensuring timely and accurate solutions to enhance customer satisfaction.
• Consistently met and exceeded client targets by maintaining high quality service delivery.