Jayasri Jagannathan
Brambleton,VA
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
4
4
years of professional experience
Work History
Senior Process Associate
Accenture
Chennai, Tamilnadu
08.2012 - 10.2014
- Managed the development of operational policies, procedures, and standards for customer service operations.
- Evaluated existing processes and systems used within the organization and recommended changes as necessary.
- Consistently achieved all deadlines, including those requiring month-end reporting.
- Responded to advanced issues with professional.
- Created reports on process performance metrics for senior management review.
- Resolved escalated issues from customers in a timely manner while ensuring satisfaction with solutions provided.
- Developed and implemented process improvement initiatives to reduce customer wait times.
- Assisted in the onboarding of new employees by providing training materials and guidance.
- Actively participated in brainstorming sessions aimed at improving overall effectiveness of customer service operations.
- Verified documents and analyzed data in response to queries regarding client applications.
- Generated weekly and monthly reports summarizing key performance indicators associated with customer service activities.
- Performed root cause analysis on identified issues impacting customer experience or process performance.
Technical Support Engineer
CSS Corp Private
Chennai, Tamilnadu
12.2010 - 07.2012
- Installed software, modified repaired hardware and resolved technical issues
- Provided base level IT support to non-technical personnel within the business
- Managed call flow and responded to technical support needs of customers
- Identified and solved technical issues with a variety of diagnostic tools
- Created cases and claims for damaged, lost or displaced packages
- Remained up to date on the latest technologies and solutions applicable to company products.
- Explained technology-related details in easy-to-understand terms to customer.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Disassembled wired systems to troubleshoot and resolve hardware issues.
- Evaluated new technologies in order to recommend solutions that meet customer needs.
- Resolved complex technical problems through root cause analysis techniques.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and setup.
Education
Bachelor of Science - Electronics And Communications Engineering
Anna University
Trichy ,Tamil Nadu, India 07-2010
Skills
- Operating Systems: UNIX / Linux, Windows OS
- Microsoft Tools: MS Word, Excel, PowerPoint, MS Access
- Year-end processing
- Bank account oversight
- Staff mentoring and coaching
- Client Confidentiality
- Process Documentation
- Verbal and written communication
- Report Analysis
Timeline
Senior Process Associate
Accenture
08.2012 - 10.2014
Technical Support Engineer
CSS Corp Private
12.2010 - 07.2012
Bachelor of Science - Electronics And Communications Engineering
Anna University